Head of CRM
⭐ Mission
As Head of CRM, you build and lead a customer-centric CRM practice that elevates the function from execution to strategic influence across Qonto’s global markets. You will have a direct impact on our growth toward banking status by shaping the customer experience and advising key stakeholders. 👩💻🧑💻 As a Head of CRM at Qonto, you will
As Head of CRM, you build and lead a customer-centric CRM practice that elevates the function from execution to strategic influence across Qonto’s global markets. You will have a direct impact on our growth toward banking status by shaping the customer experience and advising key stakeholders. 👩💻🧑💻 As a Head of CRM at Qonto, you will
- Drive commercial performance: Lead strategic CRM initiatives to boost customer lifecycle performance (MAC, revenue, conversion rates) and increase traffic to our product.
- Establish strategic influence: Transition the team from an execution mindset to a strategic advisory role, building credibility with stakeholders and taking full ownership of the CRM roadmap.
- Pioneer AI personalization: Launch and lead our new agentic AI decisioning and personalization capabilities, encompassing segmentation, decisioning, and content timing.
- Grow and elevate the CRM practice: Lead and develop the team as Qonto scales, raising the bar on customer-centric lifecycle strategy, ways of working, and operational excellence and providing the hands-on support and vision necessary for them to scale and succeed.
- Manage execution and optimization: Oversee the team’s campaign execution and optimization across email, push notifications, SMS, and in-app communications.
- Market/Team Context: You’ll join a fast-scaling, multi-market environment as Qonto progresses on its journey toward becoming a Credit Institution. The CRM team already runs one-shot campaigns and automation; the opportunity now is to raise the bar on customer experience—bringing deeper customer-centricity, stronger lifecycle thinking, and tighter alignment across Marketing, Product, Sales, and Operations.
- Methodologies, how we work, and what we value: We value a deeply customer-centric and analytical approach, where you will translate market feedback and customer data into actionable, prioritized strategies.
- Examples of successful projects we recently worked on: You will take the lead on forward-looking initiatives, such as our cutting-edge agentic AI decisioning project designed to pioneer 1:1 personalization at scale.
- Tools we use: We perform deep, hands-on work with top-tier modern CRM platforms, specifically Braze and Customer.io.
- Her background: With a dual background in tech and business, Kim's career is rooted in data-driven customer engagement. After starting at IBM and helping launch the data agency fifty-five in the UK, she held senior marketing leadership roles at Blizzard Entertainment and Ubisoft Mobile before joining Qonto.
- What does she bring to the team? Kim brings a powerful mix of strategic vision and deep martech expertise. She will provide the technical mentorship and cross-functional leadership needed to help you elevate Qonto's CRM function into a true strategic powerhouse.
- Strategic Stakeholder Management: You have a proven track record of elevating a function's positioning, establishing credibility, and advising cross-functional stakeholders (Product, Sales, localized Marketing) using data-driven insights.
- Customer Journey & Personalization: You combine strong martech foundations with a deep understanding of customer behavior to expand personalization capabilities across channels. You have consistently pushed the boundaries of personalization and measurement at scale (experience with AI decisioning is a plus).
- Technical Expertise: You possess strong, hands-on administration skills and tactical depth with modern CRM platforms (specifically Braze or Customer.io), including data ingestion and complex tool architecture.
- Marketing Analytics: You are highly data-driven, with a structured approach to measuring and optimizing lifecycle metrics to directly improve commercial performance (MAC, revenue, conversion rates).
- People Management: You’ve helped teams evolve their operating model as companies scale (roles, processes, rituals, stakeholder interfaces) and can do so with care and clarity.
