Head of CRM

We’re on a mission to provide equitable access to economic opportunity, for everyone.

We close critical skill gaps in the workforce through a new kind of apprenticeship that combines work and learning. We begin by recognizing high-potential individuals both inside and outside of a company’s current workforce and then we create applied, guided and equitable learning programs, with measurable impact. Because we believe the world needs a better way to match its potential.

We work with over 1,500 leading companies including the likes of Microsoft, Citi and Just Eat to help solve their business-critical problems, and we’ve trained over 16,000 professional apprentices in the tech and data skills of the future. This is made possible by our global team who are driven to achieve a mission that matters, together.

Join Multiverse and help us set a new course for work.

The Opportunity

Reporting directly to the Senior Director of Marketing, the Head of CRM will create a scalable communications infrastructure integrated with our Multiverse platform alongside the Tech org. You will lead a team of 4 responsible for engaging with our users and customers, driving conversion and revenue growth, and building a scalable communication system across direct digital marketing channels. 

You will partner closely with our Tech team on building a communication system that is fully integrated with the Multiverse Platform. You will also work cross-functionally with the Go To Market, Customer Success, Operations and Senior Leadership teams to help us continue to scale.

You are a strategic and deeply analytical thinker with a strong technical background in CRM and marketing automation design, coupled with a deep understanding of user behaviours and data-driven decision-making. You have worked in SaaS / B2B and are excited to build notifications infrastructure from scratch. And, you are incredibly motivated to get this right in a role that directly impacts how professionals gain equitable access to incredible opportunities at the world’s best companies.

Specifically, you will:

• Co-create and manage an integrated and scalable communications system, co-owning with our Tech team
• Lead the CRM team in a test-and-learn approach, leveraging insights to guide campaign optimizations and inform initiatives across the organisation
• Manage seamless processes for comms development and quality assurance, working with content leads across the organisation
• Serve as the primary point of contact and subject matter expert on CRM Marketing for executive leadership
• Develop and lead the strategy for customer and learner retention, working alongside leaders from Customer Success, Ops, Tech, and Sales.

About you:

• Marketing track record – 8+ years experience in CRM/Lifecycle Marketing, with a proven track record of leading a team to positively impact engagement & revenue metrics
• Experience leading in a high-growth, Tech-first environment.
• Deep experience in setting up and managing marketing automation systems (plus experience with proprietary systems), and overseeing detailed workflows with high levels of personalisation and dynamic content.
• Strong analytical and critical thinking skills – you’re comfortable designing reports and can translate quantitative and qualitative data into actionable insights and recommendations
• Adaptive leadership – you’ll succeed in an ambiguous environment, and steer your team towards achieving both short-term wins and long-term strategic objectives
• Persuasive communication and influence – you can influence cross-functional stakeholders at all levels and build followership
• Data protection and privacy knowledge – you have a strong understanding of user data and electronic communications regulations in the UK and US

How we hire

Benefits

• Time off – 27 days holiday, plus 7 additional days off: 1 life event day, 2 volunteer days and 4 company-wide wellbeing days and 8 bank holidays per year
• Health & Wellness– private medical Insurance with Bupa, a medical cashback scheme, life insurance, gym membership & wellness resources through Gympass and access to Spill – all in one mental health support
• Hybrid & remote work offering – with weekly or monthly visits to the London office and the opportunity to work abroad 45 days a year
• Team fun – weekly socials, company wide events and office snacks!

Our commitment to Diversity, Equity and Inclusion

We’re an equal opportunities employer. And proud of it. Every applicant and employee is afforded the same opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. This will never change. Read our Equality, Diversity & Inclusion policy here.

Right to Work

Do you have the right to work in the UK? Unfortunately, at this time we cannot offer sponsorship for this role and we cannot consider overseas applications.

Safeguarding

All posts in Multiverse involve some degree of responsibility for safeguarding. Successful applicants are required to complete a Disclosure Form from the Disclosure and Barring Service (“DBS”) for the position. Failure to declare any convictions (that are not subject to DBS filtering) may disqualify a candidate for appointment or result in summary dismissal if the discrepancy comes to light subsequently.

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