Head of CRM

Story Terrace Inc.; Greater London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A UK tech company is seeking a CRM Leader to oversee the entire CRM function. The role involves defining strategies, leading teams, and using data-driven approaches to boost customer engagement and retention. Ideal candidates will have over 8 years of experience in CRM, strong leadership skills, and expertise in platforms like Customer.io. This position offers flexible work hours, opportunities for career growth, and a commitment to fostering an inclusive environment. Join us to make a significant impact in our customer relationships.

Benefits

Stock options

Exclusive tech lease

33 days off

L&D budget

Performance reviews

Family-first policies

Workplace nursery

Perkbox membership

Quarterly socials

Qualifications

• 8+ years in CRM/lifecycle marketing, with 2-3 years leading teams.
• Hands-on experience with CRM platforms.
• Proficient at building dashboards and interpreting KPIs.

Responsibilities

• Own the CRM roadmap and lifecycle initiatives.
• Lead setup and automation of Customer.io.
• Design and run A/B tests for incremental lift.

Skills

CRM strategy

Data analytics

Team leadership

Customer engagement

A/B testing

Collaboration

Education

Bachelor's degree

Tools

Customer.io

Braze

Iterable

Job description

Why We Exist

At Raylo, we’re on a mission to accelerate the move to a circular economy. The only way customers and manufacturers will make that shift is if it’s simple and cost-effective - this is where we come in. We’re building a category-defining global subscription infrastructure, making premium tech accessible and affordable for both consumers and businesses. With over 180,000 subscribers in the UK and growth accelerating - we’ve proven the demand for a smarter, more sustainable way to access technology.

Raylo is a fast-growing and profitable company, backed by global investors including Macquarie, NatWest, and Channel 4 Ventures.

We are proud to have been selected for Endeavor’s network in 2024, underscoring our role as a high-impact, mission-driven business with global ambitions. And in 2025 we were recognised as part of Tech Nation’s UK’s Future Fifty programme.

We have been B-Corp certified since 2021 and were recently acknowledged by S&P Global for the positive impact of our circular business model via a Green Financing with NatWest.

At Raylo, performance matters. We set ambitious goals, move fast, and hold ourselves to a high standard, because our mission is too important to settle for less.

Our Core Values

💡 Be deeply curious – We thrive on innovation through diverse approaches, views, and people.

👟 Walk in your customer’s shoes – To build the best products and make the best decisions for the long term, we must figure out what our customers need, not just what they want.

🎯 Focus and execute – We have a big vision, but we believe in nailing the most important problems first.

💥 Be gritty – Only gritty teams succeed. Our individual ownership, passion, and perseverance mean we’re a team through thick and thin.

What to Expect

Reporting to the VP Marketing, you’ll lead Raylo’s end-to-end CRM function, owning lifecycle strategy, experimentation, and platform operations (Customer.io) for both the web and the Raylo App. You’ll work cross-functionally with Product, Data, Engineering, Commercial, and Brand to unlock incremental revenue, boost customer retention, and deepen loyalty.

As Raylo’s CRM leader, you’ll set the vision, hire and mentor a high-performing team, and embed a test-and-learn culture that maximises customer lifetime value (CLTV) and Net Dollar Retention (NDR). We move fast, iterate frequently, and stay laser-focused on measurable outcomes.

What You’ll Do

Define & Execute Strategy

• Own the CRM roadmap covering onboarding, engagement, upgrades, win-back, and loyalty.
• Align lifecycle initiatives to company-level OKRs for incremental ARR, NDR, and app MAU.

Own the Platform

• Lead the setup, data integrity, and automation scalability of Customer.io.
• Ensure seamless integration of customer, subscription, device, and behavioural data feeds.

Experiment Relentlessly

• Design and run A/B, geo, and time-based holdout tests to prove incremental lift.
• Build dashboards and processes that surface insights and guide investment.

Drive App Engagement

• Personalise the Raylo App experience via deep linking, contextual nudges, and in-app messaging.
• Partner with Product to ship CRM-driven features that increase MAU and upgrade conversion.

Supercharge Multi-Merchant & Product Growth

• Collaborate with Commercial to plan and launch merchant-specific and new-product campaigns (e.g., PlayStation Flex, Raylo Business).

Measure & Report Impact

• Own forecasts and performance reporting for CRM’s contribution to revenue, retention, and NPS.
• Present learnings and next steps to leadership on a regular cadence.

Build & Lead the Team

• Hire, inspire, and develop CRM managers and specialists across channel operations, copy, and analytics.

You’ll succeed with

• Experience: 8+ years in CRM/lifecycle marketing, with 2–3 years leading teams and strategy.
• Educational: A bachelor’s degree
• Platform Mastery: Hands-on with Customer.io, Braze, Iterable, or equivalent, comfortable owning data models, automations, and complex segmentation.
• Data & Analytics: Proficient at building dashboards, interpreting KPIs, and partnering with BI to uncover actionable insights.
• Testing Discipline: Deep understanding of holdout frameworks and statistical inference to quantify true incremental impact.
• Channel Expertise: Email, SMS, push, and in-app messaging, knowing when (and when not) to speak to customers for maximum CLTV.
• Product-Savvy Collaborator: Thrive in cross-functional squads, translating business goals into product and engineering requirements.
• Domain Advantage (Bonus): Subscription, fintech, telco, or hardware-as-a-service exposure.
• Mindset: Customer-first, outcome-oriented, and comfortable in a fast-moving, scale-up environment.

Nice-to-Have

• Working SQL knowledge for deeper data dives.
• Prior experience integrating CRM with mobile apps and driving app-centric growth.
• Startup or high-growth scale-up background.
• Team-leadership track record (hiring, coaching, career development).

We’re not looking for you to meet every point on this job description. Please still get in touch if you think you could add value and do your best work here at Raylo. We'd love to have a chat and see if you could be a great fit.

Opportunities & Benefits

We are continuously improving and listening to our quarterly employee surveys to provide the best opportunities and benefits for our employees.

• Share in Raylo’s success – Stock options for all employees
• Get the latest tech – Exclusive Raylo device lease for employees
• 33 days off, your way – 25 days + 8 bank holidays with full flexibility to use on the days that mean the most to you
• Invest in your growth – L&D budget to support the skills you value
• Fast-track your career – Two performance reviews a year
• Family-first policies – 5 months full pay for primary caregivers, 1 month for secondary caregivers
• Save big on childcare – Workplace nursery scheme for major cost savings
• Perks on perks – Perkbox membership with discounts & wellbeing benefits
• Good times, guaranteed – Optional quarterly socials, plus summer & Christmas parties

Hiring Process

What’s next?

Once you submit your application, our Talent Team will contact you if you have been shortlisted for the role.

We set an exceptionally high bar at Raylo, and in return, we will aim to give you the best candidate experience possible.

If there’s anything we can do to make your application process easier for you, because of disability, neurodiversity or any other personal reason, please let us know.

Stage 1: Talent Screening

Stage 2: Hiring Manager Interview

Stage 3: Task Stage

Stage 4: On-site Panel Interview

Stage 5: Values-based Interview & Co-founder Final

*As an FCA-regulated business, we conduct background checks (DBS and AML) on all successful candidates who are offered a position at Raylo during the onboarding process.

Diversity & Inclusion at Raylo

At Raylo, we celebrate diversity and are committed to creating an inclusive workplace where everyone can thrive. We welcome people of all backgrounds, experiences, and perspectives, believing they make us stronger.