Head of Customer Relationship Marketing

Wealthify – Head of Customer Relationship Marketing

Wealthify is a digital wealth management platform, based in Cardiff, with a mission to make it really simple for people to invest with confidence.

Founded in 2016 to address the needs of a new generation of investors, Wealthify blends digital technology, expert investment management and close attention to our customers to make wealth creation more accessible.

Wealthify offers a range of investment accounts (Stocks & Shares ISA, Junior ISA (JISA), General Investment Account (GIA), Self-Invested Personal Pension (SIPP)) and savings accounts (Cash ISA, Instant Access Savings Account (IASA)) to give customers a range of ways to manage and grow their money.

With a proprietary technology platform, a seasoned and passionate team of experts, and a substantial base of customers and assets under management, Wealthify is now growing towards profitability under the ownership of Aviva plc, after successfully establishing itself as a digital disruptor in this huge market.

The role:

We are looking for an experienced Head of CRM to lead the existing team and play an important role in Wealthify’s growth ambitions as we embed a programmatic approach to customer communications.

We’re at an exciting point in our journey - we have fully migrated to a new CRM platform (Iterable) and, with our growing Data and Insight Team, are now in a great position to deliver a refreshed strategic CRM strategy based on data-driven insight.

As Head of CRM, you will set and drive our strategy and plans forward and be passionate about creating targeted, multi-channel CRM strategies that not only engage, but also deliver measurable results in line with ambitious business targets.

We already have a passionate and multi-skilled CRM team of 2 that report to this role and we are looking for an exceptional team leader to take them forward. Reporting into the Chief Marketing Officer, this role is responsible for:

• Setting and driving comprehensive CRM strategies to achieve business goals and stretching commercial objectives.
• Owning the delivery of targets and communication of results to the senior leaders in Monthly/ Quarterly Trading meetings.
• Directing the CRM Team workloads and ensuring objectives are clear and well-defined so that CRM strategy and plans are fulfilled.
• Working with the Data Team to deliver automated, omni-channel comms (email, SMS, app notifications and in-app messaging) for retention and increase multi-product holdings and customer lifetime value, using customer-data based segmentation and propensity models.
• Managing and directing the relationship with our CRM platform (Iterable), ensuring their client services and platform functionality are optimised and used to the full potential.
• Inputting into key strategic business projects and managing required CRM support.
• Assessing CRM requests from the wider business, evaluating commercial viability, and managing stakeholders.
• Testing new things and learning is a big part of our culture, so if you’re curious, data-driven and creative, you’ll fit right in.

The candidate:

The ideal candidate will be an energetic team player and eager to lead and take ownership of all things CRM, and manage 2 direct reports.

We work in a fast-paced start up environment, where the challenge is high, but we support each other to achieve our goals and make sure we have fun along the way.

Skills and Experience:

We don’t need you to tick all these boxes (in fact we’d encourage you to apply even if you don’t!), but these are the traits we are looking for:

• Proven CRM expert with demonstrable success in driving commercial results.
• Strong leadership skills and team management and development experience.
• Broad knowledge of CRM platforms/email service providers/marketing automation.
• Knowledge of automated lifecycle programs, dynamic content, segmentation, testing methodologies and inbox placement.
• Solid understanding of data management, analysis, and reporting.
• Omni-channel experience e.g. outbound telephony, SMS and push notifications.
• Proven experience in working with retention and loyalty programmes.
• Willingness to learn the new platform, previous hands-on experience an advantage.
• Strong planning and organisational skills, with proven ability to multi-task and work to deadlines.

Location:

This is a hybrid role, with 1-2 days per week to be spent in Wealthify’s Cardiff office.

Compensation and Benefits:

• Salary of up to £70k
• 24 days of holiday a year (with an additional day’s holiday for each full year served, up to 28 days)
• Annual discretionary bonus, linked to company and individual performance.
• Private Medical Insurance
• Death in Service Cover (3 times annual salary)
• Income Protection Insurance
• Company Pension Plan , with matched contributions up to 6% of base salary

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