Head of CRM & Customer Engagement

🎯 Your objective: Make CRM a growth engine by moving from a product-centric logic to a "customer life moments" logic, which will generate up to 15% of revenue within a 3-year horizon.

In 5 hashtags, that looks like 👉 #CRM #CustomerLifecycle #MarketingAutomation #CustomerIntelligence #NextBestAction 🍒 on the 🎂: you are arriving at the exact moment when everything is being built: migration to a new multichannel orchestration tool, deployment of a Next Best Action tool, CRM operating budget increasing by 40%, and the launch of a new 3-year strategic plan.

🚀 Your main missions: Drive the customer communication plan as a whole: commercial, automated, and transactional emails.

Define the CRM strategy and the Customer Lifecycle roadmap, to move beyond purely product-based triggers and capitalize on customer life moments.

Turn customer knowledge into a competitive advantage: manage data tools, produce actionable insights, and evangelize customer culture internally.

Build "Next Best Action" and AI-augmented orchestration, to move from an intuitive CRM to a cognitive CRM where addressing decisions, channel, pressure, and offer are finely automated.

Drive customer performance end-to-end: digital and business indicators, cross-selling, reactivation, revenue per customer, repeat, lifetime value.

Manage and develop the skills of your team of 4 female collaborators (all 4 are gems!).

Become the internal partner for the marketing, product, data, and tech teams.

💛 Your team: The company: a digital comparator in the insurance and financial services sectors, created 14 years ago and bringing together about a hundred people at its Paris headquarters. In strong growth, its culture is tech, fast, and collaborative.

Your team: 4 people with complementary roles: a CRM PMO, a customer communication manager, a campaign project manager, and an apprentice in production. A competent, motivated, and frankly top-notch team!

Your manager: the CMO, recently promoted internally after having managed the CRM perimeter himself. Very human and motivating for his teams, he is a true manager-mentor: he knows the subject inside out, supports everyone's progression, and provides the means to succeed.

Your interlocutors: you will evolve within a marketing team of about thirty people, with key expertise in SEO, paid acquisition, brand, content, and customer service. You will also collaborate with the data, product, and tech teams, as well as with your international counterparts.

💻 Your working conditions: Your office: very beautiful, extremely pleasant offices in the 17th arrondissement of Paris, next to Parc Monceau.

Lunch: no canteen, but a restaurant voucher card (tickets restaurant).

Your compensation package: 100% fixed salary: between €65k and €80k gross annually, depending on experience.

Participation/Profit-sharing: participation up to 10% of the annual salary depending on company objectives (profitability, margin), i.e., up to €8k/year. Profit-sharing is currently being implemented.

Other benefits: very good health insurance, annual holiday bonus (approximately €800 this year), culture and sport bonuses, social events at least once a month.

Your rhythm: 5 weeks of paid leave

About ten RTT days per year.

Up to 3 days of teleworking per week (and even more flexibility in July/August).

Possibility of a full-remote week during the end-of-year holidays.

Your experience & skills: You have managed a CRM perimeter end-to-end, with responsibility for the business and not just the strategy or tool implementation.

You master market tools such as Batch, Braze, Salesforce, or equivalents.

You have built a CRM strategy and a Customer Lifecycle roadmap, with automated and transactional journeys.

You are familiar with "Next Best Action" and AI-augmented orchestration topics.

You drive your digital and business KPIs: cross-selling, reactivation, revenue per customer, repeat, lifetime value.

You have already managed a team hierarchically.

You speak English fluently; this is essential for working with the group.

Experience in the banking/insurance sector or in a marketplace would be appreciated.

Having experienced both BU and central organizations would be a real plus to understand the group dynamic.

"Advertiser" profiles as well as "Consulting" profiles are welcome, provided you have truly driven business on the ground.

Your personality: Visionary and analytical, you start from figures and context to establish a customer vision, and above all, you know how to tell the story.

Pedagogical and collaborative, you bring marketing, data, product, and tech on board, because customer culture is evangelized as much as it is managed.

Benevolent and demanding manager, you love helping a young, motivated, and already very knowledgeable team grow.

Comfortable with change, you want to create rather than just run what already exists.

My recruiter's opinion on this job: This is a position for someone who loves to build: CRM maturity is at 50%, customer vision at 20%, and the resources are there, with an increasing budget and new tools currently being deployed. I like the fact that the manager held the perimeter before you; he knows exactly what he is talking about and where he wants to go. If you are looking for a CRM to move from running to a real growth lever, in a tech company that is very non-political, you are in the right place. Find Jobs in France on Arbeitnow