Head of Global CRM Programmes – Operations

Ten Lifestyle Group

Head of Global CRM Programmes and Operations at Ten, focusing on scalable CRM delivery across markets. Leading operational excellence and strategic partnerships for CRM initiatives.

Posted 7/3/2026full-timeLondon • 🇬🇧 United KingdomLeadWebsite

Tech Stack

Tools & technologies

PMP

About the role

Key responsibilities & impact

Lead the global CRM roadmap and operating model, ensuring the effective planning, prioritisation and execution of CRM programmes across all markets.
Own CRM delivery governance, ensuring all activity is managed through structured processes, clear accountability and agreed service levels.
Establish and maintain operational frameworks that support efficient campaign execution, automation delivery and lifecycle programme management.
Drive operational excellence across campaign delivery, lifecycle programmes, automation and personalisation initiatives through continuous improvement across CRM processes.
Identify opportunities to improve efficiency, scalability and execution quality.
Ensure CRM activity is delivered consistently across regions while supporting local market requirements.
Lead the end-to-end operational execution of CRM programmes across multiple regions, clients and business units.
Partner with Data, Product, Technology, Commercial and Client teams to ensure seamless CRM execution.
Create a scalable global CRM operating model, including optimal CRM attribution models and new channel launch strategies.
Ensure consistent execution standards across all markets.
Act as the senior escalation point for CRM delivery, operational risk and programme governance.
Act as the global subject matter expert for Braze, ensuring effective use of platform capabilities.
Ensure the underlying CRM infrastructure supports scalable automation, advanced segmentation and real-time personalisation.
Monitor and evaluate the performance of CRM initiatives globally, identifying opportunities for continuous optimisation and improvement.
Act as a key strategic partner to Proposition, Product, Data, Technology and Regional teams, ensuring strong alignment on CRM initiatives.

Requirements

What you’ll need

Extensive experience leading CRM operations, programme management and delivery functions within complex, fast-paced environments.
Deep understanding of CRM platforms, including Braze, and the operational frameworks required to support scalable CRM delivery.
Strong project and programme management expertise, with experience establishing governance frameworks, managing cross-functional dependencies and stakeholders, mitigating risks and delivering large-scale transformation initiatives.
Experience applying recognised project and programme management methodologies, such as Agile, Scrum, PRINCE2, PMP and MSP, to deliver complex, cross-functional initiatives at scale.
Experience managing global teams and complex multi-market delivery environments.
Proven track record of process optimisation, operational transformation and continuous improvement.
Strong analytical and commercial mindset with experience using data to drive decision-making and performance optimisation.
Excellent leadership, communication and influencing skills, with the ability to align stakeholders and drive execution across multiple functions.

Benefits

Comp & perks

A competitive salary depending on experience.
Hybrid working. You can combine working from home and working from the office.
Paid time away from work. Our employees enjoy a competitive paid time off package, including a paid day each year to volunteer time for a good cause that is important to them.
Paid Sabbaticals. One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave.
Extra Rewards. Lucrative Ten Loyalty Rewards program which includes a bonus and gift to say thank you for being part of Ten.
Remote Working Holidays - possibilities to Travel and Work anywhere in the world!
Employee Discounts. Access to lots of great travel and entertainment discounts as our clients’ members would!
Be part of our global, dynamic, and inclusive Team, with diversity at its core.
Genuine career opportunities within a dynamic and international company.
Commitment to Diversity. We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs.

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Hard Skills & Tools

CRM Programme ManagementOperational Framework DevelopmentData-Driven Decision MakingCross-Functional Stakeholder ManagementPerformance Optimisation

Soft Skills

LeadershipCommunicationInfluencing