Head of CRM

At Plum, we're on a mission to maximise wealth for all. We’re making saving money effortless and turning investing into something everyone can do

Our journey began back in 2017, when we became one of the first to use artificial intelligence and automation to simplify personal finance. Fast forward to today, and we've already helped people save £2 billion across 10 European markets.

Named the UK's fastest-growing fintech in the Deloitte Technology Fast 50, our success is down to the passion and dedication of our diverse team. Based in our London, Athens and Nicosia offices, 180 talented people work together to empower people to do more with their money. And now, the team is growing!

The Role

As the Head of CRM at Plum, you will play a pivotal role in driving revenue growth from our customer base through strategic customer communications. You will be responsible for crafting and executing comprehensive marketing campaigns aimed at driving subscriptions, cross-selling products, and enhancing customer engagement to mitigate churn. This role requires a strategic thinker with a deep understanding of customer behaviour, data fluency with the ability to quickly run experiments specific to metrics, exceptional communication skills, and a passion for driving results.

Key Responsibilities:

• Develop and implement Plum’s CRM strategy aligned with company goals to drive revenue growth from the Plum customer base
• Lead the creation of targeted marketing campaigns aimed at cross-selling subscription tiers and additional products or services
• Utilise data-driven insights to segment the customer base and personalise marketing communications for maximum impact
• Collaborate closely with the product team to identify opportunities for product-led growth and develop marketing strategies to support new feature launches or enhancements
• Oversee the end-to-end execution of marketing campaigns, including campaign ideation, creative development, channel selection, and performance tracking
• Continuously monitor and analyse key performance metrics to assess campaign effectiveness and identify areas for optimization
• Work closely with the customer success team to understand customer needs, preferences, and pain points, and tailor marketing initiatives accordingly
• Implement strategies to increase customer engagement and loyalty, ultimately reducing churn and increasing customer lifetime value
• Stay informed about industry trends, competitive landscape, and best practices in customer marketing, and leverage this knowledge to drive innovation and continuous improvement

Requirements

• 10+ years experience working in CRM 
• 3+ years successfully leading a CRM/Customer Marketing team, preferably within the fintech or SaaS industry
• Bachelor's degree in Marketing, Business Administration, or related field; MBA preferred
• Strong analytical skills with the ability to interpret data and derive actionable insights
• Excellent communication skills with the ability to craft compelling messages tailored to different audience segments
• Willing to be hands-on to deliver the strategy, alongside their team
• Strategic thinker with the ability to develop and execute long-term marketing strategies
• Experience working cross-functionally with product, sales, and customer success teams
• Proficiency in marketing automation tools, CRM systems, and analytics platforms
• Demonstrated leadership capabilities with the ability to inspire and motivate a team

Plum's Perks

• We're all in this together! Own part of the company through stock options 💷
• Private health insurance.
• Annual training budget.
• Flexible approach to remote working, though we encourage at least 2-3 days a week in our beautiful office in central London for optimal collaboration.
• Team breakfast on Tuesdays and team lunch on Thursdays in the office, as well as a plentiful supply of fruit, snacks and coffee.
• Free Plum Premium subscription (normally £9.99 a month).
• 2 weeks paid sabbatical after four years of service.
• 25 days holiday a year, excluding bank holidays (33 in total).
• 45 days work from anywhere.
• Employee referral scheme up to £4000.
• 1 day paid leave for volunteering, supporting you giving back to society.
• Enhanced maternity pay.
• Team trip to secret destinations once a year ✈️
• A vibe that’s 🦄🌈💯

If you think this sounds like a bit of you then don’t hesitate to get in touch!

Thanks,

Plum team 💜

*Plum is an Equal Opportunity Employer. Plum does not discriminate on the basis of age, race, religion, sex, gender identity, sexual orientation, non-disqualifying physical or mental disability, national origin or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit and business need.