Location: London, Berlin. Click inside to apply.
(Image Source)
GLO
We’re looking for a talented Marketer to join us as Global Head of CRM at Blacklane to lead the next scale-up phase of our CRM strategy. This role will step-change our capability in the field of CRM and accelerate our retention metrics as we build our brand in over 50 markets worldwide.
Blacklane has offered a successful global chauffeur service to business and leisure travellers for over 12 years. With sizable investors behind us, we have huge ambitions to expand our business, and we need a strategic and hands-on leader to help us do that through best in class communication to our current guests, bookers, partners and chauffeurs.
YOUR CHALLENGE:
- CRM Ownership: You will be responsible for the planning, execution and measurement of all existing customer CRM communications and will deliver an ambitious short and long term engagement and retention strategy to increase retention and lifetime value.
- Team leadership: You will inspire and empower a team of bright and passionate lifecycle and campaign managers across B2B, B2C and Supply segments, providing mentorship, guidance and professional development opportunities. You will ensure resources are allocated effectively and the team is well structured for success.
- Data-driven optimisation: You will put robust dashboards, testing and measurement frameworks in place to learn what is driving growth, identify new opportunities and optimise KPI performance across activation, reactivation and retention initiatives.
- Audience insights: You will implement feedback mechanisms (eg surveys or NPS) and will develop a deep understanding of customer segments and behaviours. You will leverage insights to optimise messaging and create highly targeted campaigns.
- Goal setting: You will use a deep understanding of your team’s impact to set appropriate growth forecasts and will take responsibility for achieving those targets, refining your plan as needed in light of new insight from across the business.
- CRM advocate: You will speak articulately to your team’s activity and performance to improve understanding and inspire confidence within Blacklane. Where necessary you will build strong business cases and will advocate for change in leadership forums.
- Collaboration: You will partner very closely with wider Marketing, Sales, Product, Data and Operations teams to ensure your plan aligns and evolves in tandem with their roadmaps to effectively achieve organisational goals.
- Partner Management: You will continue to build our relationship with our technical partners and will ensure that we extract maximum value from those relationships.
- Break new ground: You will stay up to date with the latest CRM trends, best practices and technologies and will bring new functionality in house to improve marketing automation strategies and help us scale.
ABOUT YOU:
- Depth of expertise in a relevant industry: The ideal candidate will have 10+ years’ experience in delivering best in class CRM strategies in the context of a luxury, digitally-enabled experience brand.
- Results-focus: You are action oriented and will have a strong track record of delivering revenue and customer engagement growth for businesses in a scale up phase.
- Team leadership: Proven experience leading and nurturing high performing teams, by leveraging individual strengths and fostering a culture of open communication, agility and learning.
- Strategic thinking: You have the ability to shape a strategic vision for your team and function that contributes strongly to overall company business strategy. You can navigate complex decisions and make sound judgement calls.
- Data driven: You are highly proficient at data analysis, you are at ease with funnel metrics and rigorously apply insight to tighten strategies and increase customer lifetime value.
- Collaborative leadership: You don’t have an ego, but rather you foster a culture of collaboration & positivity. You have the ability to simultaneously keep things on track whilst remaining open to change and can drive results through partnering teams.
- Global scope: You have experience scaling CRM teams and optimising infrastructure and processes for international growth across B2C, B2B and Supply segments.
- Technical expertise: You are highly proficient with CRM & Automation tools (i.e. Braze), specifically in setting up complex customer lifecycle journeys and campaigns and enabling a consistent and automated reporting setup and you can oversee the management of the CRM data architecture, and are able to evaluate, procure and implement new marketing software to improve results whilst ensuring safe and effective delivery of our communications.
- Lastly, you can oversee the management of the CRM data architecture, and are able to evaluate, procure and implement new marketing software to improve results whilst ensuring safe and effective delivery of our communications.
MORE THAN A JOB
Working at Blacklane: We prioritize fostering a strong company culture that promotes collaboration, innovation, and meaningful connections among our employees. Our offices in Berlin and Dubai serve as a central hub where employees come together to collaborate, build relationships, and participate in cultural events that reinforce our shared values. For our employees outside these geographies we promote having a hub life where our employees come together in their specific locations as we believe this plays a crucial role in supporting employee well-being, facilitating career development opportunities such as shadowing and mentorship programs, and nurturing a sense of belonging within our team. We are committed to creating a workplace where every individual feels valued, supported, and empowered to contribute their best work. Through our dedication to cultivating a strong company culture, we aim to drive engagement, productivity, and success across the organization and also offer the following:
- Continuous Learning: We believe that open and actionable feedback is the essential component of continuous development. Set your personal development plan and take an active role in our internal learning communities to progress your career.
