Head of CRM & Customer Engagement

🎯 Your objective:

To make CRM a growth engine by shifting from a product-centric approach to a “customer life moments” approach, which will generate up to 15% of revenue within 3 years.

In 5 hashtags, that looks like this 👉 #CRM #CustomerLifecycle #MarketingAutomation #CustomerIntelligence #NextBestAction

🍒 on the 🎂: you're arriving just as everything is being built, including migration to a new multi-channel orchestration tool, deployment of a Next Best Action tool, a 40% increase in the CRM operating budget, and the launch of a new 3-year strategic plan.

🚀 Your main missions:

• Oversee the entire customer communication plan: commercial, automated, and transactional emails.

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

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

• Build the “Next Best Action” and AI-augmented orchestration, to transition from an intuitive CRM to a cognitive CRM where the targeting decision, channel, frequency, and offer are finely automated.

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

• Manage and develop your team of 4 female colleagues (all 4 are gems!).

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

💛 Your team:

• The company: a digital comparison site in the insurance and financial services sectors, founded 14 years ago and comprising around a hundred people at its Parisian headquarters. With strong growth, its culture is tech-driven, fast-paced, and collaborative.

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

• Your manager: the CMO, who was recently promoted internally after having himself managed the CRM scope. Very human and motivating for his teams, he is a true manager-mentor: he knows the subject inside out, supports each person's development, and provides the resources to succeed.

• Your contacts: you will be working within a marketing team of about thirty people, with key expertise in SEO, paid acquisition, branding, 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: beautiful, very pleasant offices located in the 17th arrondissement of Paris, near Parc Monceau.

• Lunch : no company cafeteria, but restaurant vouchers are provided.

• Your compensation package:

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

  • Profit Sharing/Employee Savings Scheme: profit sharing up to 10% of annual salary based on company objectives (profitability, margin), i.e., up to €8k/year. An employee savings scheme is currently being implemented.

  • Other benefits: excellent health insurance, annual holiday bonus (around €800 this year), culture and sports bonuses, monthly social gatherings at least once a month.

• Your pace:

  • 5 weeks of paid vacation

  • About ten days of RTT (time off in lieu) per year.

  • Up to 3 days of remote work per week (with even more flexibility in July/August).

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

Your experience & skills:

• You have managed a CRM scope end-to-end, with responsibility for the business, not just the strategy or tool implementation.

• You are proficient with market tools such as Batch, Braze, Salesforce, or equivalent.

• You have developed 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 monitor your digital and business KPIs: cross-selling, reactivation, revenue per customer, repeat purchases, lifetime value.

• You have prior hierarchical management experience with a team.

• You speak fluent English, which is essential for working with the group.
• Experience in the banking/insurance sector or in a marketplace would be appreciated.
• Having experience within both a BU and central organization would be a significant plus for understanding the group dynamics.
• Both in-house (“annonceur”) and consulting profiles are welcome, provided they have genuinely managed business in the field.

Your personality:

• Visionary and analytical, you start with the numbers and context to define a customer vision, and most importantly, you know how to communicate it.

• Pedagogical and collaborative, you engage marketing, data, product, and tech, because customer culture needs to be evangelized as much as managed.

• A supportive and demanding manager, you enjoy developing a young, motivated, and already highly knowledgeable team.

• Comfortable with change, you want to create rather than maintain the existing.

My recruiter's opinion on this job:

This is a role for someone who loves to build: CRM maturity is at 50%, customer vision at 20%, and the resources are there, with an increased budget and new tools being deployed. I like the fact that the manager previously held this scope; they know exactly what they're talking about and where they want to go. If you're looking for a CRM to elevate from a running operation to a true growth lever, in a tech and very apolitical company, you're in the right place.

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