Head of CRM in fintech

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.

• 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
• 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
• 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
• 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
• 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
• 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

• 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.
• Будет плюсом: Experience with IB programmes and rebate structures is a strong advantage

• Fully remote working with minimal meeting overhead
• Ownership of CRM across 12 international markets
• Genuine opportunity to build and improve the customer lifecycle function
• An established business with the resources and budget to execute ambitious CRM initiatives
• Freedom to test, learn, and implement new ideas
• Competitive, above-market compensation
• KPI-linked bonus connected directly to CRM and business performance