Change Management Manager jobs in United Kingdom

Job Title: Head of Customer Relationship Management (CRM)

Location: Solihull; a flexible hybrid working model which supports you as well as enabling you to work collaboratively with your colleagues

Hours: Full time, Permanent

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A bit about us:

At BNP Paribas Personal Finance, we are proud to be part of a global banking group. Our mission is simple: to provide straightforward consumer finance solutions that empower customers to make responsible financial decisions. We partner with some of the UK’s most well-known retailers and brands to help their customers finance purchases in a responsible way.

We are seeking a strategic, data-driven, and customer-centric leader to join our team as Head of CRM. This role will be responsible for owning and driving the CRM strategy to maximise customer lifetime value, engagement, and retention across all touchpoints. You will lead a team of CRM professionals and work cross-functionally with marketing, product, data, and technology teams to deliver a seamless, personalised customer experience at scale.

This role will involve defining the CRM strategy from inception through to implementation. You will work meticulously to define the systems, architecture, resources and skills needed to deliver a CRM strategy that achieves marketing and business objectives.

• Work closely with the Director of B2C and Marketing Strategy to develop and lead the company’s CRM strategy, aligning with business goals and customer needs
• Own the end-to-end CRM lifecycle, from acquisition and onboarding to engagement, retention, loyalty, and win-back
• Lead the selection, implementation, and optimisation of CRM tools, platforms, and integrations
• Drive a culture of continuous testing and learning through A/B and multivariate testing
• Work with product and tech teams to integrate CRM efforts with product features, user journeys, and customer feedback loops
• Play a key role in the future development of the mobile app strategy, defining how to improve customer experience, relevance and increase retention and sales

• Extensive experience in CRM, lifecycle marketing, or retention marketing, with solid exposure in leadership roles
• Proven success in scaling and optimizing CRM programs in a data-driven, digital-first environment
• Hands-on experience with CRM and marketing automation platforms
• Deep understanding of customer behaviour, segmentation, and personalisation strategies
• Experience with loyalty programs, referral programs, and customer journey mapping
• Experience of working within financial services or other regulated industries is a plus

Joining BNP Paribas Personal Finance means becoming part of a Top Employer UK dedicated to making a difference to the lives of our customers. Along with a fulfilling career, you\'ll be able to enjoy a benefits package which you can tailor to your lifestyle and needs, with key highlights including;

• Competitive salary and a contributory pension scheme
• Access to our Health Cash Plan Scheme
• A multi-award-winning flexible benefits platform offering life insurance, private medical insurance, or lifestyle benefits that include discounts on dining, cinema, and days out
• The opportunity to buy and sell holidays, giving you even more control over your work-life balance

Making a positive impact is at the heart of everything we do – whether for our colleagues, customers, partners, or the community. We live by our values: We’re positive, we’re brave, and we own it. We believe a positive attitude and a passion for making things happen matter most. Don’t let confidence hold you back – there’s no such thing as a ‘perfect’ candidate. If you meet 75% of the requirements for this role, we want to hear from you! Whether you\'re considering a career change or exploring a sector jump, we welcome applicants with transferable skills.

Apply now to express your interest and discover how you can make a meaningful contribution to our dynamic team.

To learn more about careers at BNP Paribas Personal Finance UK, visit our website: https://www.bnpparibas-pf.co.uk/careers.

BNP Paribas Personal Finance promotes equality of opportunity and is committed to ensure that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity, race, religion or belief, sex or sexual orientation.