Head of CRM, Motorway
12-Month Fixed-Term Contract
1-2 days a week in office
Online Car marketplace
Job no longer available
Online Car marketplace
201-500 employees
Job no longer available
1-2 days a week in office
201-500 employees
Company mission
To build a better car market for everyone, harnessing the power of technology to deliver an amazing experience.
Role
Who you are
- The ideal candidate will have a strong understanding of CRM, product, and customer experience, a proven track record of success in a leadership role, and previous experience delivering a technology-powered customer engagement strategy
- Experience in Customer marketing and CRM with a track record of successfully developing and executing highly impactful CRM programmes and initiatives, preferably in a scaling consumer tech or marketplace business with millions of customers
- Strategic and analytical, with a focus on understanding customer behaviour and planning around data-driven insights and strategy development. Strong commercial acumen, brand appreciation and a good creative eye
- Bias to action and delivering results and experience as the final point of accountability for commercial targets and business results
- Technical CRM tool expertise (ideally Braze) with a deep understanding of related KPIs and analytics
- Strong knowledge of retention marketing tactics and best practices
- High attention to detail and comfortable managing multiple priorities, with the ability to adapt priorities quickly in response to in-market changes
- Demonstrated success in building and leading high-performance marketing teams in a hyper-growth environment
- Experience collaborating with product and engineering teams
- Analytical mindset with the ability to articulate the quantitative and qualitative impact of our efforts
- Strong verbal and written communication skills. You’ll be able to build trust and influence with peers and stakeholders, communicate effectively upwards and downwards, and confidently communicate your vision
- Ability to work strategically at a senior level as well as being comfortable to roll up your sleeves and be hands-on in the role
What the job involves
- Motorway is seeking an experienced Head of CRM & Lifecycle to develop and implement our CRM and lifecycle strategy across our two-sided marketplace, ensuring that we deliver exceptional experiences to our B2C and B2B customers at every stage of their journey
- Reporting directly to the CMO, you will be responsible for creating and leading the execution of a strategic CRM plan
- You will optimise our lifecycle campaigns, expand customer reach and touchpoints, personalise our communications and support other key functions (Product, Engineering, Sales) across the business and marketing stakeholders that utilise CRM
- You will build and innovate the CRM team, provide strategic leadership, foster a high-performing, collaborative culture, and ensure functional excellence
- This is a unique opportunity to join an exceptional team in a fast-paced and rewarding environment that is transforming the used car market
- Please note that this is a Fixed Term Contract for 12 months
- Create a strategic vision for CRM across multiple touch points (email, push, SMS, in-app messaging), and align team/ stakeholders
- Define a data-informed marketing strategy, including how we use consumer data and insights to drive segmentation, targeting, messaging and campaigns and how those can be adapted across segments
- Manage and coach a team of CRM Managers and CRM Executives across Consumer and B2B to create and execute lifecycle and marketing campaigns that deliver excellent customer interactions across multiple touch points
- Optimise our use of Braze, our CRM platform, by expanding the functionality and our capabilities to reach customers
- Own the forecast and budget around enquiries, conversion and revenue
- Identify and implement high-impact initiatives across retention channels that will accelerate customer growth, product adoption, and revenue generation
- Collaborate with internal teams to develop messaging and creative that is impactful, targeted, personalised, and consistent with brand standards
- Work with tech and product teams, identifying, assessing and managing innovative CRM marketing automation and tech stack, to help us deliver against our goals; highlighting and prioritising opportunities for automation and optimisation
- Analyse data and reports to identify trends and opportunities to improve customer experience and product discoverability
- Embrace and champion a test-and-learn environment to demonstrate new ways to drive engagement and increase customer loyalty
- Report regularly on progress and results to various stakeholders, including senior leadership
- Establish key metrics for retention success, develop dashboards with the analytics team, and monitor and report regularly to leadership & key stakeholders across the organisation
- Stay up-to-date on the latest CRM trends and technologies
- Manage, nurture and grow the CRM team, maintaining a high-performing team
Salary benchmarks
Our take
Like many industries, the second-hand car market has undergone significant transformation, with more and more dealers and car owners looking to buy and sell cars online. Motorway is one of a handful of online car marketplaces that are capitalising on this trend.
