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Head of CRM

  • Sector: Marketing
  • Contact: Louisa Harrison
  • Contact Email: louisaharrison@betterplaced.com
  • Expiry Date: 24 September 2026
  • Job Ref: LH 1050

​Head of CRM

Manchester | Hybrid | £70,000–£80,000 + benefits

We’re working with a growing insurance business looking to appoint a commercially minded Head of CRM to lead its customer communications and retention strategy.

This is a key role within the Marketing team, responsible for developing a data-led CRM proposition that improves customer engagement, supports retention and cross-sell activity, and delivers a consistently strong customer experience across the full policy lifecycle.

You will lead the CRM strategy across email, SMS, direct mail and digital channels, using customer insight, segmentation and campaign performance data to create relevant, timely communications. You will work closely with teams across Marketing, Digital, Product, Data and Customer Operations to ensure activity is aligned to wider commercial priorities and regulatory requirements.

Key responsibilities will include:

  • Creating and delivering the CRM and customer lifecycle strategy

  • Developing segmentation, personalisation and triggered communications

  • Driving customer retention, renewal, cross-sell and engagement activity

  • Leading CRM campaign planning, execution, testing and optimisation

  • Using customer insight and performance data to improve communications and commercial outcomes

  • Owning CRM reporting, KPIs and budget management

  • Ensuring communications meet FCA, GDPR and wider compliance standards

  • Leading and developing a small CRM team, while managing agency and technology partners where required

We’re looking for someone with strong CRM and lifecycle marketing experience, ideally gained within insurance, financial services or another regulated customer-focused environment. You’ll be commercially astute, confident working with data and able to balance strategic thinking with hands-on campaign delivery.

Experience of CRM platforms, marketing automation tools, customer segmentation and testing methodologies will be essential, alongside the ability to influence senior stakeholders and bring teams together around a clear customer strategy.