Head of Global CRM Programmes & Operations at Ten Group, London, United Kingdom

Lead the global CRM operating model, driving scalable, consistent delivery of CRM programmes across markets through strong governance, operational excellence and cross-functional coordination.

Key Responsibilities

• Lead the global CRM roadmap and operating model, ensuring effective planning, prioritisation and execution of CRM programmes.
• Own CRM delivery governance, service levels and accountability structures.
• Establish operational frameworks supporting campaign execution, automation and lifecycle management.
• Drive continuous improvement and operational excellence across CRM processes.
• Oversee end-to-end execution of CRM programmes across regions, clients and business units.
• Create a scalable global CRM operating model with consistent execution standards.
• Act as senior escalation point for CRM delivery, operational risk and programme governance.
• Serve as global Braze subject matter expert and partner with Product, Technology and Data teams on integrations and enhancements.
• Design and implement lifecycle journeys and automated programmes to increase engagement and retention.
• Monitor global CRM performance, develop dashboards and provide data-driven recommendations.
• Collaborate with Proposition, Product, Data, Technology and Regional teams on CRM initiatives.
• Support CRM team development and capability building.

Qualifications

• Extensive experience leading CRM operations, programme management and delivery in complex, fast-paced environments.
• Deep understanding of CRM platforms, including Braze, and frameworks for scalable delivery.
• Strong project and programme management expertise with experience establishing governance and managing cross-functional initiatives.
• Proficiency in methodologies such as Agile, Scrum, PRINCE2, PMP and MSP.
• Experience managing global teams and multi-market delivery.
• Proven track record in process optimisation and operational transformation.
• Strong analytical and commercial mindset with data-driven decision-making skills.
• Excellent leadership, communication and stakeholder-influencing abilities.

Education

Associate Degree

Benefits And Growth

• Competitive salary based on experience.
• Hybrid working model.
• Competitive paid time off package including a paid volunteer day.
• One-month paid sabbatical after every five years of service.
• Lucrative Ten Loyalty Rewards programme with bonus and gift.
• Remote working holiday possibilities.
• Employee discounts on travel and entertainment.
• Genuine career opportunities in a dynamic, international company.
• Inclusive, diverse and global team environment.