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Head of CRM Orchestration

3 months ago

Melbourne, Victoria, Australia Pepperstone Full time
The Pepperstone story started in 2010. We know what it's like to trade the world's markets.

Our team describes us as a place for the curious and the driven, and we like to do things a little differently; as a transformative global fintech, we're digital, nimble, connected, and united in our vision to create a better way to trade.

We thrive on progress - for our clients and for ourselves. Our organizational culture is ever-evolving, vibrant, diverse, global, and results-focused. You'll find our 350+ team currently across 9 locations and time zones.

The Role


Our
Head of CRM Orchestration is a brand-new role responsible for leading the development and execution of Pepperstone's CRM strategy.

Aligning it with overall business objectives and the customer journey, you'll drive improvements in conversion, retention, and revenue. Collaboration with cross-functional teams, such as marketing, sales, and product, will ensure consistent messaging and seamless customer experiences.

Additionally, you'll provide leadership and mentorship across all client engagement areas, ensuring effective communication and commercially advantageous interventions at every stage of the customer lifecycle journey.

As our
Head of CRM Orchestration, you will be responsible for:

  • Developing and executing the CRM strategy, aligning it with the overall business objectives and customer journey.
  • Nurturing and maintaining longlasting relationships with existing clients through targeted communication campaigns and personalized experiences.
  • Leveraging datadriven insights to drive customer engagement and retention.
  • Collaborating with crossfunctional teams, including marketing, sales, and product, to ensure consistent messaging and seamless customer experiences.
  • Identifying opportunities for process improvement and automation within the CRM system.
  • Monitoring and analyzing key performance metrics to measure the effectiveness of CRM initiatives.
  • Staying uptodate with industry trends and best practices to continuously optimize the CRM strategy.

About You:

  • Proven experience in CRM or customer lifecycle management, ideally within the capital markets industry.
  • Strong analytical skills and the ability to translate data into actionable insights.
  • Excellent communication and interpersonal skills, with the ability to build relationships at various levels.
  • Familiarity with CRM platforms, such as Salesforce or HubSpot, and proficiency in marketing automation tools.
  • Demonstrated project management skills, with the ability to handle multiple priorities and meet deadlines.
  • Knowledge of regulatory requirements and compliance within the financial services industry.

Why you will enjoy working with us:

  • Competitive salary structure including company bonus scheme
  • Genuinely collaborative and friendly culture
  • Flexible and hybrid working
  • Remote working option work from anywhere for up to 6 weeks per year, in addition to hybrid working as standard
  • Ongoing personal development & learning opportunities
  • 15 weeks paid primary carers parental leave & 4 weeks paid secondary carers leave
  • 3 paid volunteering days per year & Workplace Giving Program
  • Frequent events and celebrations including a standard weekly social
  • Beautifully renovated large office at Collins Square 727 Collins Street, Melbourne
  • Best in class end of trip facilities including bicycle parking, change rooms & showers
  • A full stocked kitchen, onsite coffee machines with locally sourced coffee beans (this is Melbourne after all) and curated specialty teas

More about Pepperstone


We understand it's important to do due diligence on a prospective employer, see what our team are saying on Glassdoor.

We respect our team members' experiences and will never pay to remove a negative review.

"We are a 2023 Circle Back Initiative Employer - we respond to every applicant".

  • Note to external agencies: While we appreciate the efforts of external recruitment agencies, we prefer to engage directly with applicants for this opportunity._
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