Despite Ignite being around for over 20 years—fusing strategy, creativity, and technology for elite brands—the agency’s CRM services launched just over 2 years ago. Since then, we’ve seen phenomenal growth and are looking to continue expanding our services and team.
We’re on the lookout for an experienced Head of CRM to lead and develop our CRM team, driving strategic and data-driven initiatives that make a real difference to the work we produce for our incredible clients. If you are passionate about CRM, in the know about all things hospitality, thrive in a leadership role, and have a keen eye for detail and data, this role is for you.
Key Responsibilities
Leadership & Team Management
- Lead, mentor, and develop a high-performing CRM team, fostering a culture of innovation, collaboration, and continuous improvement.
- Oversee the growth and structure of the CRM department, ensuring alignment with the agency’s broader strategic goals.
- Provide clear direction and professional development opportunities for CRM team members.
- Collaborate with other departments to integrate CRM strategies seamlessly across all marketing channels.
Strategy & Execution
- Define and drive the agency’s CRM vision and long-term strategy, ensuring it aligns with client business goals.
- Develop and implement data-driven CRM, lifecycle, and loyalty strategies to enhance customer acquisition, engagement, conversion, and retention.
- Carry out data analysis to extract actionable insights from multiple sources, assessing customer behaviour, segmentation, and campaign effectiveness.
- Identify and leverage emerging trends and technologies to improve CRM performance and client offerings.
- Ensure CRM strategies are implemented in line with objectives, KPIs, and performance metrics.
- Drive automation and personalisation initiatives to optimise customer journeys and lifetime value.
- Ultimately ensure that all CRM services and deliverables are delivered on point; rolling your own sleeves up when necessary to ensure timelines and quality assurance are met at all times.
Client & Stakeholder Engagement
- Act as the senior point of contact for key client relationships, ensuring CRM strategies align with their business goals.
- Provide strategic guidance to clients on CRM best practices and innovations.
- Collaborate with internal and external stakeholders to optimise CRM integrations and ensure seamless execution.
Desired Experience, Skills & Behaviours
- Proven experience in a senior CRM leadership role, with a strong track record of developing and executing CRM strategies.
- Experience managing and growing a team, fostering both professional development and performance excellence.
- Strong business acumen, understanding of the wider business and commercial needs of running a department
- Strong expertise in CRM platforms such as Acteol, Connect, Bloomreach, Airship, Drip, Klaviyo, HubSpot (experience with any of these is preferred).
- Passion and understanding of the hospitality industry—our clients are industry leaders, and we want someone who shares our enthusiasm and their industry knowledge
- Highly data-driven, with the ability to interpret complex datasets and turn insights into actionable strategies.
- Strong understanding of automation, customer segmentation, and lifecycle marketing.
- Detail-oriented with an unwavering commitment to delivering high-quality work.
- Exceptional organisational skills, able to manage multiple projects in a fast-paced environment.
- A strategic thinker with a problem-solving mindset, always looking for ways to optimize and drive growth.
As Head of CRM, you’ll play a pivotal role in shaping the future of our CRM services and leading a team to deliver best-in-class strategies for our clients. If you’re ready to take ownership, drive innovation, and build something extraordinary, we’d love to hear from you.
Perks
- Hybrid working model (most come in 1-2x per week)
- Genuinely flexible working hours
- Freedom to move around and work from any FORA in London (check out available locations at foraspace.com)
- 20 days paid holiday plus bank holidays and Christmas to New Year studio shutdown
- Birthday as an extra day off
- Dog friendly office spaces
- Free access to gyms across the FORA estate
- Annual bonus opportunity
- Pension scheme
- Regular team socials
- Dreamcatcher raffle entry (the chance to make a dream come true!)
- Remote working will be considered
