Head of Customer Relationship Marketing

Wealthify; Penarth; Hybrid; GBP 63,000 - 77,000; Full time

Benefits offered by this job

24 days holiday and escalating days

Discretionary annual bonus

Private Medical Insurance

Death in Service

Income Protection

Company Pension (6% match)

Job summary

Wealthify in Cardiff is seeking an experienced Head of CRM to lead our existing team and drive a data-driven, programmatic CRM strategy across multi-channel communications.

You will own targets, report to the Chief Marketing Officer, and collaborate with Data and Insights to boost customer lifetime value and retention while delivering measurable results against ambitious business goals. This role is hybrid.

Qualifications

• Proven CRM expert with commercial results.
• Strong leadership and people management.
• Broad knowledge of CRM platforms and marketing tools.
• Experience with automated lifecycle programs and segmentation.
• Data analysis, reporting and decision making.
• Omni-channel experience including email, SMS, push.
• Willingness to learn a new platform; hands-on preferred.

Responsibilities

• Set and drive comprehensive CRM strategies aligned to business goals.
• Own delivery of targets and report results in leadership meetings.
• Direct CRM team workloads and ensure clear objectives.
• Collaborate with Data Team for automated omni-channel comms.
• Manage Iterable relationship and platform utilization.
• Shape strategic projects and provide CRM support.
• Assess requests, evaluate viability, and manage stakeholders.
• Promote testing, data-driven decisions, and experimentation.

Skills

CRM strategy

Team leadership

Marketing automation

Data analytics

Segmentation

Lifecycle programs

Omni-channel

Retention programs

A/B testing

Tools

Iterable

Job description

Wealthify – Head of Customer Relationship Marketing

Wealthify is a digital wealth management platform, based in Cardiff, with a mission to make it really simple for people to invest with confidence.

Founded in 2016 to address the needs of a new generation of investors, Wealthify blends digital technology, expert investment management and close attention to our customers to make wealth creation more accessible.

Wealthify offers a range of investment accounts (Stocks & Shares ISA, Junior ISA (JISA), General Investment Account (GIA), Self-Invested Personal Pension (SIPP)) and savings accounts (Cash ISA, Instant Access Savings Account (IASA)) to give customers a range of ways to manage and grow their money.

With a proprietary technology platform, a seasoned and passionate team of experts, and a substantial base of customers and assets under management, Wealthify is now growing towards profitability under the ownership of Aviva plc, after successfully establishing itself as a digital disruptor in this huge market.

The role:

We are looking for an experienced Head of CRM to lead the existing team and play an important role in Wealthify’s growth ambitions as we embed a programmatic approach to customer communications.

We’re at an exciting point in our journey - we have fully migrated to a new CRM platform (Iterable) and, with our growing Data and Insight Team, are now in a great position to deliver a refreshed strategic CRM strategy based on data-driven insight.

As Head of CRM, you will set and drive our strategy and plans forward and be passionate about creating targeted, multi-channel CRM strategies that not only engage, but also deliver measurable results in line with ambitious business targets.

We already have a passionate and multi-skilled CRM team of 2 that report to this role and we are looking for an exceptional team leader to take them forward. Reporting into the Chief Marketing Officer, this role is responsible for:

• Setting and driving comprehensive CRM strategies to achieve business goals and stretching commercial objectives.
• Owning the delivery of targets and communication of results to the senior leaders in Monthly/ Quarterly Trading meetings.
• Directing the CRM Team workloads and ensuring objectives are clear and well-defined so that CRM strategy and plans are fulfilled.
• Working with the Data Team to deliver automated, omni-channel comms (email, SMS, app notifications and in-app messaging) for retention and increase multi-product holdings and customer lifetime value, using customer-data based segmentation and propensity models.
• Managing and directing the relationship with our CRM platform (Iterable), ensuring their client services and platform functionality are optimised and used to the full potential.
• Inputting into key strategic business projects and managing required CRM support.
• Assessing CRM requests from the wider business, evaluating commercial viability, and managing stakeholders.
• Testing new things and learning is a big part of our culture, so if you’re curious, data-driven and creative, you’ll fit right in.

The candidate:

The ideal candidate will be an energetic team player and eager to lead and take ownership of all things CRM, and manage 2 direct reports.

We work in a fast-paced start up environment, where the challenge is high, but we support each other to achieve our goals and make sure we have fun along the way.

Skills and Experience:

We don’t need you to tick all these boxes (in fact we’d encourage you to apply even if you don’t!), but these are the traits we are looking for:

• Proven CRM expert with demonstrable success in driving commercial results.
• Strong leadership skills and team management and development experience.
• Broad knowledge of CRM platforms/email service providers/marketing automation.
• Knowledge of automated lifecycle programs, dynamic content, segmentation, testing methodologies and inbox placement.
• Solid understanding of data management, analysis, and reporting.
• Omni-channel experience e.g. outbound telephony, SMS and push notifications.
• Proven experience in working with retention and loyalty programmes.
• Willingness to learn the new platform, previous hands-on experience an advantage.
• Strong planning and organisational skills, with proven ability to multi-task and work to deadlines.

Location:

This is a hybrid role, with 1-2 days per week to be spent in Wealthify’s Cardiff office.

Compensation and Benefits:

• Salary of up to £70k
• 24 days of holiday a year (with an additional day’s holiday for each full year served, up to 28 days)
• Annual discretionary bonus, linked to company and individual performance.
• Private Medical Insurance
• Death in Service Cover (3 times annual salary)
• Income Protection Insurance
• Company Pension Plan , with matched contributions up to 6% of base salary