Head of CRM
Consultant -
Billie Dhadda
Job ID - 2200
- permanent
- Welwyn Garden City
- Salary on application
- eCommerce, Marketing, Commercial, Data
Job Description
We’re Hiring: Head of CRM
A leading provider of high-quality early years education and care for children aged 3 months to 5 years, with a strong presence across over 100 nursery settings throughout the UK, is on the lookout for a Head of CRM to take their customer engagement strategy to the next level.
This is more than a role- it’s an opportunity to shape the entire customer journey, from first enquiry through to loyalty and retention, in a sector that genuinely makes a difference to families every day.
As Head of CRM, you’ll be responsible for creating and delivering a data-driven, multi-channel CRM strategy. You’ll work cross-functionally across Marketing, Operations, and Technology to personalise and enhance every touchpoint- ultimately increasing tour attendance, enrolments, retention, and advocacy. You'll also lead CRM platform management and campaign execution.
Key Responsibilities
What We’re Looking For
Bonus Points For
Location
Hybrid – flexible working with travel to Head Office and nursery locations as needed.
Join a purpose-led organisation where your work truly impacts families across the UK. This is your chance to lead CRM in a growing, values-led business that’s passionate about excellence in early years care.
A leading provider of high-quality early years education and care for children aged 3 months to 5 years, with a strong presence across over 100 nursery settings throughout the UK, is on the lookout for a Head of CRM to take their customer engagement strategy to the next level.
This is more than a role- it’s an opportunity to shape the entire customer journey, from first enquiry through to loyalty and retention, in a sector that genuinely makes a difference to families every day.
As Head of CRM, you’ll be responsible for creating and delivering a data-driven, multi-channel CRM strategy. You’ll work cross-functionally across Marketing, Operations, and Technology to personalise and enhance every touchpoint- ultimately increasing tour attendance, enrolments, retention, and advocacy. You'll also lead CRM platform management and campaign execution.
- Develop and implement prospect and customer CRM strategies that align with business goals
- Own the customer funnel: from acquisition to loyalty, including segmentation and personalisation
- Lead email marketing and automation, including ‘push’ messages and newsletters to parents
- Oversee and optimise customer journeys across all key touchpoints (tour booking, onboarding, upsell, retention)
- Collaborate with the wider Marketing, Digital, and Operations teams to deliver on KPIs
- Use platforms like Famly and Resonate to analyse customer behaviour and feedback
- Act as the internal champion of the customer, ensuring positive and consistent engagement
- Create, review and manage campaign performance reports to deliver actionable insights to senior leadership
- Drive CRM system improvement and adoption in collaboration with IT and C-Suite
- Support the execution of social media, local campaigns and open day events
- Manage nursery-level marketing support and uphold brand consistency
- Minimum 3 years’ experience in a CRM, marketing or customer engagement role
- Strong understanding of CRM platforms (e.g. Zoho, HubSpot, Salesforce, or similar)
- Proven track record in planning and delivering successful, data-driven campaigns
- Excellent content writing and communication skills
- Strong analytical skills and experience working with performance and ROI metrics
- Demonstrated ability to collaborate with cross-functional teams and manage stakeholders
- Experience in managing CRM tools in a multi-site, customer-facing business (retail, hospitality, education or leisure preferred)
- Passion for delivering an outstanding customer experience with attention to detail
- CIM qualification or equivalent marketing certification
- Experience using Famly, Resonate, or similar industry platforms
- Strong project management skills and a keen eye for process improvement
- Enthusiastic, driven, collaborative, and aligned with a people-first culture
Hybrid – flexible working with travel to Head Office and nursery locations as needed.