Head of CRM

We are looking for a Head of CRM to be the senior leader within DEPT®, responsible for establishing, growing, and operationalising a unified and impactful CRM practice across EMEA. This role requires a strategic thinker who can inspire teams, unify capabilities, and translate client business goals into CRM strategies that drive measurable value. This individual will have a deep understanding of CRM across platforms and touchpoints, a proven track record in client engagement, and an ability to lead teams to deliver complex CRM solutions at scale.

JOB PURPOSE

The Head of CRM will serve as a cornerstone of DEPT®’s EMEA-wide growth ambitions in CRM, uniting disparate teams, capabilities, and initiatives into a single, cohesive offering. The Head of CRM will focus on building an integrated CRM business that leverages DEPT®’s existing assets, capabilities, and talent while driving expansion and client satisfaction.

KEY RESPONSIBILITIES

Practice Development:

• Establish a unified CRM offering that connects existing capabilities (data analytics, MarTech, automation, strategy, and creative).
• Work closely with DEPT® market teams to identify, develop, and standardise CRM processes and best practices across EMEA, ensuring consistency, scalability, and alignment with DEPT® quality.

Business Development & Client Engagement:

• Partner with growth teams to identify and pursue high-value CRM opportunities within existing and new accounts, providing expertise during pitches, RFPs, and client engagements.
• Develop strong client relationships, positioning DEPT® as a trusted advisor on CRM, customer experience, and data-driven marketing strategies.
• Ensure CRM initiatives align with clients’ broader business objectives, actively contributing to revenue growth and increased client loyalty.

Technology Enablement & Data Strategy:

• Drive the adoption of state-of-the-art CRM platforms (such as Salesforce, Adobe Marketing Cloud, Braze, Bloomreach etc…) to deliver exceptional customer experiences.
• Collaborate with DEPT®’s data, technology, and analytics teams to ensure CRM solutions are rooted in robust data practices and insights, prioritising data security, GDPR compliance, and operational efficiency.
• Oversee the development of customer segmentation, journey mapping, and automation initiatives that enable large-scale personalised, high-impact communications.
• Provide mentorship and guidance, setting high standards for performance and establishing a team culture that values collaboration, innovation, and client-centric solutions.

WHAT WE ARE LOOKING FOR

• Inspiring Leadership: An experienced leader with a strong presence who can unify a diverse team and communicate a clear vision for CRM within DEPT®.
• Strategic CRM Expertise: Ability to develop and implement comprehensive CRM strategies that drive measurable results for clients, focusing on customer engagement, retention, and acquisition. Skilled in optimising customer journeys and aligning CRM initiatives with broader client objectives.
• Commercial Mindset: A commercial acumen and results-focused orientation that drive measurable business outcomes, with a holistic view of client needs and DEPT®’s growth potential in CRM.
• Enterprise CRM Platforms: Experience across multiple CRM platforms and a solid grasp of MarTech ecosystems, with a strong ability to translate technical knowledge into strategic value.
• Cross-Functional Collaboration: Exceptional interpersonal and collaboration skills, able to work effectively with DEPT®’s EMEA-wide teams, uniting capabilities to form a cohesive and high-impact CRM offering.

WE OFFER

• An excellent salary based on experience and equal pay policies;
• Hybrid working: we combine working 3-days a week in the office and the rest remotely, and we have core working hours where you can choose your start and finish times to suit you;
• Pension, free private healthcare, mental health support, and company sick pay scheme;
• 25 days paid holiday with the opportunity to buy extra days;
• Refreshments are provided in the office all week, we also have regular social event on Thursdays;
• A reputation for doing good. DEPT® has been a Certified B Corp® since 2021 and named ‘Agency of the Year’ at both The Lovies and The Webby Awards;
• Awesome clients. Whether big or small, local or global — at DEPT® you’ll get the opportunity to work with clients of all sizes and across all industries. And we celebrate all of our successes together!
• The opportunity for possibility. We want to enable you to do what you do best and help you develop your skills further with training, development and certifications.
• Global annual DEPT® Cares Month in which employees come together and donate their skills to support local charities.

WHO ARE WE? 

We are pioneers at heart. What does that mean? We are always looking forward, thinking of what we can create tomorrow that does not exist today. We were born digital and we are a new model of agency, with a deep skillset in tech and marketing. That’s why we hire curious, self-driven, talented people who never stop innovating. Our culture is big enough to cope and small enough to care. Meaning, that with people across 30+ countries, we’re big enough to provide you with the best tools, global opportunities, and benefits that help you thrive. While acting small by investing in you, your growth, your team, and giving you the autonomy to solve our clients problems, no matter where you are in the world.

DIVERSITY, EQUITY & INCLUSION 

At DEPT®, we take pride in creating an inclusive workplace where everyone has an equal opportunity to thrive. We actively seek to recruit, develop, nurture, and retain talented individuals from diverse backgrounds, with varying skills and perspectives. Not sure you meet all qualifications? Apply, and let us decide! Research shows that women and members of underrepresented groups tend not to apply for jobs when they think they may not meet every requirement, when in fact they do. We believe in giving everyone a fair chance to shine. We also encourage you to reach out to us and discuss any reasonable adjustments we can make to support you throughout the recruitment process and your time with us. Want to know more about our dedication to diversity, equity, and inclusion? Check out our efforts here.