- Flexible Working: Even the most ambitious Blacklaner needs some time to unwind. Find out what works for you and your team with flexible working hours and home office days.
- Become Part of the Crew: Get to know your fellow Blacklaners through our regular team socials. Our success comes from a collaboration of more than 350 people from 70 nations and we are looking for more exceptional people to join us!
- Employee Stock Options Plan: We want all Blacklaners to benefit from the company’s success, so every employee gets virtual stock options.
- Fair Remuneration: We’ve banded salary levels and matched them to the local costs of living, meaning you’re always paid fairly and you know that the rest of the crew is too.
- Sustainability: We care for both people and the planet, having launched the mobility’s industry-first global carbon offset scheme in 2017. Blacklane plans to deliver 35% of global rides in EVs by year-end 2024, and 50% by the end of year 2025.
- Equal Opportunity: We are committed to inclusion and diversity. A company is only as strong as its crew, so we developed a work environment that is inclusive, inspiring and open. All qualified applicants receive consideration for employment without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.
- Blacklane Cares day: Every crew member receives 8 hours of paid leave per year to participate in volunteering initiatives of their choice or lead employee-driven community outreach projects. Utilize your time to lend hands to a cause that drives your passion.
Disclaimer: Press release
© Press Release 2025
Send us your press releases to news@globalloyalty.org
Press releases originate from external third-party providers. This website does not have responsibility or control over its content, which is presented as is, without any alterations. Neither this website nor its affiliates guarantee the accuracy of the views or opinions expressed in the press release.
The press release is intended solely for informational purposes and does not offer tax, legal, or investment advice, nor does it express any opinion regarding the suitability, value, or profitability of specific securities, portfolios, or investment strategies. Neither this website nor its affiliates are liable for any errors or inaccuracies in the content, nor for any actions taken based on it. By using the information provided in this article, you agree to do so at your own risk.
To the maximum extent permitted by applicable law, this website, its parent company, subsidiaries, affiliates, shareholders, directors, officers, employees, agents, advertisers, content providers, and licensors shall not be liable to you for any direct, indirect, consequential, special, incidental, punitive, or exemplary damages, including but not limited to lost profits, savings, and revenues, whether in negligence, tort, contract, or any other theory of liability, even if the possibility of such damages was known or foreseeable.
The images used in press releases and articles provided by 3rd party sources belong to the respective source provider and are used for illustrative purposes in accordance with the original press releases and publications.
Disclaimer: Content
While we strive to maintain accurate and up-to-date content, Global Loyalty Organisation Ltd. makes no representations or warranties of any kind, express or implied, about the correctness accuracy, completeness, adequacy, or reliability of the information or the results derived from its use, not that the content will meet your requirements or expectations. The content is provided “as is” and “as available”. You agree that your use of the content is at your own risk. Global Loyalty Organisation Ltd. disclaims all warranties related to the content, including implied warranties of merchantability, fitness for a particular purpose, non-infringement, and title, and is not liable for a particular purpose, non-infringement, and title, and is not liable for any interruptions. Some jurisdictions do not allow the exclusion of certain warranties, so these jurisdictions may not apply to you. Global Loyalty Organisation Ltd. Reserves the right to modify, interrupt, or discontinue the content without notice and is not liable for doing so.
Global Loyalty Organisation Ltd. shall not be liable for any damages, including special, indirect, consequential, or incidental damages, or damages for lost profits, revenue, or use, arising out of or related to the content, whether in contract, negligence, tort, statute, equity, law, or otherwise, even if advised of such damages. Some jurisdictions do not allow limitations on liability for incidental or consequential damages, so this limitation may not apply to you. These disclaimers and limitations apply to Global Loyalty Organisation Ltd. and its parent, affiliates, related companies, contractors, sponsors, and their respective directors, officers, members, employees, agents, content providers, licensors, and advisors.
The content and its compilation, created by Global Loyalty Organisation Ltd, are the property of Global Loyalty Organisation Ltd. and cannot be reproduced without prior written permission.
