Head of CRM & Customer Communications - 12 Month FTC

Currencies Direct; London; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

A leading company in the financial technology sector is seeking a Head of CRM and Customer Communications for a 12-month contract. The role focuses on enhancing customer engagement through lifecycle marketing and managing communication strategies across various channels. Candidates should have strong commercial acumen, a deep understanding of CRM tools, and the ability to analyse data to optimise customer journeys.

Qualifications

• Strong commercial acumen and understanding of lifecycle marketing.
• Experience in referral strategies is a plus.
• Analytical mindset with data-driven decision making.

Responsibilities

• Lead engagement, retention, and reactivation strategies.
• Design and optimise campaigns for lead nurturing.
• Collaborate with teams to ensure effective customer communications.

Skills

Customer segmentation

Lifecycle marketing

CRM tools

Data analytics

Tools

Marketing automation tools

Job description

Head of CRM & Customer Communications - 12 Month FTC

Join to apply for the Head of CRM & Customer Communications - 12 Month FTC role at Currencies Direct

Head of CRM & Customer Communications - 12 Month FTC

Join to apply for the Head of CRM & Customer Communications - 12 Month FTC role at Currencies Direct

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At Redpin we simplify life's most important payments. Buying a new property overseas can be a stressful time, especially when it comes to moving your money. Through our Currencies Direct and TorFX brands we've been helping people do just that for over 25 years. With recent investment we're now on a mission to build a new range of digital products and services that will make moving money Internationally for Real Estate purchases even easier

We’re on a mission to become the solution for Real Estate payments everywhere. To do this, we are transitioning our business from a horizontal FX platform to a verticalized, embedded software company, as we look to the future and Redpin 2.0

About the Role

For this role we can consider candidates based in the following locations- in order of preference,

• London / South East (Hybrid working with 2 days per week in the office)
• Remote UK with occasional travel to the London office
• Remote in Barcelona

We’re looking for a commercially focused and customer centric Head of CRM and Customer Communications to lead the delivery of our brand portfolio’s lifecycle marketing and broadcast customer communication strategy. You’ll be responsible for driving engagement, retention, and reactivation across all customer segments — with a primary focus on B2C — using owned channels including email, SMS, WhatsApp and web.

This role is ideal for someone who thrives in a fast-paced, multi-market environment and who understands how to use data, automation and customer insight to optimise journeys and build long-term value. You’ll collaborate with Creative, Strategy & Planning, and Commercial teams to deliver compliant, relevant and results-driven communications across the lifecycle — from lead nurturing through to customer advocacy.

What you'll do

Broadcast Customer Communications

• Build and own the customer communications calendar across all owned channels: email, SMS, WhatsApp and web.
• Serve as the marketing point of contact (alongside Creative) for communications linked to compliance, operational changes, and brand updates.

Lifecycle Marketing

• Lead nurture: Design and optimise automated and standalone campaigns to move leads through the funnel and convert prospects into active customers.
• (Re)Activation: Collaborate with Strategy, Planning, Content and Creative to develop reactivation and win-back campaigns aimed at increasing engagement and revenue from existing customers.
• Advocacy: Relaunch the offline refer-a-friend programme and formalise a sales referral model in partnership with the sales team.
• Social proof: Drive advocacy by encouraging customer reviews on platforms such as Trustpilot — note: this role does not include responding to reviews.

Data, Technology and Automation

• Work closely with Data, Tech and Sales teams to ensure first-party data capture is effective, segmentation is optimised, and CRM systems and integrations are supporting lifecycle goals
• Lead the evolution of our CRM tech stack and automation capability, ensuring personalisation at scale.

Partnerships Support

• Collaborate with regional commercial teams on 1:many partnership deals, testing and iterating quickly to maximise revenue opportunities.
• Partner with the Demand Generation team to support the activation of B2B2C partners with CRM best practice and lifecycle communication expertise.

What you'll need

• Strong commercial acumen and deep understanding of lifecycle marketing, CRM tools, and customer segmentation.
• Hands-on and confident working with CRM platforms and marketing automation tools — experience in referral and reviews strategies is a plus.
• Analytical and insight-led – enjoys working with data to drive decision making, testingand optimisation.
• Experienced in experimentation and testing frameworks, with a track record of improving lifecycle performance.
• Comfortable operating at both strategic and executional levels — able to balance long-term planning with fast-paced campaign execution.
• A self-starter with a start-up mentality – action-oriented, resourceful and confident managing multiple priorities across markets.
• Experience working across both B2B and B2C CRM environments preferred.
• Multi-market experience highly desirable.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Marketing

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