Head of CRM

WHO WE ARE:

At CloserStill, we strive to deliver the best. We’re on a mission to be the most dynamic B2B events and communities business in every market we serve, bringing people together to learn, connect and grow.

Operating across five regions, we power over 200 market-leading events, publications and brands across Business Technologies, Healthcare, Learning, HR & Education, and Future Transport & Infrastructure.

But what truly sets us apart is our people.

Our teams are diverse, driven, and united by a shared commitment to excellence. Rooted in our core values of ownership, empathy, teamwork, integrity, and determination, we empower every employee to grow, shape their own path and make a meaningful impact.

Joining CloserStill means being part of something bigger - not just building events, but creating opportunities, connections, and lasting value for the communities we serve.

WHO WE ARE LOOKING FOR:

We're looking for a Head of CRM to own the strategy, operating model, governance and continuous improvement of CloserStill Media's CRM platforms. You'll connect technology, sales, marketing, data and business operations to give us a trusted view of our customers, improve pipeline performance, strengthen marketing effectiveness and support more consistent commercial execution across the group.

This senior leadership role combines CRM platform expertise, revenue operations, program delivery, and people leadership. You'll balance strategic planning with practical delivery and technical excellence, making sure our CRM investment delivers measurable commercial and customer outcomes.

THE ROLE:

Team management and leadership

• Lead, coach and develop the CRM and associated delivery teams, with clear objectives, accountability, performance standards and career development opportunities.

• Build a collaborative, high-performing culture focused on continuous improvement, commercial outcomes and evidence-based decision-making.

• Manage internal resources and external partners, covering capacity planning, delivery ownership, quality and knowledge transfer.

• Own CRM budget planning, forecasting and cost management, including licenses, implementation partners, support and development.

• Build strong relationships across Technology, Sales, Marketing, Data, Digital, Finance and the wider business, communicating effectively with stakeholders at all levels.

Strategy, roadmap and program delivery

• Define and maintain the group CRM strategy across Salesforce, HubSpot and associated technologies, aligned with commercial objectives, customer engagement and scalable operations.

• Own the CRM roadmap, prioritising initiatives by business value, strategic alignment, resource availability and delivery capacity.

• Lead discovery, requirements gathering, business case development, process design and delivery planning for CRM initiatives.

• Oversee CRM programmes and projects, managing scope, milestones, dependencies, resources, risks and measurable outcomes.

• Report clearly to senior stakeholders, flagging progress, risks, issues and decisions that need escalating.

CRM operating model and commercial effectiveness

• Establish and maintain a clear CRM operating model that defines platform ownership, business responsibilities, governance, support processes and decision-making authority.

• Develop consistent CRM processes, standards and ways of working across the group, cutting unnecessary complexity, customisation and fragmented solutions.

• Partner with commercial leaders to improve pipeline management, forecasting, conversion, cross-sell, upsell, account development and customer retention.

• Make sure the CRM supports an international exhibitions and events business, including show-level sales activity, group accounts, exhibitors, sponsors and repeat customers.

• Put effective governance in place for data quality, security, privacy, regulatory compliance and system resilience, backed by the right controls and performance monitoring.

• Drive adoption and process improvement through user engagement, training, performance measurement and ongoing optimisation.

Technical leadership

• Provide senior technical and functional leadership across Salesforce, HubSpot and associated CRM technologies, keeping platforms scalable, secure, maintainable and aligned with business needs.

• Oversee CRM architecture, data models, pipelines, workflows, automation, permissions, reporting, dashboards and user experience.

• Lead the design and delivery of integrations with event platforms, websites, marketing technologies, finance systems, data platforms and other business applications.

• Oversee technical delivery, including data migrations, testing, release management, incident resolution and change control.

• Evaluate emerging CRM capabilities, including AI and automation, and find opportunities to improve productivity, customer engagement and commercial performance while managing technical debt.

Marketing technology and customer engagement

• Own the effective use of HubSpot and relevant Salesforce capabilities for campaign management, segmentation, lead nurturing, scoring, routing, automation and attribution.

• Partner with Marketing and event teams to improve campaign planning, audience targeting, personalisation, consent management and customer lifecycle engagement.

• Improve the marketing-to-sales handover, including follow-up, conversion tracking and ongoing feedback between teams.

• Improve the accessibility, quality and use of customer data to support marketing performance, commercial decisions and customer engagement.

ABOUT YOU:

• Significant experience leading CRM strategy, operations, delivery or transformation in a complex, multi-team organisation.

• Strong working knowledge of Salesforce architecture and administration, including data models, objects, automation, security, reports, dashboards, integrations, release management and user adoption. Sales Cloud experience is expected, and other Salesforce products are a bonus.

• Strong working knowledge of HubSpot CRM and marketing capabilities, including objects and properties, pipelines, workflows, segmentation, lifecycle stages, lead scoring, reporting, integrations and governance.

• Experience creating and delivering multi-year roadmaps, prioritised backlogs and programmes involving technology, process, data and organisational change.

• Experience managing budgets, supplier relationships, licences, commercial negotiations, capacity planning and delivery trade-offs.

• A good understanding of data quality, master and reference data, APIs, integrations, identity and reporting, and the practical implications of connecting CRM to other platforms.

We do not usually offer sponsorship for this role.

CloserStill Media reserves the right to request a DBS or credit check should the role require it.

DIVERSITY AND INCLUSION:

CloserStill Media embrace diversity in all its forms and are committed to continuing to develop a diverse and inclusive environment that encourages collaboration and innovation.

We are an equal opportunity employer. All applicants will be considered for employment based on merit without attention to age, ethnicity, religion or beliefs, sexual orientation, gender identity, family or parental status or disability status.

We are committed to ensuring an inclusive and accessible recruitment process. If you require any reasonable adjustments at any stage, don't hesitate to get in touch with our HR team at hr@closerstillmedia.com.