Motorway differentiates itself from traditional e-commerce and brick and mortar stores because it’s a marketplace, rather than an inventory. This allows for improved speed and verification. Owners sell their cars 100% online in as little as 24 hours with free car collection, while Motorway also supports car dealerships with a new channel for acquisition of used car stock.
Since being founded in 2017, Motorway has grown rapidly, achieving unicorn status in 2021. It is planning on putting this capital to use expanding both geographically and internally, adding more features to its already well-reviewed product. One such feature is its ULEZ checker, which allows car buyers to assess the environmental compliance of vehicles.
The biggest challenge Motorway faces is competing with other well-funded competitors jumping on this trend, such as Auto1 and Cazoo, as well as established companies like Webuyanycar.com. However, online penetration in the £480 billion British and EU used car market is minimal - suggesting that there is enough market to share amongst Motorway and its competitors.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Employee endorsements
Challenging work
"We push boundaries all the time, some people think we're an automotive company, but we're a tech company and think like one. So that includes using..."
Funding (last 2 of 4 rounds)
Nov 2021
$190m
SERIES C
Jun 2021
$64.5m
SERIES B
Total funding: $273.1m
Company benefits
- Many of our roles include significant stock options, so you can share in Motorway’s growth and future success
- Our friendly team meet up regularly for lunches and after-work drinks, plus we hold larger events at least twice a year
- Many of our roles include flexibility to work from home regularly, or fully remote for some of the year
- Many roles allow you to choose a schedule that works for you around your core hours
- Your health is your wealth! We take our health and well-being seriously with comprehensive BUPA health insurance offered to every team member, regardless of seniority
- You will have a personal learning and development budget to spend on a wide range of books, courses and conferences. We also include subscriptions to services like Headspace and Audible
- Lease a brand new electric car through your gross salary saving up to 40% on the retail cost
- Purchase a bicycle, accessories and safety equipment through your gross salary, so that you can save on the cost of a new bike & accessories
- Juggling parenting and work is challenging. We want to support you as best we can at this important time for you and your family
- Our pension provider is NEST, through whom you have a choice of funds that you can align with your faith, beliefs and attitudes to risk
Company values
- Create new roads - Changing things for the better through innovation
- Take the wheel - Being accountable and facing hard challenges head-on
- Be humble - Leaving egos at the door — we succeed as one
- Pedal to the metal - We move fast and act decisively
- 5-star comes as standard - Experiences that delight, excellence as standard
Company HQ
Fitzrovia, London, UK
Articles
Leadership
Tom Leathes
(Co-Founder & CEO)Previously co-founded Top10, uSwitch.com, Official Space, LoanCube, and Acre.
Tanya Cordrey
(CPO)Previously the VP of Product at Instagram. They also spent 7 years at Guardian News & Media as a General Manager and Chief Digital Officer.
Naomi Walkland
(CMO)Previously spent almost 6 years at Bumble, initially joining as a Marketing Lead before working their way up to become the VP of EMEA & APAC Marketing.
James Wilson
(COO)Previously spent almost 8 years at Amazon in various Head of Marketplace roles. Prior to that, they spent nearly 10 years at Bain as a Principal.
Liz Kistruck
(CFO)Previously the CFO at Lyst. Prior to that, they spent almost 14 years at Expedia Group in various roles, including CFO.
People progressing
Steve joined Motorway back in October 2018 as a Senior Product Manager, since them, they have risen through the ranks to Lead PM, Head of Product, and now serve as the Principal Product Manager.
Diversity, Equity & Inclusion at Motorway
- Motorway is committed to equality of opportunity for all employees. We provide a supportive and inclusive environment where individuals from all backgrounds can reach their full potential. We welcome applications from all individuals regardless of age, disability, sex, gender identity, sexual orientation, pregnancy and maternity, race, religion or belief, and marital or civil partnership status.
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