Head of CRM and Digital

This specialist distribution business has experienced astronomical growth over recent years and have gone from strength to strength with revenue doubling in a couple of years. Strong customer relationships, excellent service and a team who know their market inside out have helped drive that success. With further opportunities opening up, they are investing in the technology, insight and customer engagement needed to keep that momentum going.

The Role – Head of CRM and Digital

You’ll lead the development of CRM and customer engagement, turning data into practical programmes that encourage repeat purchasing, strengthen retention and increase customer value. There’s plenty to build here and the opportunity to see your ideas make a tangible commercial difference.

Working alongside the Marketing Manager and Sales Leadership you’ll bring expertise in segmentation, automation, analytics and customer journeys. You’ll complement an experienced team with deep market knowledge while taking ownership of the CRM marketing strategy and its delivery.

This is a hands-on leadership role with scope to develop the function and build a small team as the business continues to grow.

Key Responsibilities – Head of CRM and Digital

• Own the CRM marketing strategy and roadmap, aligning activity with the business’s commercial priorities.
• Lead the development of marketing requirements within HubSpot, including segmentation, campaign structures, customer journeys and automation.
• Work with sales leadership and implementation partners to improve customer visibility, data quality and use of the platform.
• Develop targeted programmes covering onboarding, retention, cross-selling and customer reactivation.
• Use customer insight and purchasing behaviour to identify opportunities for repeat business and increased share of wallet.
• Work alongside the Marketing Manager to create relevant communications for established customers and emerging audiences.
• Represent CRM and customer engagement requirements within the website redevelopment project.
• Improve digital customer journeys and encourage greater adoption of online ordering.
• Establish reporting that connects customer engagement activity with meaningful commercial outcomes.
• Assess where AI, automation and digital tools can add value.
• Shape the future development of the function, including team structure and skills.

About You – Head of CRM and Digital

You’ll bring experience in CRM, lifecycle marketing or customer engagement within a B2B environment. You’ll understand how to turn customer data into relevant communications and measurable growth, with the confidence to set the direction and get involved in delivery.

You’ll also bring:

• Strong working knowledge of HubSpot or a comparable CRM and marketing automation platform.
• Experience developing segmentation, automated journeys and targeted customer campaigns.
• A track record of improving retention, repeat purchasing or customer value.
• Experience contributing to CRM implementations, website projects or wider digital change.
• The analytical ability to spot opportunities and translate them into practical action.
• Strong commercial judgement and a pragmatic approach to getting things moving.
• Confidence collaborating with experienced colleagues across sales and marketing.
• The ambition to build a function and develop a small team.

This is an opportunity to take ownership of an important new capability within a business that has already achieved exceptional growth. You’ll have established expertise around you and plenty of room to make your own contribution to what comes next. Due to the busy and booming environment at present, ideally candidates should be able to work five days a week on site in Colchester.