Head of CRM

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. You will work closely with our Marketing Analytics specialist, who owns end-to-end attribution, customer journey mapping, and lead and client scoring. Your job is to make sure that data is used where it matters: in the hands of Sales Managers and BDMs, at the moment they need it. What You’ll Do CRM ownership and implementation - 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. Sales processes - 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. Retention and reactivation - 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. Business Development (IBs, affiliates and partners) - 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. Marketing alignment - 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. Reporting and performance - 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. Requirements - 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. Experience with IB programmes and rebate structures is a strong advantage. Benefits What We Offer - 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. Recruitment Process Stage 1: HR interview — experience, motivation, and fit. Stage 2: CMO interview — CRM expertise, strategy, and relevant experience. Stage 3: CEO interview, where required. Originally posted on Himalayas