Head of CRM

Mission

As Head of CRM, you build and lead a customer‑centric CRM practice that elevates the function from execution to strategic influence across Qonto’s global markets. You will have a direct impact on our growth toward banking status by shaping the customer experience and advising key stakeholders.

Responsibilities

• Drive commercial performance: Lead strategic CRM initiatives to boost customer lifecycle performance (MAC, revenue, conversion rates) and increase traffic to our product.
• Establish strategic influence: Transition the team from an execution mindset to a strategic advisory role, building credibility with stakeholders and taking full ownership of the CRM roadmap.
• Pioneer AI personalization: Launch and lead our new agentic AI decisioning and personalization capabilities, encompassing segmentation, decisioning, and content timing.
• Grow and elevate the CRM practice: Lead and develop the team as Qonto scales, raising the bar on customer‑centric lifecycle strategy, ways of working, and operational excellence and providing the hands‑on support and vision necessary for them to scale and succeed.
• Manage execution and optimization: Oversee the team’s campaign execution and optimization across email, push notifications, SMS, and in‑app communications.

What you can expect

• Market/Team Context: You’ll join a fast‑scaling, multi‑market environment as Qonto progresses on its journey toward becoming a Credit Institution. The CRM team already runs one‑shot campaigns and automation; the opportunity now is to raise the bar on customer experience—bringing deeper customer‑centricity, stronger lifecycle thinking, and tighter alignment across Marketing, Product, Sales, and Operations.
• Methodologies, how we work, and what we value: We value a deeply customer‑centric and analytical approach, where you will translate market feedback and customer data into actionable, prioritised strategies.
• Examples of successful projects we recently worked on: You will take the lead on forward‑looking initiatives, such as our cutting‑edge agentic AI decisioning project designed to pioneer 1:1 personalization at scale.
• Tools we use: We perform deep, hands‑on work with top‑tier modern CRM platforms, specifically Braze and Customer.io.

About your future manager

• Her background: With a dual background in tech and business, Kim’s career is rooted in data‑driven customer engagement. After starting at IBM and helping launch the data agency fifty‑five in the UK, she held senior marketing leadership roles at Blizzard Entertainment and Ubisoft Mobile before joining Qonto.
• What does she bring to the team? Kim brings a powerful mix of strategic vision and deep martech expertise. She will provide the technical mentorship and cross‑functional leadership needed to help you elevate Qonto’s CRM function into a true strategic powerhouse.

About You

• Strategic Stakeholder Management: You have a proven track record of elevating a function’s positioning, establishing credibility, and advising cross‑functional stakeholders (Product, Sales, localized Marketing) using data‑driven insights.
• Customer Journey & Personalization: You combine strong martech foundations with a deep understanding of customer behaviour to expand personalization capabilities across channels. You have consistently pushed the boundaries of personalization and measurement at scale (experience with AI decisioning is a plus).
• Technical Expertise: You possess strong, hands‑on administration skills and tactical depth with modern CRM platforms (specifically Braze or Customer.io), including data ingestion and complex tool architecture.
• Marketing Analytics: You are highly data‑driven, with a structured approach to measuring and optimizing lifecycle metrics to directly improve commercial performance (MAC, revenue, conversion rates).
• People Management: You’ve helped teams evolve their operating model as companies scale (roles, processes, rituals, stakeholder interfaces) and can do so with care and clarity.

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