Head of CRM

Job Title

Head of CRM

Job Description

So, who are we?

Hello, we’re IG Group. We are a publicly-traded FTSE250 FinTech company who run mobile, web and desktop platforms that help our clients trade stocks & shares, leveraged products, Futures & Options and Crypto.

We are ambitious. Over 340,000 people already use our platforms. We’re global with offices in 18 countries and products in 16 regions. We’re hungry to move faster, ship better product for our customers and grow our user base. We believe in high autonomy, and we want people who are looking to do things differently in order to create better experiences for our customers.

We work in cross-functional teams and are laser focused on increasing the number of active clients we serve to drive sustainable growth.

The Opportunity

As we accelerate our transformation to unlocking the potential of UK investors, we're seeking a strategic Head of CRM to revolutionise how we acquire, engage, and retain customers. This role will be instrumental in building sophisticated, data-driven customer journeys that drive conversion, increase lifetime value, and create a competitive advantage through personalised experiences.

Your role in the Team’s Success

Lead our CRM transformation to power our growth trajectory, overseeing a team of 2 CRM Managers and 2 CRM Executives. You'll architect the systems, strategies, and automated workflows that turn prospects into customers and customers into advocates—all while scaling our approach to serve a rapidly expanding audience.

What you’ll do

• Design and implement comprehensive CRM strategy aligned with our ambitious growth targets and evolving customer base
• Build sophisticated, multi-channel customer journeys that onboard new users, drive engagement, and reactivate dormant accounts
• Develop segmentation strategies that enable increasingly personalised communication, using tools to capture customer interest at the most key points of the journey
• Translate customer data into actionable insights that inform product development, content strategy, and marketing initiatives
• Orchestrate automated lifecycle campaigns that optimise conversion at key funnel stages
• Establish a robust testing framework to continuously improve campaign performance and customer experience
• Collaborate with Martech teams on the evaluation and implementation of CRM tools and technologies that enable greater personalisation and efficiency
• Set KPIs and create reporting frameworks that demonstrate CRM's contribution to business growth
• Coach and develop your team of 4, fostering a culture of innovation and continuous improvement

What you’ll need for this role

• Proven CRM strategist who has successfully scaled programs from targeted to mass-market audiences
• Experience mapping complex customer journeys across multiple touchpoints and channels
• Strong analytical mindset with the ability to derive meaningful insights from customer data
• Excellent stakeholder management skills with track record of cross-functional collaboration
• Understanding of financial services customer dynamics and regulatory considerations (preferred)
• Technical knowledge of CRM platforms, marketing automation tools, and data integration approaches
• Leadership experience with demonstrated ability to build and develop high-performing teams
• Impact You'll Make
• Transform our customer experience from transactional to relationship-driven
• Build automated journeys that significantly improve conversion rates at each funnel stage
• Create scalable personalization capabilities that maintain relevance as we grow
• Establish CRM as a critical growth engine that directly contributes to revenue targets
• Develop industry-leading approaches that set new standards for engagement in financial services

How we work

We try to take a thoughtful approach to our ways of working as a company. We follow a hybrid working model with 3 days in the office – which we think balances the need to collaborate effectively and connect with each other. When it comes to how we deliver, there are 5 things we want everyone to do to drive high performance, better learning and career satisfaction: Lead and Inspire: Drives trust, alignment, and enthusiasm

• Think Big: Focus on the problems that most impact commercial outcomes
• Champion the client: Understand and prioritise client's needs
• Deliver at pace: Push for fast, sustainable growth;
• Raise the bar: Take ownership, be accountable and share feedback

We believe that diversity is vital to success, it fuels creativity, drives innovation and sets us up for global success. We’re committed to building teams with a variety of perspectives and skills to help us realise our vision and strategy, that’s why we encourage applications from people with diverse backgrounds and experiences to join us on this journey. Learn more about our D&I approach here.

The Perks

Your growth fuels our success! Thrive with tailored development programs, mentoring opportunities with leaders, and clear career progression. Expand your network through committees, sports and social clubs. Enjoy extra time off for volunteering and community work.

As well as having the chance to attend regular social events and join special-interest groups, you get an attractive selection of benefits working with IG:

• Matched giving for your fundraising activity
• Flexible working hours and work-from-home opportunities
• Performance-related bonuses
• Pension, insurance and medical plans
• Career-focused technical and leadership trainings in-class and online, incl. unlimited access to LinkedIn Learning platform
• A day off on your birthday 
• Two days’ volunteering leave per year

Join us for this exciting journey. Apply now!

Number of openings

1