Head of Global CRM & Lifecycle (6 month FTC - Maternity Cover)

At Trustpilot, we're on an incredible journey. We're a profitable, high-growth FTSE-250 company with a big vision: to become the universal symbol of trust. We run the world's largest open customer review platform, and while we've come a long way, there's still so much exciting work to do. Come join us at the heart of trust! We are embarking on an exciting global growth journey and we are seeking a highly skilled and experienced Head of B2B CRM and Lifecycle to join our team. As the Head of B2B CRM and Lifecycle, you will be responsible for developing and implementing our B2B CRM and Lifecycle strategy, ensuring that we deliver exceptional experiences to our B2B customers at every stage of their journey. What you’ll be doing:  * Develop and implement the B2B CRM and lifecycle strategies, with a focus on delivering new customer conversion, engagement, retention, and upsell/cross-sell opportunities. * Develop and maintain a deep understanding of our B2B customers and their needs, and use this knowledge to inform and improve our CRM and lifecycle strategies. * Continuously monitor and optimize our B2B customer journeys, identifying opportunities for improvement across channels, formats, and cadence, and implementing changes to increase engagement and revenue. * Collaborate with cross-functional teams, including Performance & Paid Media team, Marketing Operations team, Regional Marketing teams, Sales, and Product, to ensure that our B2B CRM and lifecycle strategies are aligned with broader company goals. * Work closely with regional marketing teams to set strategies for CRM & lifecycle regional activations, establish best-in-class approaches and coordinate global lifecycle campaign dashboard.  Who you are: * Extensive experience in lifecycle marketing, with a focus on B2B * Previous experience with developing and implementing effective B2B CRM and lifecycle strategies * Strategic thinking with a clear customer-centric mindset * Willingness to execute on your strategic vision * Ability to get buy-in from key management and drive results in a fast-paced environment * Proven leadership skills, with experience maintaining and developing efficient teams * Experience working with Salesforce Marketing Cloud among other CRM system is necessary  * Enhanced communication and collaboration skills What's in it for you: * A range of flexible working options to dedicate time to what matters to you * Competitive compensation package + bonus * Rich learning and development opportunities are supported through the Trustpilot Academy and Blinkist * Pension and life insurance  * Health cash plan, online GP, 24/7 Employee Assistance Plan * Full access to Headspace, a popular mindfulness app to promote positive mental health * Season ticket loan and a cycle-to-work scheme * Central office location complete with all the snacks and refreshments you can ask for * Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, ERG activities, and team socials * Access to over 4,000 deals and discounts on things like travel, electronics, fashion, fitness, cinema discounts, and more. Still not sure? We want to be a part of creating a more diverse, equitable, and inclusive world of work for all. We’re excited to hear about your experiences as well as how you will contribute to our working culture. So, even if you don’t feel you don't meet all the requirements, we'd still really like to hear from you! About us Trustpilot began in 2007 with a simple yet powerful idea that is more relevant today than ever — to be the universal symbol of trust, bringing consumers and businesses together through reviews. Trustpilot is open, independent, and impartial — we help consumers make the right choices and businesses to build trust, grow and improve. Today, we have more than 350 million reviews and 60 million monthly active users across the globe, with 149 billion annual Trustpilot brand impressions, and the numbers keep growing. We have more than 1000 employees and we’re headquartered in Copenhagen, with operations in  Amsterdam, Denver, Edinburgh, Hamburg, London, Melbourne, Milan and New York.  We’re driven by connection. It’s at the heart of what we do. Our culture keeps things fresh –– it’s built on the relationships we create. We talk, we laugh, we collaborate and we respect each other. We work across borders and cultures to be the universal symbol of trust in an ever-changing world. With vibrant office locations worldwide and over 50 nationalities, we’re proud to be an equal opportunity workplace with diverse perspectives and ideas.  Our purpose to help people and businesses help each other is a tall order, but we keep it real. We’re a great bunch of humans, doing awesome stuff, without fuss or pretense. A successful Trustpilot future is driven by you –– we give you the autonomy to shape a career you can be proud of. If you’re ready to grow, let’s go. Join us at the heart of trust. Trustpilot is committed to creating an inclusive environment where people from all backgrounds can thrive and where different viewpoints and experiences are valued and respected. Trustpilot will consider all applications for employment without regard to race, ethnicity, national origin, religious beliefs, gender identity or expression, sexual orientation, neurodiversity, disability, age, parental or veteran status. Together, we are the heart of trust. Trustpilot is a global company and our data practices are designed to ensure that your personally identifiable information is appropriately protected. Please note that your personal information will be transferred, accessed, and stored globally as necessary for the uses and disclosures stated in our Privacy Policy. If you have a disability and would like to discuss any adjustments you might need either in submitting your application, or to the recruitment process more generally, please let us know by contacting our Talent Acquisition Team (talent.acquisition@trustpilot.com) quoting the role you wish to apply for.

