Lead CRM Consultant

Who Are Massive Rocket? Massive Rocket is a rapidly scaling Braze and Snowflake agency on a mission to transform how digital marketing, product, and engineering teams connect. In just five years, we’ve grown at speed and are now gearing up for our next big milestone: hitting $100M in revenue. We build human experiences at scale, powered by cutting‑edge web, mobile, cloud, data, and AI technologies. If you’re excited by innovation, love solving complex challenges, and want to help shape the future of digital experiences, you’ll feel right at home here. Every role at Massive Rocket is entrepreneurial. The people who thrive here don’t just focus on their own remit — they understand the goals of the teams around them and actively contribute to the success of their colleagues, customers, and partners. We’re building a culture of ownership, collaboration, and growth, and we’re looking for people who want to make a real impact. Who Are We Looking to Add to Our Team?As a Lead CRM Consultant at Massive Rocket, you’ll be a senior CRM expert and trusted partner to our clients. You’ll own outcomes across 1–2 strategic accounts, combining deep Braze expertise with strong commercial and strategic thinking. You’ll lead client relationships, shape CRM and analytics roadmaps, make decisions in complex situations, and help your team deliver consistently high-quality work. You’ll also play an important role in developing people and contributing to the wider growth of Massive Rocket. What Will You Do? Own CRM outcomes across 1–2 strategic client accounts, taking responsibility for delivery, performance, and growth. Act as the go-to Braze expert, shaping CRM and analytics roadmaps and using data to support and defend recommendations. Lead delivery across accounts, including sprint planning, prioritisation, delegation, and proactive management of blockers and risks. Build trusted client relationships, confidently handling challenging conversations and positioning Massive Rocket as a strategic partner, not an order-taker. Manage and mentor 1–6+ team members, running structured 1:1s, supporting development, and addressing performance issues quickly and fairly. Make clear decisions when client needs, delivery priorities, and Massive Rocket’s business requirements compete. Turn client successes into case studies and growth opportunities, while supporting pitches and contributing to hiring when required. What Makes You a Great Fit 8+ years of CRM experience, with deep hands-on expertise in Braze and relevant certifications. Proven experience owning outcomes, not just execution, for at least one large or complex client account. Demonstrated people management experience, including growing at least one team member over 6+ months. Strong strategic and analytical thinking, with the confidence to defend recommendations using data during client discussions. Proven ability to make independent decisions and prioritise effectively when client and business demands compete. Comfortable addressing underperformance directly, setting clear expectations, and managing improvement within defined timelines. Strong client-facing and communication skills, with the ability to build trusted relationships and handle difficult conversations. