Head of CRM & CX - Consultancy

Head of CRM & CX €75,000 - €85,000Paris / Office and client-site basedA fast-growing marketing consultancy is hiring a Head of CRM & CX to lead its retention and customer experience practice. You'll work embedded with e-commerce, luxury and media brands, so the impact of your work shows up directly in their revenue. You'll inherit an established team and have real freedom to shape where the practice goes next.What You'll DoLead and grow a team of CRM and CX specialists, including hiring, project staffing and developmentOwn the CRM strategy for each client across activation, retention, repeat purchase and win-backBuild and optimise lifecycle journeys and automated programmes across email, SMS and other owned channelsShape customer journeys end to end, from first visit through to loyal customerUse content, from newsletters to product pages, to drive engagement and conversionSet clear KPIs for each client and report on performance in revenue termsRun audits and build roadmaps that give clients clear, prioritised next stepsDevelop the team's methodologies and playbooks so delivery is consistent across accountsBe the senior contact for client leadership and get hands-on with the most strategic workKeep the team ahead on tools and on how AI is changing CRM and CXYou'll Bring7+ years in CRM, lifecycle or growth, ideally across e-commerce, luxury or mediaAgency or consultancy experience, or client-side experience working heavily with agenciesExperience leading and developing a teamStrong analytical skills, with the ability to pull your own data using GA4, SQL and dashboarding toolsStrong knowledge of CRM and email platforms such as Klaviyo, Salesforce Marketing Cloud or similarTesting or CRO experience is a bonus, not a requirementFluent French and professional English