Delivery Lead Toronto, hybrid DEPT® is a Growth Invention company built to help the world’s most ambitious brands grow faster. Operating at the intersection of technology and marketing, our 4,000+ specialists deliver growth invention services across Brand & Media, Experience, Commerce, CRM, and Technology & Data. We’re 50|50 tech and marketing, partner-led, and first to move. Clients include Google, Lufthansa, Meta, eBay, and OpenAI. We have been certified B Corp and Climate Neutral since 2021. JOB PURPOSE This role is part of our Global Studios team. We create emotive yet conversion-focused ideas, products and campaigns at scale and speed. Our specialty is hyper-personalised, digital communications that change perceptions, shape new behaviours, and shift market share for our clients. The Delivery Lead serves as the operational linchpin for the Global Studio team, spearheading staffing operations and ensuring seamless coordination across multi-disciplinary teams. In this capacity, you will partner with the Head of Delivery and various Craft and Client teams to orchestrate high-quality, on-time, and on-budget project delivery. The role focuses on scaling and flexing Studio resources to meet evolving client needs through process optimization and the strategic application of technology. You are independently accountable for excellent operational delivery and for mentoring the wider delivery team to achieve sustained performance and efficiency. WHAT YOU’LL DO: STAFFING OPERATIONS AND MANAGEMENT * Direct Staffing Operations: Oversee all Studios staffing activity, ensuring clear, proactive, solutions oriented communication and setting firm boundaries where necessary.  * Optimize Staffing Allocation: Monitor and prioritize staffing requests, ensuring alignment with business priorities defined by Delivery Leadership. * Facilitate Stakeholder Alignment: Chair weekly resourcing and craft meetings, providing leadership status updates and fostering cross-functional alignment. * Manage Talent Mobility: Execute end-to-end account transitions and staff moves, prioritizing a seamless employee experience, involving the right stakeholders at the right time and ensuring absolute clarity amongst all stakeholders. * Strategize Staffing Solutions: Develop and implement comprehensive staffing models for new business (internal, freelance, or recruitment) and oversee the flexible 'Relay' team in coordination with Pioneers. * Capacity Forecasting and Escalation: Lead capacity forecasting initiatives with the Head of Delivery and resolve complex staffing escalations with actionable, timely solutions, involving senior leadership as required. * Cultivate Staff Experience: Prioritize the employee experience within all staffing operations, ensuring that transitions and allocations support professional growth and engagement. OPERATIONAL PROCESS AND OPTIMIZATION * Govern Jira Workflow: Manage the lifecycle of Jira tickets for freelance and new hires, ensuring strict adherence to approval protocols and maintaining data integrity for efficient sign-off. * Administer Fixed-Term Contracts (FTC): Oversee the review, approval, and extension of FTC staff, ensuring regulatory compliance and alignment with regional operational priorities. * Operational Optimisation: Conduct bi-weekly process reviews, implementing efficiency gains and driving the adoption of AI and automation within staffing operations. * Team Leadership: Track workload and oversee priorities for the junior delivery team, providing mentorship and stretch projects to foster professional development. DATA INTEGRITY AND STRATEGIC SUPPORT * Maintain Data Accuracy: Ensure 100% accuracy of staffing data within Airtable and oversee the reporting dashboard to provide leadership with actionable insights. * Analyze Operational Performance: Oversee the production of staffing reports, providing high-level analysis and proposed action plans to optimize Studio performance. * Drive KPI Benchmarks: Proactively monitor and achieve departmental KPIs, developing strategic corrective measures when performance metrics require realignment. * Translate Strategy: Ensure business  priorities and performance health