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Head of CRM at What3Words
London, GB

We are on a mission to make what3words the global standard for location. We need a strategic and experienced Head of CRM to help us on that journey.

As our company and its operations grow, we need to develop our strategy and methods of engaging with our customers.

As our Head of CRM you will work right across our business, interacting mostly with Marketing, Technology, Growth (Data and Analytics) and Business Development.

You will own the entirety of our email contact strategy across consumers and businesses, along with some other communication methods, with a focus on improving engagement, retention, and the usage of what3words products and the advocacy of our users.

We are looking for a dynamic, motivated leader who is comfortable in a fast-moving and ambitious environment. You will need to bring new ideas to the table and be able to communicate and influence with integrity to move us in the right direction.

This role is key to us operating effectively at scale and increasing awareness of what3words around the World, driving inbound activity, while making sure we get the most from our investments and improving our methods.

Responsibilities

  • Determine, own, oversee and implement what3words’ CRM email strategy.
  • Ensure we successfully execute and report on all our email marketing and communication campaigns.
  • Constantly and continuously (A/B) test, learn and drive improvement in the performance of our email campaigns at a tactical and strategic level
  • Document processes and their outcomes, ensuring they can be applied consistently and are repeatable and refinable
  • Improve the retention, engagement and activity rates of our users through our email communications
  • Increase the transparency and accessibility of the data and insights generated by our CRM activities, turning your hypotheses into action

Requirements

You will have

  • Notable experience in a senior CRM role, or the career trajectory for this to be your next step
  • A relevant degree qualification or equivalent experience
  • Experience operating across different global markets and managing communications in different languages, with knowledge and awareness of how our methods can meet the needs of varying geographies and cultures
  • A high level of comfort and skill with data

About you:

  • You will be as comfortable presenting and influencing as you are with your head deep in detail. Happy to ‘get your hands dirty’ when needed
  • You will be ‘All In’, committed to your craft and delivering our mission, becoming a global standard for addressing
  • You will balance taking risk and acting swiftly against the need to plan and execute with strict attention to detail
  • You will be a self-starter, able to create and take opportunities without high levels of oversight. As effective working alone as in a team
  • Comfortable in a diverse team environment. Readily giving and seeking feedback and being challenged to improve.

We will aim to provide feedback on your application within 48 hours.

Benefits

All permanent employees of what3words are offered the following benefits:

- Salary: Competitive

- 25 days holiday

- Share options

- Pension

- Private healthcare

- Cycle to work

- VDU eye tests

- Perkbox

- Free breakfast & snacks

- Birthday vouchers

- Weekly lunch & learn sessions

- Regular team lunches & team socials

- Sports and hobbies clubs