Head of CRM

At Closer Still, we strive to deliver the best. We’re on a mission to be the most dynamic B2B events and communities business in every market we serve, bringing people together to learn, connect and grow. Operating across five regions, we power over 200 market-leading events, publications and brands across Business Technologies, Healthcare, Learning, HR & Education, and Future Transport & Infrastructure.

But what truly sets us apart is our people. Our teams are diverse, driven, and united by a shared commitment to excellence.

Rooted in our core values of ownership, empathy, teamwork, integrity, and determination, weempower every employee to grow, shape their own path and make a meaningful impact. Joining Closer Still means being part of something bigger - not just building events, but creating opportunities, connections, and lasting value for the communities we serve.

We're looking for a Head of CRM to own the strategy, operating model, governance and continuous improvement of Closer Still Media's CRM platforms. You'll connect technology, sales, marketing, data and business operations to give us a trusted view of our customers, improve pipeline performance, strengthen marketing effectiveness and support more consistent commercial execution across the group.

This senior leadership role combines CRM platform expertise, revenue operations, program delivery, and people leadership. You'll balance strategic planning with practical delivery and technical excellence, making sure our CRM investment delivers measurable commercial and customer outcomes.

• Lead, coach and develop the CRM and associated delivery teams, with clear objectives, accountability, performance standards and career development opportunities.
• Build a collaborative, high-performing culture focused on continuous improvement, commercial outcomes and evidence-based decision-making.
• Manage internal resources and external partners, covering capacity planning, delivery ownership, quality and knowledge transfer.
• Own CRM budget planning, forecasting and cost management, including licenses, implementation partners, support and development.
• Build strong relationships across Technology, Sales, Marketing, Data, Digital, Finance and the wider business, communicating effectively with stakeholders at all levels.

• Define and maintain the group CRM strategy across Salesforce, Hub Spot and associated technologies, aligned with commercial objectives, customer engagement and scalable operations.
• Own the CRM roadmap, prioritising initiatives by business value, strategic alignment, resource availability and delivery capacity.
• Lead discovery, requirements gathering, business case development, process design and delivery planning for CRM initiatives.
• Oversee CRM programmes and projects, managing scope, milestones, dependencies, resources, risks and measurable outcomes.
• Report clearly to senior stakeholders, flagging progress, risks, issues and decisions that need escalating.

• Establish and maintain a clear CRM operating model that defines platform ownership, business responsibilities, governance, support processes and decision-making authority.
• Develop consistent CRM processes, standards and ways of working across the group, cutting unnecessary complexity, customisation and fragmented solutions.
• Partner with commercial leaders to improve pipeline management, forecasting, conversion, cross-sell, upsell, account development and customer retention.
• Make sure the CRM supports an international exhibitions and events business, including show-level sales activity, group accounts, exhibitors, sponsors and repeat…