Head of CRM

Responsibilities

• Drive commercial performance by leading strategic CRM initiatives to boost customer lifecycle performance, revenue, and conversion rates.
• Transition the CRM function from an execution mindset to a strategic advisory role, building credibility with cross-functional stakeholders.
• Pioneer AI-driven personalization by launching agentic AI decisioning capabilities for segmentation and content timing.
• Lead and develop the CRM team, raising the bar on customer-centric lifecycle strategy and operational excellence as the company scales.
• Oversee campaign execution and optimization across multiple channels, including email, push notifications, SMS, and in-app communications.

Requirements

• Proven track record in strategic stakeholder management, advising Product, Sales, and Marketing teams using data-driven insights.
• Deep expertise in customer journey mapping and personalization at scale.
• Hands-on technical administration experience with modern CRM platforms, specifically Braze or Customer.io.
• Strong proficiency in marketing analytics with a structured approach to measuring lifecycle metrics.
• Experience in people management, including evolving team operating models and processes during periods of rapid growth.

Preferred Qualifications

• Experience with AI decisioning and implementing advanced personalization technologies.
• Experience working in a fast-scaling, multi-market fintech or high-growth technology environment.

About the Company

Qonto is creating freedom for SMEs to succeed by delivering Europe's leading finance workspace with banking at its core. Serving over 600,000 customers across 8 European countries, we are a profitable, mission-driven company that puts customer satisfaction at the heart of everything we do. We embrace AI deeply in our workflows and value diversity, merit, and experimentation.