CRM Team Lead
WFA Digital Insight
As demand for CRM specialists continues to soar, companies like Massive Rocket are looking for leaders who can drive client success through innovative campaign delivery. With the CRM market expected to grow significantly in the next few years, professionals with expertise in Braze and a strong background in digital marketing are in high demand. Massive Rocket's commitment to fostering a culture of ownership and collaboration makes this role particularly appealing for those looking to make a real impact in a rapidly scaling agency. Candidates should be prepared to showcase their ability to lead high-performing teams and leverage their CRM expertise to drive long-term client success.
Job Description
About the Role
The CRM Team Lead position at Massive Rocket is a key role that involves leading a high-performing team of CRM Consultants to deliver exceptional campaigns and initiatives across multiple channels. As a leader in this team, you will be responsible for guiding your team members to ensure their work consistently meets the company's standards for quality, speed, and execution. Your expertise in CRM will be crucial in helping your team deliver work that is consistent, impactful, and aligned with client goals.The success of Massive Rocket's clients depends on the ability of its teams to deliver high-quality campaigns and initiatives. As the CRM Team Lead, you will play a pivotal role in ensuring that your team's work meets the expectations of both the company and its clients. Your leadership skills, combined with your CRM expertise, will be invaluable in driving the success of Massive Rocket's clients.
Massive Rocket is a rapidly scaling agency that is committed to transforming how digital marketing, product, and engineering teams connect. The company's mission is to build human experiences at scale, powered by cutting-edge web, mobile, cloud, data, and AI technologies. As a member of the Massive Rocket team, you will have the opportunity to work with a talented group of professionals who are passionate about innovation and delivering exceptional results.
What You Will Do
- Lead and support a team of up to 10 CRM Consultants to ensure their work consistently meets Massive Rocket's standards for quality, speed, and execution
- Hold the team accountable to best-in-class delivery practices and the expectations of the CRM Practice
- Lead the end-to-end execution of CRM initiatives within the Braze platform across multiple channels
- Configure and customise Braze to bring strategies and campaigns to life with precision
- Design and launch targeted, high-impact marketing campaigns using Braze's messaging capabilities
- Leverage Braze's segmentation and personalisation tools to tailor experiences to specific audience groups
- Work closely with the strategy team and other stakeholders to ensure flawless alignment between strategy and execution
- Partner directly with clients to understand their goals and shape solutions that deliver meaningful, lasting results
- Provide clear direction and foster strong collaboration within the team to ensure the delivery of high-quality work
- Analyse campaign performance and provide insights to improve future campaigns
What We Are Looking For
- 10+ years of CRM experience, delivering high-quality work across complex customer engagement ecosystems
- 4+ years in a leadership or management role, guiding teams to consistent, high-impact delivery
- 2+ years of hands-on Braze experience, with a strong command of its features and best practices
- Exceptional attention to detail, including QA across campaigns, integrations, and documentation
- Strong grounding in digital marketing, with a clear understanding of how CRM fits into the wider customer experience
- Proven ability to leverage AI tools to boost productivity and streamline day-to-day workflows
- Solid understanding of relational databases and data structures for smarter segmentation and personalisation
- Proactive, collaborative mindset, thriving in cross-functional environments
- Excellent interpersonal and communication skills, built through agency or client-facing experience
- Comfortable operating in fast-paced agency settings, managing multiple stakeholders and priorities
- Fluent English (C1 level) with strong written and verbal communication
Nice to Have
- Braze certifications (Practitioner, Marketer, or equivalent)
- Deep, hands-on experience with the Braze platform, confidently using its full feature set to deliver high-impact campaigns
- Strong SQL skills, with experience analysing data to drive smarter segmentation, personalisation, and decision-making
- Experience working with Excel and other data analysis tools
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a talented team of professionals who are passionate about innovation and delivering exceptional results
- Collaborative and dynamic work environment
- Professional development opportunities to help you grow in your career
- Flexible working hours and remote work options
- Access to the latest tools and technologies
- Recognition and reward for outstanding performance
- Comprehensive health and wellness package
- Generous paid time off and holiday allowance
How to Stand Out
- Tip: Make sure you have a strong understanding of CRM principles and how they apply to the Braze platform.
- When applying, highlight your experience in leading teams and delivering high-quality campaigns.
- Showcase your skills in data analysis and your ability to leverage AI tools to boost productivity.
- Emphasise your ability to work collaboratively in a fast-paced environment and manage multiple stakeholders.
- Be prepared to provide examples of your experience with Braze and other CRM platforms.
- When negotiating salary, consider the company's budget and the market rate for the role.
- Be aware of the company culture and values, and be prepared to discuss how you align with them.
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