Head of CRM

At SumUp, we are motivated by the purpose of leveling the playing field for small businesses. We empower small business owners by creating simple and affordable tools to manage payments, finance and customer relationships. We are a passionate team that thrives on human connection, autonomy and the desire to constantly learn, guided by our values 'Founder's Mentality', 'Team First' and 'We Care'. We want to build an enduring organization that is people-positive, disciplined and that constantly innovates from within. Agility is the essence of an enduring organization and we strive to create an organization that fosters it.

Ready to redefine what CRM can be? As Head of CRM at SumUp, you'll architect the future of merchant engagement for over 4 million SumUp merchants worldwide. This isn't just about managing campaigns - you'll transform how we connect with merchants, turning every interaction into an opportunity they anticipate rather than tolerate. You'll lead a talented team of CRM professionals responsible for 175+ active journeys, coaching them to evolve from tactical executors to strategic visionaries who own their impact. With direct access to senior leadership across all business lines, you'll shape company-wide priorities while building the automation-first CRM engine that scales with SumUp's growth. If you're energized by the challenge of creating world-class experiences at scale and ready to leave your mark on the fintech landscape, this is your platform to shine.

• Drive end-to-end CRM strategy - Own and proactively lead comprehensive CRM strategy spanning customer lifecycle, engagement, data, and technology to align with business objectives across all product lines 
• Empower high-performing teams - Coach and develop a team of 10+ CRM specialists to take proactive ownership of outcomes, shifting from facilitation to strategic leadership and accountability 
• Scale automation and operational excellence - Identify and automate manual processes across 175+ CRM journeys, driving efficiency while enabling the team to focus on high-value strategic initiatives 
• Transform merchant engagement experiences - Design world-class lifecycle journeys that merchants look forward to, moving from volume-based to value-driven communications that drive retention and growth 
• Optimize CRM platforms and technology - Oversee and enhance CRM systems, segmentation, workflows, and multi-channel campaign automation to improve execution speed, data accuracy, and scalable impact 
• Drive data-driven decision making - Leverage analytics to monitor performance, derive actionable insights, and continuously optimize campaigns for improved merchant retention, product adoption, and revenue growth 
• Collaborate across business lines - Partner with Sales, Product, Marketing, Platform & Lifecycle teams, and senior stakeholders to ensure CRM initiatives support SumUp's broader strategic objectives 
• Build strategic roadmaps - Develop and execute CRM roadmaps that balance immediate automation wins with long-term strategic initiatives, managing multiple projects and priorities simultaneously

• You're a proven CRM leader with experience of developing high-performing teams of 10+ specialists, successfully coaching them to take ownership of outcomes and drive strategic initiatives end-to-end 
• You have hands-on expertise with major CRM platforms like Salesforce Marketing Cloud, Iterable, or HubSpot, including setup, customization, integrations, and automation at scale in complex, multi-product environments 
• You're data-driven and analytically sharp - you can translate customer data into actionable insights using tools like Tableau or Mixpanel, with a proven track record of using data to improve retention, engagement, and product adoption 
• You have deep marketing automation expertise in designing and executing multi-channel campaigns (email, push, in-app, SMS) and managing lifecycle automations that drive measurable business results 
• You excel at stakeholder management across business lines - you can influence and align senior leaders, working effectively across multiple teams while engaging C-level executives to drive company-wide CRM alignment 
• You think and act like a founder - you're self-driven, anticipate opportunities proactively, make decisive calls, and have the pragmatism to move fast on high-impact initiatives without waiting for direction 
• You thrive in fast-growing, global tech companies with experience managing complex MarTech stacks, project portfolios, and multiple initiatives simultaneously in highly dynamic, multi-product, distributed environments 

• Impactful Leadership: Own the global CRM strategy and roadmap, leading a world-class team to elevate SumUp's merchant experience.
• Innovative Environment: Work in a fast-growing, innovative, inclusive, and ethical business where your passion and creativity will inspire teams globally.
• Global Reach: We are currently present in 36+ markets and are a global and growing team of 3000+ people from 90+ nationalities with offices across 4 continents.
• Competitive Compensation: Competitive salary and benefits and access to our SumUp Sabbatical, Employee Assistance Programs, and participation in the Virtual Stock Options Program (VSOP).
• Visa and Relocation Support: Support for visa and relocation support for you, your family, and even your pets.

Job Application Tip

We recognise that candidates feel they need to meet 100% of the job criteria in order to apply for a job. Please note that this is only a guide. If you don't tick every box, it's ok too because it means you have room to learn and develop your career at SumUp.