ROLE OVERVIEW

Croud is a global, full service digital marketing agency with a unique business model that helps businesses drive sustainable growth in the new world of marketing. Croud was recently named a Sunday Times Best Place to Work for the second year in a row, and was named Performance Marketing Employer of the Year by PMW.

At Croud, we unlock potential by elevating our people, clients, and communities within a rapidly advancing and complex economy. We operate as a unique scaled network of Intelligent, Creative Specialists, enabling us to deliver superior brand outcomes and unlock potential for our people, our clients and our communities.

Our culture is strategically driven and inspired by a shared long-term vision. It is collaborative and connected, with a focus on continuous learning and mutual support.

We are energised by future thinking, driving innovation to achieve better outcomes. We are instinctively generous, actively including and empowering our people. Above all, we are purpose-driven, committed to positively impacting our people, the planet, and our global communities.

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.

Please note Croud operates a hybrid working model with a minimum of 3 days a week based in our London office and the remaining days from home if you wish.

RESPONSIBILITIES

• 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
  

PERSON SPECIFICATION

• 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

• 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

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

COMPANY BENEFITS

Croud offers a clear path to progression for all members of staff. We are committed to offering development opportunities alongside a support system of regular performance reviews. The opportunities are endless!

Croud offers competitive starting salaries alongside numerous company benefits. 

• 25 days holiday a year
• Discretionary annual performance based incentive
• Sale commission
• Recruitment referrals bonus
• Health & Wellbeing contribution
• Ride to Work scheme
• Railcard
• Season Ticket loan
• Home office chair and home office screen
• Free fruit, breakfast cereals, snacks and tea & coffee in the office
• Enhanced Primary and Secondary family leave as well as extended Parental Leave and Shared Family Leave
• Life assurance and income protection
• Medical Cash Plan
• Pension
• Curated 3rd party learning platform as well as access to Croud Campus (our bespoke learning and development platform)
• IPA Membership
• Peer to peer recognition scheme 'bonusly'
• Team off-sites/regular socials
• Year-round holiday parties
• Flexible working options
• Day to make a difference

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).

Croud is an equal opportunity employer and does not discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. All candidates will be assessed based on merit, qualifications and their ability to perform the requirements of the role.

OUR VALUES

At Croud, our vision centres around the idea of unlocking potential. We do this by elevating everyone in an inclusive and progressive culture, empowering individuals to deliver their best work. This means we build better brand outcomes, and unlock potential for our people, our clients and our communities.

We live and breathe five key values at Croud, which build a culture that elevates everyone, allowing our people to thrive:

• In it together - our value on integration, collaboration and outcomes
• Eye on the future - our value on futurism, creativity and passion
• Generous in spirit - our value on people, development and inclusion
• Make a difference - our value on purpose and impact
• Do what you say - our value on integrity and accountability