Head of CRM Platforms – Expanding Private Equity Player – Salesforce – London / Hybrid – £60,000 – £70,000 + Benefits

Who We Are

Market-leading, B2B events player who are part of a wider private equity group are seeking a Head of CRM to join their team. 

They are committed to excellence and innovation in their business operations and brands. Resulting in widespread recognition including numerous accolades and prestigious awards for their events like the they were honoured to have been named in The Sunday Times Top 100 Best Companies to work for three consecutive years and are committed to building an environment for their workforce to excel. 

The Role 

This is a senior position responsible for ensuring that the company manages, processes, secures and leverages customer data using state-of-the art CRM platforms. This role ensures that CRM systems, and the data they contain support internal stakeholders to deliver growth and customer engagement objectives. 

The main purpose of this role is to enable sales and marketing teams to operate most effectively, whilst minimising risk of handling customer data and ensuring smooth reporting, including data used for financial and reporting purposes. CRM is central to the company’s ability to market to, acquire, and retain customers, making this a critical role for business growth and customer insight. 

The role of Head of CRM Platforms focuses on both the systems required as well as the quality of the data held within them. The main internal customers and stakeholders for this role are the show teams, sales teams and marketing in particular Insights and Data Strategy, and hence a close working relationship and open constant communication are paramount. 

Key Responsibilities Include: 

• Platform Management: Oversee the configuration, maintenance, integration, and optimisation of Salesforce, HubSpot, and any related CRM tools to ensure reliability, usability, and scalability. 
• User Enablement & Support: Lead user adoption initiatives, including training, documentation, and ongoing support for sales, marketing, finance and customer service teams. 
• Company Digital Operating System: Supports company customer experience platform that integrates external and internal solutions to enhance customer experience. 
• Support reporting and Insights: Support teams responsible for reporting (financial, customer, performance, etc) by ensuring they have access to accurate and timely customer data. 
• Partnership management: Manage relationships with CRM vendors and consultants, ensuring service quality and value for investment. Develop a solid understanding of the CRM technology ecosystem, particularly for the events industry, to lead the evaluation, selection and management of potential CRM partners. 
• Risk and Compliance Management: Work jointly with IT, Data Strategy, Data Engineering, legal and finance teams to ensure data integrity, accuracy, security and compliance within CRM platforms. Establish and enforce data governance policies and best practices within CRM platforms. Collaborate with IT and infrastructure teams to develop and maintain contingency plans for technology failures or security breaches that impact these CRM platforms.
• Continuous stakeholder focus: Work continuously with internal customers (sales, show teams, marketing, credit control, ERP and reporting) to gather changing requirements and identify best ways to support and deliver on those needs.
• Commercial and strategic leadership: Develop a clear understanding of the business’ strategic needs and commercial opportunities for CRM platforms to contribute to the company's financial objectives.
• Budgeting and Resource Management: Support the CDTO to plan and manage the CRM platforms budget (SaaS licenses, partners, consultants, team, etc) ensuring that the group gets the most value from its investment.
• Relationship Building and influencing: Work collaboratively with colleagues from Cloud Technology, Solutions Development, Data Engineering, Customer Experience Technology, IT, Marketing and Data and Insights, sharing information constantly and working as a close team focused on delivering results.

Skills and Requirements

• Recent experience in a similar senior role leading CRM implementations for companies comparable in size, footprint and customer requirements. Specific experience in the events industry is preferred. 
• Strong understanding of CRM strategy, sales processes, B2B customer data and customer lifecycle management. 
• Proven ability to manage complex, multi-vendor technology projects from conception to delivery, using structured project management methodologies and including contract negotiation and relationship management. 
• Hands-on experience with managing CRM vendor partners with business planning and P&L responsibility at divisional level. 
• Strategic and commercial acumen to support the company in driving incremental revenue, operational efficiencies and overall value. 
• Track record of fostering innovation and driving the adoption of CRM platforms to enhance competitive advantage. 
• Excellent leadership, team building, mentoring and management skills. 
• Demonstrated ability to build strong interpersonal relationships throughout the company. 
• Outstanding communication and influencing skills at all levels. 

How Do You Apply? 

If you are interested in applying for the Head of CRM Platforms role please do so via the link on this page or contact Digital Republic on the phone or email 

Contact Us To Find Out More:

Get in contact with Digital Republic Talent by sending an email to [email protected]. Check out the website on www.digitalrepublictalent.com. You can also find out more on LinkedIn, Instagram or Facebook.