Director, Global CRM and Lifecycle

At Trustpilot, we're on an incredible journey. We're a profitable, high-growth FTSE-250 company with a big vision: to become the universal symbol of trust. We run the world's largest independent consumer review platform, and while we've come a long way, there's still so much exciting work to do. Come join us at the heart of trust!

Trustpilot is on an exciting global growth journey, and we are seeking a highly skilled and experienced Director of B2B CRM and Lifecycle to join our team. This is a pivotal, strategic leadership role where you will develop and own the end-to-end global B2B nurture and lifecycle engine—segmenting and personalising journeys by customer type and persona to fuel our next stage of expansion, leading to increased revenue, and maximizing customer lifetime value (CLV), whilst delivering an intuitive customer experience. 

Reporting to the Senior Director of Performance Marketing, you will be responsible for developing an interconnected and user-differentiated strategy for communicating to our business audiences across the entire customer journey, to provide a seamless and engaging experience to drive revenue and increase retention. This role requires effective stakeholder influence and management to align Global and Regional Marketing, Sales, Product, and Data teams.

You will manage a team of specialists and work closely with other aspects within the global Performance marketing team, and our regional marketing teams to develop a global-first strategy that complements our in-region activity, and meets our global acquisition goals and regional commercial targets. 

What you'll be doing:

• Develop and implement B2B CRM and lifecycle strategies - aimed at increasing net new customer revenue, delivering improved customer retention and increased CLV, and reducing churn.
• Identify opportunities to advance our CRM and lifecycle channels using functional improvements such as AI-driven audience segmentation, predictive modeling, and trigger-based automation to deliver the right message, at the right time, to the right persona across all touchpoints.
• Continuously monitor and optimize our B2B customer journeys, identifying opportunities for improvement across channels, formats, and cadence, and implementing changes to increase engagement and revenue.
• Develop and maintain a deep understanding of our B2B customers and their needs, developing in collaboration the core buyer personas and understanding how best to engage and communicate to their needs.
• Manage the operating model of B2B communications by identifying and working closely with key stakeholders to develop centralised governance of CRM communications for greater alignment and efficiency.
• Lead a team of CRM specialists to own the end-to-end lifecycle programme across our global business audiences, developing clear objectives and strategy, and supporting the professional development of the team.
• Identify areas for resource investment and budget allocation to fulfill our objectives with the Senior Director of Performance Marketing.
• Work closely with the GTM Tech team to scope and roadmap CRM platform development, the adoption of best practice data management, and new ways to leverage AI.
• Develop intuitive and real-time reporting capabilities to effectively articulate the performance and revenue impact of lifecycle and CRM programmes to senior management.

Who you are:

• 8+ years of strategic CRM and lifecycle leadership, with a focus on B2B in the SaaS and technology sectors, and 4+ years of team management experience.
• Experience working with Salesforce Marketing Cloud is necessary.
• As a CRM specialist, you’ll have delivered complex, high-volume B2B lifecycle programmes for SaaS or technology businesses, with deep technical skills and understanding of audience definition and journey mapping.
• Previous experience with eCommerce B2B CRM and lifecycle would be desirable.
• Strategic thinking with a clear customer-centric mindset and the ability to turn ambiguous business objectives into a clear, measurable, and executable lifecycle roadmap.
• Willingness to get your hands dirty to execute on your strategic vision.
• Ability to get buy-in from key management and drive results in a fast-paced environment.
• Effective team leadership skills, with experience guiding and developing efficient teams.
• Demonstrated proficiency in stakeholder management and communication, capable of engaging with senior stakeholders.

What's in it for you:

• A range of flexible working options to dedicate time to what matters to you
• Competitive compensation package + bonus
• 25 days holiday per year, with an extra 5 days holiday allocated after your 1 year anniversary (prorated) 
• Res