actions are integrated into staffing operations and delivery initiatives. WHAT YOU BRING: The successful candidate will demonstrate: * Excellence in critical thinking and leadership. * Proven ability to manage multiple complex workflows simultaneously * Proven track record of establishing and independently governing operational functions. * Ability to navigate and manage ambiguous situations, supporting leadership in establishing the best way forward * In-depth expertise in Marketing agency operations and delivery processes * Superior communication and interpersonal skills to unite diverse teams on complex topics  * Consistent drive to analyse and improve ways of working and processes   * Strong data management skills with ability to create reports as well as provide commentary and analysis and translate this into operational action plans The anticipated annual salary range for this position is $100k-115k CAD. Salary is based on relevant experience, expertise, and organizational impact. WE OFFER * A flexible hybrid working policy to enjoy the best of both worlds.  * Early Finish Fridays, kickstart your weekend early with alternating early-finish Fridays. * Full dental and healthcare cover * 15 days paid holiday annually, increasing with length of service (plus Public Holidays). * Birthday Leave, a paid day-off each year. * Access to dedicated mental health resources including enhanced sick pay scheme, employee assistance programme and trained Mental Health First Aiders.  * Dept Allowance, a dedicated company contribution to spend on either your professional development or personal wellbeing. * Refreshments are provided in the office all week. * Enhanced family friendly policies to support parents. * Learning and Development, continuous growth opportunities through internal training, and "inspirational talks” guest speakers. * Buddy Program, you will be paired with a ‘Buddy’ to help you navigate your first weeks’ at DEPT®. * A Certified BCorp Agency and is multi-award winning “Agency of the Year”.  * Awesome clients. Whether big or small, local or global — at DEPT® you’ll get the opportunity to work with clients of all sizes and across all industries. And we celebrate all of our successes together! * Global DEPT® Cares Month, an annual initiative where our teams donate their professional skills and time to support local charities and pr-bono projects. WHY DEPT®? We are a Growth Invention company built to help the world’s most ambitious brands grow faster. Operating at the intersection of technology and marketing, we create what is next by pioneering ideas, acting fast, and moving further because standing still just is not in our DNA. We are drawn to people who stay curious, move with intent, and never stop inventing. Our culture runs on three values: better together, relentlessly curious, and get sh*t done. It is how we work, how we grow, and how we make things that matter. At DEPT®, you will find the freedom to explore, the space to collaborate, and the trust to make a real impact for our clients, for each other, and for the world we are helping to build. AI Disclosure: At DEPT®, we use AI-assisted technology (Metaview) to capture notes and summarize interview conversations, so our interviewers can stay fully focused. Using the AI is optional, just let us know if you’d prefer it not be used.   DIVERSITY, EQUITY & INCLUSION  At DEPT®, we take pride in creating an inclusive workplace where everyone has an equal opportunity to thrive. We actively seek to recruit, develop, nurture, and retain talented individuals from diverse backgrounds, with varying skills and perspectives. Not sure you meet all qualifications? Apply, and let us decide! Research shows that women and members of underrepresented groups tend not to apply for jobs when they think they may not meet every requirement, when in fact they do. We believe in giving everyone a fair chance to shine. We also encourage you to reach out to us and discuss any reasonable adjustments we can make to support you throughout the recruitment process and your time with us. Want to know more about our dedication to diversity, equity, and inclusion? Check out our efforts here.