Head of CRM
Role in brief
Joom Marketplace is seeking a Head of CRM to define and execute its customer relationship management strategy. This role involves enhancing customer engagement and retention through lifecycle, product, and behavioral triggers, while also leading and developing a team. It suits an experienced CRM professional with strong technical skills and a player-manager approach.
About the role
The Head of CRM will be responsible for Joom's overall CRM strategy, focusing on customer-first communications that are driven by insights and improve the customer experience. This involves defining how CRM efforts contribute to engagement, retention, and revenue across various customer touchpoints and behaviors. The role requires balancing commercial goals with maintaining customer trust and brand loyalty.
A key aspect of this position is managing the weekly sales calendar, ensuring a consistent pace while remaining adaptable to immediate demands. The individual will lead and develop a high-performing team, acting as a player-manager who contributes directly to projects while empowering team members to take ownership of their work. The role also involves fostering company values like speed, excellence, innovation, honesty, and teamwork.
Joom is part of Joom Group, an international tech-centric e-commerce company founded in 2016, with operations including JoomPro, JoomPulse, and Onfy. The group has offices in Latvia, China, Germany, and Brazil, with headquarters in Lisbon, Portugal. The Head of CRM will collaborate with colleagues across these international locations, contributing to a unified global team.
The compensation for this role ranges from $25,000 to $42,500 USD, comprising a base salary and performance-based bonuses.
Skills that matter here
- CRM: This role requires proven experience in developing and executing comprehensive CRM strategies to enhance customer engagement and retention.
- lifecycle marketing: The Head of CRM will define how to drive engagement and retention through customer lifecycle stages using targeted communications.
- marketing automation products: A solid understanding of large-scale marketing automation platforms, including CDPs and CRM systems, is necessary for this role.
- data architecture: The position requires strong technical skills in data architecture to support CRM initiatives and strategy.
- campaign analytics: The role involves utilizing campaign analytics to measure performance and inform CRM strategy.
- A/B testing: Strong technical skills in A/B testing are needed to optimize CRM communications and strategies.
Who this role suits
- Someone who can balance strategic leadership with hands-on execution.
- An individual adept at fostering team growth and empowerment while also contributing directly.
- A professional who prioritizes customer experience and trust alongside commercial performance.
- A leader comfortable operating in an international, collaborative team environment.
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
Questions about this role
What is the remote work policy for this role?
This is a fully remote position, allowing candidates to work from any location.
What is the seniority level for this position?
This role is for a lead-level professional, designated as Head of CRM.
What are the core skills required for this role?
Key requirements include proven experience in CRM or lifecycle marketing, understanding of marketing automation products, strong technical skills in data architecture, campaign analytics, A/B testing, and experience leading CRM architecture design.
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