Head of Customer Relationship Management

About the Role

At
Get Hooked 360
, we believe brands win when they build meaningful connections with their communities. We are seeking a
Head of CRM & Community
to lead our growing Customer Experience Group (CXG), which oversees both
CRM strategy
and our frontline
community management team.

This role is both
strategic and operational
: you'll shape how we manage the customer lifecycle from acquisition to retention through data-driven CRM campaigns, while also ensuring that every customer interaction—across social media, chat, and inquiry channels—is handled with consistency, empathy, and insight.

As department head, you'll
lead managers and associates
, drive performance, and align CRM and community efforts with the agency's larger business goals.

What You'll Do

Customer Lifecycle & CRM Strategy

• Own the customer journey across acquisition, onboarding, engagement, retention, and reactivation.
• Develop and execute data-driven CRM strategies that drive customer growth and maximize lifetime value.
• Use segmentation, personalization, and automation to deliver tailored lifecycle campaigns.
• Partner with Marketing and Accounts to ensure CRM initiatives align with brand and campaign objectives.

Community & Inquiry Management

• Oversee the team of Community Managers and Customer Engagement Associates handling customer inquiries across multiple brands and platforms (social, chat, web).
• Ensure inquiries are resolved within SLA/TAT, maintaining accuracy, tone, and brand alignment.
• Drive operational excellence by optimizing workflows, escalation protocols, and response quality.
• Champion a customer-first culture by embedding feedback, sentiment analysis, and social listening insights into brand strategies.

Team Leadership & Development

• Lead, coach, and mentor a multi-layered team of managers and associates.
• Drive performance management, career development, and cross-training opportunities.
• Foster a high-performance culture rooted in accountability, collaboration, and innovation.

Analytics, Insights & Reporting

• Oversee
  social listening and sentiment analysis
  reporting to capture customer tone, pain points, and emerging themes.
• Build dashboards and reports on KPIs such as customer engagement, inquiry volumes, resolution rates, campaign ROI, and lifetime value.
• Use insights to improve customer journeys, optimize campaigns, and inform client strategies.

Platform & Tool Ownership

• Manage and optimize CRM and community platforms (Zendesk, HubSpot, Sprout, Brandwatch, etc.).
• Ensure data integrity, tagging, and compliance with data privacy regulations.
• Support integrations, system upgrades, and innovation in CRM tools.

Revenue & Client Alignment

• Set and deliver departmental revenue and profitability targets.
• Represent CXG in client meetings, presenting CRM and community insights to guide campaign and CX strategies.
• Work cross-functionally with Accounts, PR, IT, and Creatives to align customer insights with business growth.

What We're Looking For

• Bachelor's degree in Marketing, Business, or related field.
• 5+ years in CRM, customer experience, or digital engagement
  , with at least 3 years in a leadership role.
• Proven success in leading teams that span CRM campaigns and customer/community support.
• Advanced knowledge of CRM and social listening tools (Zendesk, HubSpot, Sprout, Brandwatch, etc.).
• Strong analytical ability, able to turn data into insights and business recommendations.
• Excellent leadership, communication, and project management skills.
• Deep customer-first mindset with the ability to balance strategy and execution.

Nice-to-Have

• Experience in B2C and/or subscription-based businesses.
• Certifications in Facebook, Google Ads, or Google Analytics.

Why Join Us?

• Lead a
  department at the intersection of CRM and customer engagement.
• Manage a talented team driving
  customer conversations and insights
  for top brands.
• Shape both strategy and operations—your work will directly impact client success and agency growth.
• Hybrid setup, competitive compensation, and leadership growth opportunities.