Head of CRM

Location: Greater London

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Why We Exist

At Raylo, we’re on a mission to accelerate the move to a circular economy. The only way customers and manufacturers will make that shift is if it’s simple and cost‑effective – this is where we come in. We’re building a category‑defining global subscription infrastructure, making premium tech accessible and affordable for both consumers and businesses. With over 180,000 subscribers in the UK and growth accelerating, we’ve proven the demand for a smarter, more sustainable way to access technology.

Raylo is a fast‑growing and profitable company, backed by global investors including Macquarie, Nat West and Channel 4 Ventures. We are proud to have been selected for Endeavor’s network in 2024 and to have been recognised by Tech Nation’s UK’s Future Fifty programme in 2025. We have been B‑Corp certified since 2021 and were recently acknowledged by S&P Global for the positive impact of our circular business model via a Green Financing with Nat West.

At Raylo, performance matters. We set ambitious goals, move fast, and hold ourselves to a high standard, because our mission is too important to settle for less.

Our Core Values

💡 Be deeply curious – We thrive on innovation through diverse approaches, views, and people.
👟 Walk in your customer’s shoes – To build the best products and make the best decisions for the long term, we must figure out what our customers need, not just what they want.
🎯 Focus and execute – We have a big vision, but we believe in nailing the most important problems first.
💥 Be gritty – Only gritty teams succeed. Our individual ownership, passion, and perseverance mean we’re a team through thick and thin.

What To Expect

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.

What You’ll Do 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. Play Station 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.

You’ll Succeed With

• Experience:
  
  8+ years in CRM/lifecycle marketing, with 2–3 years leading teams and strategy.
• A bachelor’s degree.
• 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,…