Head of CX, Croud
3-5 days a week in office
Performance marketing agency
Be an early applicant
Performance marketing agency
501-1000 employees
Be an early applicant
3-5 days a week in office
501-1000 employees
Company mission
To drive business performance and growth for ambitious brands through reinvention.
Role
Who you are
- Subject matter expert, able to get across both disciplines, understanding how to bring them together to drive the client facing proposition, as well as how they work individually to ensure we have the required expertise to deliver
- Strategic thinker, able to develop the proposition
- Commercially smart, able to drive revenue and maintain margin delivery
- Proactive, able to engage with internal and external audiences to drive CX adoption
- A leader, able to direct and enthuse the teams as well as support them to deliver the highest standards of work
- Our people thrive because we Elevate Everyone and our 5 key values are integral to our cultural and business success. The successful candidate needs to excel and demonstrate:
- In it together
- Eye on the Future
- Generous in Spirit
- Do What You Say
- Make a Difference
What the job involves
- The Head of CX role brings together the Webex and CRO teams under sole leadership
- This role is part of the Organic Performance leadership team, reporting into the Director of Organic Performance and working alongside the Head of SEO and Head of Content and Language Services
- Their primary responsibility is to develop the CX proposition and drive penetration across the business to both existing clients and prospects
- The role requires high levels of proactivity and collaboration with other teams within the agency, in other markets, and different functions within the business
- At this time the team is relatively small so it is important to focus on standardisation of the product mix to drive efficiency and output
- To develop the CX proposition, articulate the benefit to clients and produce sales materials that can be shared with other teams in the agency and prospective clients to drive CX revenue growth
- To ensure that the broader agency teams, primarily in Organic Performance, but also Client Service, Strategy and Planning, the US and MENA teams, all understand the proposition and are able to sell it to clients to support growth
- To deliver the combined FY25 revenue target of £1.63m maintaining a blended gross margin of 50%
- To evolve the team structure and resource profile to deliver against the objectives
- To support the broader strategic development of the Organic Performance proposition and ensure that the CX offering fits into the overall positioning, allowing us to take a coherent story to clients
- To work directly with clients delivering projects, leading the team and being present as a point of escalation for clients, in turn ensuring high client utilisation for the team
- To focus on efficient ways of working to improve the channel margin and hit the 50% gross margin target - standardisation of the product, ways of working, templates and assets to allow the team to maximise output
- To capture revenue related to time spent working with other markets and therefore protect the UK P&L and team margin
- To manage the revenue forecast with support from the Director of Organic Performance and COO, looking ahead to ensure that the pipeline is sufficient to deliver the required monthly revenues
- To support the client service and new business teams in meetings and pitches as required
- To support and develop the team, ensuring that they have the correct training to build expertise, set the standard for leadership and in turn develop their leadership potential, making sure the correct frameworks are in place (job descriptions, objectives, performance appraisals, 121s etc) as well as softer leadership support (mentoring, management troubleshooting)
- To fulfill a broader role within the business as a Head of Department - working alongside your peer group to live the Croud vision and values, positively contribute to our culture outside your function and play your part in ensuring Croud is a great place to work
- This role reports into the Director of Organic Performance
- In the current structure this role has three direct reports across the existing Webex and CX teams
- Standard hours are from 9.00am to 5.30pm, there’s flexibility if agreed in advance with your line managers (it may also be necessary on occasions to work outside of these hours)
Salary benchmarks
Our take
Marketing teams are often under-resourced and over-stretched, and the 24/7 nature of the field only amplifies these difficulties. Yet, digital marketing continues to be a vital part of businesses marketing strategy as the opportunities for business success online continue to grow.
Croud has a unique approach to assisting digital marketers. It's propriety technology supports planning, automation and delivery of digital marketing campaigns. Croud's capability to deliver this at scale is supported by their "Croud Control" platform, a digital platform that links over 2,300 on-demand digital experts known as "Croudies" to clients.
Croud continues to expand its network of "Croudies" and the digital products available to clients. For example, its in-house "Croud Creative" team provides instant creative resources to media teams allowing them to create world-class campaigns. It also continues to make acquisitions to strengthen its position, and remains well regarded in the space.
Freddie
Company Specialist
Insights
Some candidates hear
back within 2 weeks
50% female employees
29% employee growth in 12 months
Company
Funding (1 round)
Nov 2019
$39.2m
LATE VC
Total funding: $39.2m
Company benefits
- Work from home opportunities
- 25 days holiday a year
- Annual performance bonus
- Sale commission
- Recruitment referrals bonus
- Gym membership contributions
- Ride to Work scheme
- Rail card
- Season Ticket loan
- Free fruit, breakfast cereals and tea & coffee
- Free home office chair
- Life and income protection
- Medical cash plan
- Share option scheme
- Agile Working Policy
- Summer Fridays
Company values
- Passion: Really caring about what we do - and about doing a great job for our clients. But also about our objectives, our personal development, each other, and about Croud’s success as a business
- Imagination: We never rest on our laurels and are natural problem-solvers. We continually push the boundaries for our clients – whether that’s through technological advancement or innovative business solutions
- Integrity: We care about doing the right thing, and about acting as a partner – not a supplier – to our clients. We put accountability, transparency, and meaningful results at the centre of everything we do
Company HQ
London, UK
Articles
Leadership
Ben Knight
(Founder)Ben worked within search for over ten years, and realised there was a gap in the market to deliver a more innovative way of working, so founded Croud, to cater to clients' 24/7/365 demands
Luke Smith
(CEO)Luke started his career at News International and The Economist, then turned his hand to agency relationship management at Google, where his belief that the agency model was broken grew.
People progressing
Joined as a Digital Director, promoted to Head of SEO after 1 year. Moved to become Director of Organic Performance after another 1 year and 10 months.
Having started at Croud as a Client Strategy Executive, Caroline is now Client Director
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