CRM Lead / Head of CRM

Wheely; London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading ride-hailing platform in London seeks a CRM Lead to oversee lifecycle marketing and campaigns. The role involves collaboration with multiple teams and offers growth potential within the CRM function. Candidates should have extensive CRM management experience and familiarity with marketing automation platforms. The role includes competitive salary, flexible hours, and a range of perks.

Benefits

Competitive salary and equity package

Private Medical Insurance

Dental Insurance

Life and critical illness insurance

Monthly credit for Wheely journeys

Lunch allowance

Cycle to work scheme

Professional development subsidies

Best-in-class equipment

Qualifications

• 5+ years of hands-on experience in CRM campaign management.
• Extensive experience with customer engagement and marketing automation platforms such as Braze, Iterable or similar.
• Proven expertise in A/B and multivariate testing, including experiment design, execution, and post-campaign analysis to inform optimizations.
• Strong data-driven mindset with the ability to independently pull and analyze segmentation, engagement, and performance metrics.
• Proficiency in basic HTML/CSS troubleshooting and templating languages for personalization.

Responsibilities

• Develop and lead CRM strategy and execution for lifecycle, partnership, and product initiatives.
• Drive continuous improvement of business and channel-specific KPIs.
• Identify and integrate opportunities from product/city launches into lifecycle programs.
• Collaborate with Analytics, Product/Growth, Partnerships, Design, and Engineering teams.

Job description

Wheely is not a traditional ride-hailing company. We are building a platform with user privacy at its core while successfully scaling a five-star service to millions of rides across multiple cities.

As the CRM Lead / Head of CRM, you will take ownership of our CRM function from day one. You'll oversee lifecycle marketing, newsletters and loyalty campaigns across both consumer and business segments, utilizing multiple channels including email, push notifications, and in-app messaging.

Reporting directly to the founders and executive team, you'll collaborate with the Partnerships team on high-profile campaigns tied to prestigious events such as Royal Ascot and Henley Regatta. You'll also work closely with the Product team on technical integrations to enhance user experiences.

Our core marketing stack features Braze as the primary platform for execution, alongside Metabase for data insights. This role offers a clear path to advancement, with the potential to grow into Head of CRM within 12-18 months based on performance and impact.

Responsibilities

• Develop and lead CRM strategy and execution for lifecycle, partnership, and product initiatives, partnering cross-functionally to plan and deliver campaigns across email, push, and in-app channels.
• Drive continuous improvement of business and channel-specific KPIs (conversions, churn, etc.), maintaining a clear optimization roadmap and documenting best practices.
• Identify and integrate opportunities from product/city launches and key event moments into lifecycle programs, leveraging automation, personalization, advanced segmentation, and testing roadmaps (including A/B and multivariate experiments).
• Collaborate with Analytics, Product/Growth, Partnerships, Design, and Engineering teams on email strategy, technical integrations, and product enhancements.

Requirements

• 5+ years of hands-on experience in CRM campaign management.
• Extensive experience with customer engagement and marketing automation platforms such as Braze, Iterable or similar.
• Proven expertise in A/B and multivariate testing, including experiment design, execution, and post-campaign analysis to inform optimizations.
• Strong data-driven mindset with the ability to independently pull and analyze segmentation, engagement, and performance metrics.
• Proficiency in basic HTML/CSS troubleshooting and templating languages for personalization.

What we offer

Wheely expects the very best from our people, both on the road and in the office. In return, employees enjoy flexible working hours, stock options and an exceptional range of perks and benefits.

• Competitive salary and equity package
• Private Medical Insurance
• Dental Insurance
• Life and critical illness insurance
• Monthly credit for Wheely journeys
• Lunch allowance
• Cycle to work scheme
• Professional development subsidies
• Best-in-class equipment
• This is an office-based role located in Hammersmith. Wheely has an in-person culture but allows flexible working hours and work from home when needed. In most cases, we expect team members to be in the office at least four days a week

All of your personal information will be collected stored and processed in accordance with Wheely’s Candidate Privacy Notice