Head of CRM

Role of the Head of CRM
CXM is looking for a Head of CRM to own our CRM system as the operational backbone of the business. This is not a campaign role. You will design, implement and run the processes inside the CRM that drive Sales, Business Development and Marketing. The goal is that every client-facing team works inside the CRM every day, and that those processes lead to measurable financial results.
You will work closely with our Marketing Analytics specialist, who owns end-to-end attribution, customer journey mapping, and lead and client scoring. Your job is to make sure that data is used where it matters: in the hands of Sales Managers and BDMs, at the moment they need it.
What You’ll Do
CRM ownership and implementation
Own the full setup, configuration and ongoing development of the CRM: data structure, pipelines, deal stages, automations, permissions and reporting.
Lead implementation projects and integrations with our trading platforms, back office, marketing tools and analytics stack.
Drive adoption across teams. Set the standards for how the CRM is used, train users, and make sure processes are actually followed.
Act as the internal authority on what the CRM can do and how to get the maximum value from it.
Sales processes
Build CRM workflows that make the CRM the starting point of every Sales Manager’s day.
Set up automatic lead and client distribution rules and automatic task creation for first contact, company introduction and first sale.
Design deal pipelines for new leads and registrations (onboarding, activation, first deposit) and for existing clients (upsell, retention).
Create automated reports and alerts that show Sales Managers which clients are cooling down: falling trading activity, no recent contact, or no recent trades. Every one of these signals should turn into a clear next action.
Retention and reactivation
Build reactivation systems that automatically segment inactive or declining clients, create tasks and launch reactivation plans.
Prioritise high-value segments, for example long-standing clients who generated significant revenue and have stopped trading.
Business Development (IBs, affiliates and partners)
Design the CRM processes for BDMs managing Introducing Brokers, affiliates and other partners.
Give BDMs visibility of partner performance: referred clients, trading activity of those clients, rebates and partner engagement.
Set up workflows for partner onboarding, activation, growth and early warning when a partner’s traffic or client activity drops.
Marketing alignment
Make sure marketing data appears where it is needed. A Sales Manager or BDM opening a client card should instantly see who the client is, where they came from, their traffic source, their original interest and their current customer journey stage.
Work with the Marketing Analytics specialist so that attribution, journey stages and scoring flow correctly into the CRM and drive prioritisation and automation.
Make sure Sales, BD and Marketing operate as one connected system rather than in separate silos.
Reporting and performance
Build dashboards and KPIs for management covering pipeline, conversion, deposits, retention, reactivation and partner performance.
Continuously improve processes based on data and feedback from the teams.
What We’re Looking For
5+ years of experience in CRM management, sales operations or leading CRM implementation in financial companies.
Experience in online trading, brokerage, fintech or iGaming is a must.
A solid understanding of how sales, business development and marketing processes work, and how a CRM supports each of them. You’ve built these processes before, not just administered the system.
Hands-on experience configuring a major CRM (Zoho, HubSpot, Salesforce or a brokerage-specific CRM): pipelines, automations, routing rules, reporting.
Experience with lead distribution, task automation, deal pipelines, retention and reactivation workflows.
An understanding of partner and affiliate models. Experience with IB programmes and rebate structures is a strong advantage.

Skills
CRM, Business Development, Salesforce, Onboarding

Experience
5+ yrs

Employment type
Full-Time

Work arrangement
Yes