Overview
Our client, a globally regulated financial services group with operations across multiple international markets, is undergoing a major scale-up and digital transformation phase. Operating across FX, CFDs, digital assets, and advanced trading technologies, the organization is investing heavily in customer lifecycle management, data-driven growth, and retention excellence to support its expanding global client base.
The Head of CRM is a senior leadership role responsible for owning and scaling the end-to-end CRM strategy across the business. This role will lead customer lifecycle optimization, retention, segmentation, and personalization initiatives, working closely with marketing, product, data, and commercial teams to drive sustainable growth and long-term customer value in a regulated financial environment.
This is a highly strategic yet hands-on role, ideal for a CRM leader with deep experience in fintech, trading, or high-volume digital platforms.
Responsibilities- Own and lead the global CRM strategy across acquisition, onboarding, engagement, retention, and reactivation stages
- Design and execute multi-channel CRM campaigns across email, push notifications, in-app messaging, SMS, and other lifecycle touchpoints
- Develop advanced customer segmentation and personalization strategies based on behavior, trading activity, lifecycle stage, and value
- Partner closely with Marketing, Product, Data, Sales, and Compliance teams to ensure aligned, compliant, and effective CRM initiatives
- Oversee CRM platforms, tools, automation flows, and integrations, ensuring scalability and performance
- Define CRM KPIs, dashboards, and reporting frameworks to track engagement, retention, churn, and lifetime value
- Lead, mentor, and scale a high-performing CRM and lifecycle marketing team
- Continuously test, optimize, and improve CRM journeys using data, insights, and experimentation
- Ensure all CRM communications comply with regulatory, privacy, and data-protection requirements across jurisdictions
- Proven experience in a senior CRM or lifecycle marketing leadership role within fintech, financial services, trading, or high-growth digital platforms
- Strong understanding of customer lifecycle management, retention strategies, and behavioral segmentation
- Hands-on experience with CRM platforms, marketing automation tools, and customer data systems
- Strong analytical mindset with the ability to translate data into actionable CRM strategies
- Experience working in regulated environments with close collaboration with compliance teams
- Demonstrated leadership experience building and managing CRM or lifecycle teams
- Excellent stakeholder management and cross-functional collaboration skills
- Strategic thinker with a hands-on execution mindset
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