Head of CRM, Raylo

• Experience: 8+ years in CRM/lifecycle marketing, with 2–3 years leading teams and strategy
• A bachelor’s degree in a relevant field (e.g. marketing, business, communications, or similar)
• Platform Mastery: Hands-on with Customer.io, Braze, Iterable, or equivalent, comfortable owning data models, automations, and complex segmentation
• Data & Analytics: Proficient at building dashboards, interpreting KPIs, and partnering with BI to uncover actionable insights
• Testing Discipline: Deep understanding of holdout frameworks and statistical inference to quantify true incremental impact
• Channel Expertise: Email, SMS, push, and in-app messaging, knowing when (and when not) to speak to customers for maximum CLTV
• Product-Savvy Collaborator: Thrive in cross-functional squads, translating business goals into product and engineering requirements
• Domain Advantage (Bonus): Subscription, fintech, telco, or hardware-as-a-service exposure
• Mindset: Customer-first, outcome-oriented, and comfortable in a fast-moving, scale-up environment
• We’re not looking for you to meet every point on this job description. Please still get in touch if you think you could add value and do your best work here at Raylo. We'd love to have a chat and see if you could be a great fit

Desirable

• Reporting to the VP Marketing, you’ll lead Raylo’s end-to-end CRM function, owning lifecycle strategy, experimentation, and platform operations (Customer.io) for both the web and the Raylo App
• You’ll work cross-functionally with Product, Data, Engineering, Commercial, and Brand to unlock incremental revenue, boost customer retention, and deepen loyalty
• As Raylo’s CRM leader, you’ll set the vision, hire and mentor a high-performing team, and embed a test-and-learn culture that maximises customer lifetime value (CLTV) and Net Dollar Retention (NDR). We move fast, iterate frequently, and stay laser-focused on measurable outcomes
• Define & Execute Strategy
• Own the CRM roadmap covering onboarding, engagement, upgrades, win-back, and loyalty
• Align lifecycle initiatives to company-level OKRs for incremental ARR, NDR, and app MAU
• Own the Platform
• Lead the setup, data integrity, and automation scalability of Customer.io
• Ensure seamless integration of customer, subscription, device, and behavioural data feeds
• Experiment Relentlessly
• Design and run A/B, geo, and time-based holdout tests to prove incremental lift
• Build dashboards and processes that surface insights and guide investment
• Drive App Engagement
• Personalise the Raylo App experience via deep linking, contextual nudges, and in-app messaging
• Partner with Product to ship CRM-driven features that increase MAU and upgrade conversion
• Supercharge Multi-Merchant & Product Growth
• Collaborate with Commercial to plan and launch merchant-specific and new-product campaigns (e-g, PlayStation Flex, Raylo Business)
• Measure & Report Impact
• Own forecasts and performance reporting for CRM’s contribution to revenue, retention, and NPS
• Present learnings and next steps to leadership on a regular cadence
• Build & Lead the Team
• Hire, inspire, and develop CRM managers and specialists across channel operations, copy, and analytics

• Once you submit your application, our Talent Team will contact you if you have been shortlisted for the role
• We set an exceptionally high bar at Raylo, and in return, we will aim to give you the best candidate experience possible
• If there's anything we can do to make your application process easier for you, because of disability, neurodiversity or any other personal reason, please let us know
• Stage 1: Talent Screening (30-45 minutes)
• Stage 2: Hiring Manager Interview (~60 minutes)
• Stage 3: Task Stage: Case Study or a Take-home task (~90 minutes)
• Stage 4: Values-based Interview (45 minutes)
• Stage 5: Co-founder Final (45 minutes)
• As an FCA-regulated business, we conduct background checks (DBS and AML) on all successful candidates who are offered a position at Raylo during the onboarding process