Head of CRM - London, United States - Fresha

Description

About

Fresha

Fresha is the leading marketplace platform for beauty & wellness

trusted by millions of consumers

and

businesses worldwide .

Fresha is used by

110,000+ businesses

and

450,000+ stylists

and

professionals worldwide , processing over

1 billion appointments to date .

The company is headquartered in

London, United Kingdom , with global offices located in

New York City ,

Vancouver ,

Sydney ,

Dubai, Riyadh,

Amsterdam, Warsaw

and

Pristina .

Fresha allows consumers to discover, book and pay for beauty and wellness appointments with local businesses via its marketplace, while beauty and wellness businesses and professionals use an all-in-one platform to manage their entire operations with an intuitive subscription-free business software and financial technology solutions.

Fresha's ecosystem gives merchants everything they need to run their business seamlessly by facilitating appointment bookings, point-of-sale, customer records management, marketing automation, loyalty, beauty products inventory and team management.

The consumer marketplace

unlocks revenue

potential for partner businesses by

leveraging the power of online bookings

and

automated marketing

through mobile apps and advanced integrations with major tech brands including

Instagram ,

Facebook

and

Google.

Role overview

Given our exciting and progressive growth plans, we're seeking an experienced and dynamic

Head of CRM

to

own the strategy and delivery of regular and automated communications

that we send to our database of businesses who use Fresha every day to power their operations.

Reporting to the VP Marketing (Brand and Communications) , and working closely with our Product teams, Revenue Operations, CX and the wider Marketing team,

the ideal candidate is a CRM expert, with both hands-on and strategic experience

working in a fast-paced B2B organisation. You'll ideally be a

pro-level user of Hubspot, or similar marketing technology , and have experience managing both marketing and sales/commercial elements of CRM.

You'll be responsible for

driving the activation of our leads, as well as feature adoption, monetisation and retention of our partners

through ad hoc and automated marketing communications. The role is

predominantly focused on a B2B audience

(businesses using the Fresha platform), however will soon expand to include B2C (end customers booking appointments through our marketplace). This is a crucial role to ensure we are maximising engagement and conversion at all stages of the marketing funnel,

plus utilising best-practice across all Hubspot features

to generate the highest impact for our marketing programs. You'll be the business champion of our CRM tool, own the relationship with Hubspot and be

the go-to source of knowledge for all-things marketing CRM

.

To foster a collaborative environment that thrives on face-to-face interactions and teamwork, all Fresha employees work from the office four days per week, with the flexibility to work remotely one day each week


London office address:
WeWork, 10 York Road, London, SE1 7ND.

What you will be doing

Leadership –

You'll lead the strategic direction and implementation of our CRM and associated operational activities, centred around our chosen tool, Hubspot.

Strategy –

You'll be responsible for Marketing and Sales Hubs within Hubspot, creating a strategy and roadmap around how we best leverage CRM for Marketing outcomes.

Collaboration –

As the owner of our CRM tool and the champion of CRM within Fresha, you will collaborate closely with the Marketing, Sales, CX and Products teams across the business to strategize and build ad hoc communications and marketing automations to drive engagement, conversion and monetisation of our database of partners.

Lifecycle Management –

With a deep understanding of lifecycle management and our sales/marketing funnel, you'll create and deploy a best-in-class approach to managing our marketing communications.

Optimising –

From newsletters to product marketing, tactical campaigns to marketing automation – you will be responsible for leveraging the Fresha database to its maximum potential.

Point of contact –

You'll be the point of contact with our Hubspot account manager ensuring that we are maximising our usage of the platform and have access to any new functionality.

Driving process –

You'll be responsible for upholding CRM best-practice, ensuring company-wide adherence to policies and processes, identifying issues, recommend/take corrective action and communicate performance results and/or changes throughout sales organisation and cross-functional business units.

Analytics –

Measure and evaluate CRM and sales data to determine the effectiveness of a product, sales process, or campaign.

Reporting –

Prepare and provide regular CRM business reviews to the leadership team regarding strategic initiatives, performance against targets, etc. highlighting successes, challenges, roadblocks and actions.

What we are looking for

6+ years experience within CRM, using Hubspot or similar platform.

2+ years experience within a senior CRM role, managing and presenting to senior management.

Experience in mapping customer journeys and building automated email workflows.

Strong understanding of CRM data and associated technologies.

Demonstrable experience and success in delivering marketing growth through CRM programmes.

An entrepreneurial, solutions-driven individual, with a clear focus on outcomes.

Work effectively in a fast-paced environment requiring new perspectives and with multiple competing deadlines.

Robust communication skills with ability to present information appropriately to a diverse range of audiences.

Ability to build strong working relationships with cross functional teams.

Basic knowledge of HTML is essential.

Bachelor's degree in Business, Marketing or related discipline.

This list is not exhaustive and there may be other activities you are required to deliver.

Interview process

Screen call

– Video-call with the Talent Team (30mins)

1st stage

– Video-call with CMO (60mins)

Final stage

– In-person presentation with Chief Marketing Officer, Chief People Officer and other senior team members (90mins)

We aim to complete the entire interview process and deliver feedback within

2 weeks.

Every job application received is reviewed manually by our talent team. While we strive to assess applications within 7 days, the sheer volume of talented individuals expressing interest may occasionally extend this timeframe

Inclusive workforce

At Fresha, we are creating a culture where individuals of all backgrounds feel comfortable.

We want all Fresha people to feel included and truly empowered to contribute fully to our vision and goals. Everyone who applies will receive fair consideration for employment.

We do not discriminate based on race, colour, religion, sex, sexual orientation, age, marital status, gender identity, national origin, disability, or any other applicable legally protected characteristics in the location in which the candidate is applying.

If you have any accessibility requirements that would make you more comfortable during the interview process and/or once you join, please let us know so that we can support you.

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