Head of CRM

Description

Reporting directly to the CEO and working closely with the marketing team, you’ll own the customer contact strategy — leading lifecycle comms that turn user insight into high-impact campaigns and go-to-market plans. You’ll drive product-led messaging across both customer and supplier sides, fuelling engagement and long-term growth.

Through our proprietary Live Feed, we empower local suppliers to self-select the orders that best suit their delivery capacity and commercial fit - unlocking incremental revenue without the need for digital infrastructure, and ensuring every order is fulfilled efficiently and competitively.

• Build, track, and optimise CRM KPIs — embedding a test-and-learn approach that informs strategy, improves performance, and unlocks channel efficiencies
• Lead CRM messaging, proposition development, and go-to-market plans for new products, features, and tools — ensuring sharp, targeted comms that scale adoption
• Drive our email marketing and CRM growth agenda — pushing innovation across enquiry generation, conversion, retention and reactivation
• Own customer segmentation — defining, evolving and activating cohorts across the funnel, in collaboration with stakeholders across marketing, growth, product, and CX
• Develop and execute our B2B / supplier CRM strategy — strengthening supplier-side engagement and commercial output via relevant, high-impact communications
• Foster CRM excellence across the business — coaching teams, shaping best practice, and raising the bar on how we speak to and support customers and suppliers
• Deliver multi-channel campaigns (email, SMS, WhatsApp) — driving both successful supplier and customer-side outcomes across acquisition, retention, and loyalty
• Lead the end-to-end CRM strategy — developing lifecycle communications that deepen engagement, drive order fulfilment, and build long-term value
• Champion CRM tooling — identifying, implementing and evolving automation and optimisation opportunities across our stack

Requirements

You’ll need to be sharp, agile, and execution-focused — balancing long-term strategy with fast delivery. You’ll be confident distilling complexity into clear, compelling narratives. Your work will be critical to scaling adoption of our procurement engine and reinforcing our edge on price, speed, and amazing customer service.

• Deep understanding of CRM strategy and execution across key channels — email, SMS, WhatsApp — and how they contribute to customer growth and retention
• Excellent cross-functional collaborator, with experience working closely with product, engineering, growth, and senior stakeholders (including founders)
• Values-driven professional with a track record of embedding best practice and delivering measurable growth through CRM innovation
• Highly organised and autonomous operator — comfortable managing multiple workflows while keeping customer experience at the core
• Confident driving B2B lifecycle strategies, with a solid understanding of supplier engagement dynamics and buyer behaviour
• Familiar with the legal and regulatory frameworks that underpin CRM (GDPR, ICO), and confident designing compliant comms strategies
• Proven experience leading high-performing CRM or lifecycle marketing functions in fast-paced digital environments (marketplace experience a plus)
• Strong commercial acumen paired with creative judgement — able to balance brand, messaging, and revenue impact
• Highly data-literate with a test-and-learn mindset; comfortable using segmentation, cohort analysis and campaign data to optimise performance and influence roadmap decisions
• Well-versed in HubSpot (or equivalent CRM platform), with at least 2–3 years of hands-on experience of the platform; able to assess stack performance and implement process improvements with minimal onboarding

Benefits

• Compensation: Competitive day rate or project fee based on experience
• Location: Hybrid — working between home and Materials Market’s London HQ
• Schedule: Flexible, typically Monday–Friday, standard business hours

Training + Development

Interview process

Visa Sponsorship

Security clearance