Head of CRM (Salesforce Marketing Cloud)

Title: Head of CRM (Salesforce Marketing Cloud)
Location: Manchester, UK (Hybrid/Remote)
Employment Type: Permanent

About the Role:
We are seeking an experienced Head of CRM to lead our customer relationship management strategy, customer life cycle programmes, and marketing automation initiatives. This role will be responsible for maximizing customer engagement, retention, and lifetime value through the effective use of Salesforce Marketing Cloud, data-driven decision-making, and customer-centric marketing strategies.

Key Responsibilities:

• Define and deliver the CRM strategy aligned with business growth objectives.
• Lead the administration, optimisation, and development of Salesforce Marketing Cloud.
• Develop and execute customer life cycle, retention, loyalty, and engagement programmes.
• Manage multi-channel campaigns across email, SMS, mobile, and digital channels.
• Drive customer segmentation, personalisation, and marketing automation initiatives.
• Utilise customer data and insights to improve campaign effectiveness and customer experience.
• Collaborate with Marketing, Sales, Digital, Product, and Data teams to deliver integrated customer journeys.
• Track, analyse, and report on CRM performance, KPIs, and ROI.
• Ensure data quality, governance, compliance, and adherence to GDPR regulations.
• Lead and mentor CRM and marketing automation team members.

Required Skills & Experience:

• Proven experience in a CRM leadership role, preferably managing enterprise-scale CRM programmes.
• Strong hands-on expertise with Salesforce Marketing Cloud, including Journey Builder, Email Studio, Automation Studio, and Contact Builder.
• Experience developing customer life cycle, retention, and engagement strategies.
• Strong understanding of customer segmentation, personalisation, and marketing automation best practices.
• Experience working with customer data platforms, analytics, and reporting tools.
• Knowledge of GDPR and data privacy regulations.
• Excellent stakeholder management, communication, and leadership skills.

Desirable Experience:

• Experience with Salesforce Data Cloud, Personalisation, or CRM Analytics.
• Salesforce certifications such as Marketing Cloud Consultant, Administrator, or Email Specialist.
• Experience leading CRM transformation or customer experience initiatives.

What Success Looks Like:

• Increased customer engagement, retention, and lifetime value.
• Improved campaign performance, conversion rates, and marketing ROI.
• Scalable and efficient CRM operations powered by Salesforce Marketing Cloud.
• Enhanced customer experiences through personalised and data-driven communications.

This role is ideal for a strategic CRM leader who combines strong business acumen with deep Salesforce Marketing Cloud expertise to drive customer growth and engagement.

Disclaimer: Any remuneration stated in this advertisement is indicative and will be dependent on the successful candidate's experience, skills and qualifications. Final remuneration will be agreed with the successful candidate and will be subject to the terms of the contract.