CRM & Loyalty Lead / Head of CRM

CRM & Loyalty Lead / Head of CRM Overview

Wheely is on a mission to redefine premium transportation across major cities in Europe, the US, and the Middle East. By combining advanced technology with exceptional chauffeuring services, Wheely has gained the trust of over 100,000 active riders and 1,200 corporate clients. As a profitable and rapidly growing scale-up, having raised $43M and generating over $100M in annual revenue, Wheely is expanding its operations, recently launching in New York City. If you are passionate about your work and eager to contribute to our growth, we invite you to apply.

As the CRM & Loyalty Lead / Head of CRM, you will take charge of our CRM function from the outset. Your responsibilities will include overseeing lifecycle marketing, newsletters, and loyalty campaigns for both consumer and business segments, utilizing various channels such as email, push notifications, and in-app messaging. You will report directly to the founders and executive team, collaborating with the Partnerships team on high-profile campaigns linked to prestigious events like Royal Ascot and Henley Regatta. Additionally, you will work closely with the Product team on technical integrations aimed at enhancing user experiences. Our marketing stack prominently features Braze for execution and Metabase for data insights. Depending on your strategic capabilities and proficiency in Braze, you may start as Head of CRM or at the Lead level, with a clear path to advancement within 12-18 months based on your performance.

Responsibilities

• Develop and implement the CRM strategy for lifecycle, partnership, and product initiatives, collaborating with various teams to execute campaigns across email, push notifications, and in-app messaging.
• Enhance business and channel-specific KPIs such as conversions and churn by maintaining an optimization roadmap and documenting best practices.
• Identify opportunities from product launches and significant events to integrate into lifecycle programs, utilizing automation, personalization, advanced segmentation, and testing strategies.
• Work closely with Analytics, Product/Growth, Partnerships, Design, and Engineering teams to refine email strategies, manage technical integrations, and improve product features.

Requirements

• A minimum of 5 years of practical experience in managing CRM campaigns.
• Extensive knowledge of customer engagement and marketing automation platforms, particularly Braze, Iterable, or similar tools.
• Demonstrated expertise in A/B and multivariate testing, including designing experiments, executing them, and analyzing results for optimization.
• Strong analytical skills with the ability to independently extract and evaluate segmentation, engagement, and performance data.
• Basic proficiency in HTML/CSS for troubleshooting and creating templates for personalization.

Benefits

• Office-based position in West London, requiring four days a week onsite with flexible working hours and one remote day of your choice.
• Attractive salary package.
• Employee stock options plan.
• Comprehensive private medical and dental insurance.
• Life and critical illness coverage.
• Provision of top-tier equipment.
• Monthly credit for Wheely journeys.
• Cycle to Work scheme.
• Stipend for professional development.
• Relocation assistance, including visa sponsorship and allowance.

Degree Requirement: Not Specified

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