Head of CRM

About the role

This role involves owning the entire CRM strategy for Joom Marketplace, focusing on customer-first communications that enhance engagement, retention, and revenue. The Head of CRM will define how lifecycle, product, and behavioral triggers are used to drive these outcomes, balancing commercial goals with long-term customer trust and brand engagement. A key responsibility is managing the weekly sales calendar and responding to immediate demands.

The successful candidate will lead and develop a high-performing team while also contributing directly as a player-manager. This means both empowering the team and actively participating in execution. The role requires fostering a culture based on values such as moving fast, striving for excellence, innovation, openness, honesty, and teamwork, collaborating with colleagues across multiple international offices.

Success in this position looks like a CRM strategy that effectively drives customer engagement and retention, leading to increased revenue while maintaining customer trust. It also means building and nurturing a strong, capable CRM team and actively contributing to the daily operations and strategic evolution of Joom's CRM architecture.

The base salary for this role is between $25,000 and $42,500 USD, complemented by performance-based bonuses.

Skills that matter here

• CRM: This role requires proven experience in developing and executing comprehensive CRM strategies at scale.
• marketing automation products: The role demands a solid understanding of large-scale marketing automation, including CDPs and CRM platforms, to manage customer interactions efficiently.
• data architecture: Technical skills in data architecture are necessary for designing and evolving the CRM system to support strategic goals.
• campaign analytics: The Head of CRM will use campaign analytics to measure performance, gain insights, and optimize customer engagement initiatives.
• A/B testing: Experience with A/B testing is crucial for iteratively improving CRM communications and strategies based on data-driven results.
• Fluent English: Effective communication in English is required for collaboration across Joom Group's international teams and offices.

Who this role suits

• A strategic thinker who can balance commercial objectives with long-term customer relationships.
• A leader who enjoys both guiding a team and actively contributing to daily tasks.
• Someone who thrives in a fast-paced, international environment and values collaboration.
• An individual with a strong analytical mindset, comfortable with data and technical aspects of marketing.

From the employer

• Own Joom's CRM strategy, keeping communications customer-first, insight-led and additive to the overall experience
• Define how CRM drives engagement, retention and revenue through lifecycle, product and behavioural triggers
• Balance commercial performance with long-term customer trust and brand engagement
• Own the weekly sales calendar, maintaining pace while staying responsive to in-week demands
• Lead and develop a high-performing team
• Operate as a player-manager, contributing directly while empowering your team to own their work
• Support our culture by fostering our values: Move Fast, Thrive for Excellence, Innovate, Be Open and Honest and Together We Win

• Proven experience in CRM, lifecycle marketing or customer engagement at scale
• Solid understanding of large marketing automation products (CDPs and CRM platforms)
• Strong technical skills: data architecture, campaign analytics, A/B testing
• Hands-on execution capability — ability to balance leadership and individual contribution
• Experience leading design and evolution of CRM architecture
• Fluent English

• Compensation package: base salary and performance-based bonuses
• Care & Wellbeing: health insurance (including dental care) for employees and their children, daily meal allowance, and 100% paid sick leave
• Relocation Support: full assistance for a smooth relocation for the employees and their family
• Team & Growth: collaboration with colleagues across Portugal, Brazil, Latvia and China, with opportunities for promotions, professional trainings, and English & Portuguese courses
• Community & Engagement: annual team building activities, knowledge-sharing workshops, and a strong sense of teamwork