Head of CRM

Job Description

We’re on a mission to provide equitable access to economic opportunity, for everyone.

We close critical skill gaps in the workforce through a new kind of apprenticeship that combines work and learning. We begin by recognizing high-potential individuals both inside and outside of a company's current workforce and then we create applied, guided and equitable learning programs, with measurable impact. Because we believe the world needs a better way to match its potential.

We work with over 1,000 leading companies including the likes of Microsoft, Citi and Just Eat to help solve their business-critical problems, and we’ve trained over 12,000 professional apprentices in the tech and data skills of the future. This is made possible by our global team who are driven to achieve a mission that matters, together.

Join Multiverse and help us set a new course for work.

The Opportunity

Reporting directly to the Global Director of Marketing, the Head of CRM will own our customer and user retention strategy globally across multiple channels and our Multiverse Platform. You will lead a team of 4 that is responsible for delighting our users and customers, driving engagement, conversion, and revenue growth, and building a scalable communication system across direct digital marketing channels.

You will partner closely with our Tech team on building a communication system that is fully integrated with the Multiverse Platform, including new channels such as in-platform messaging. You will work closely with the Go To Market, Customer Success, Operations and Senior Leadership teams.

You are a strategic and deeply analytical thinker with a strong technical background in CRM and marketing automation, coupled with a deep understanding of user behaviours and data-driven decision-making. You are able to get into the technical details with the team, and also zoom out to build the retention strategy. And, you are incredibly motivated to get this right in a role that directly impacts how professionals gain equitable access to incredible opportunities at the world’s best companies.

Responsibilities

• Develop and lead the strategy for end-to-end user and customer retention

• Drive best in class conversion and retention rates across each user & customer lifecycle stage

• Manage an integrated and scalable communications system, in partnership with our Tech teams

• Lead the CRM team in a test-and-learn approach, leveraging insights to guide campaign optimizations and inform initiatives across the organisation

• Increase the productivity of CSM, Admissions, Delivery and other internal teams by automating communication journeys, and ensuring interventions are targeted & insights driven

• Manage seamless processes for comms development and quality assurance, working with content leads across the organisation

• Serve as the primary point of contact and subject matter expert on CRM Marketing for executive leadership

The right candidate will have:

• Marketing track record - 8+ years experience in CRM/Lifecycle Marketing, with a proven track record of leading a team to positively impact engagement & revenue metrics

• Technical competencies - deep experience of setting up and managing marketing automation platforms (e.g. Iterable, Hubspot, Salesforce, Braze), as well as creating detailed workflows with high levels of personalisation and dynamic content

• Strong analytical and critical thinking skills - you can translate quantitative and qualitative data into actionable insights and recommendations

• Adaptive leadership - you’ll succeed in an ambiguous environment, and steer your team towards achieving both short-term wins and long-term strategic objectives

• Collaborative and impactful communication - you can influence cross-functional stakeholders at all levels and build followership

• Data protection and privacy knowledge - you have a strong understanding of user data and electronic communications regulations in the UK and US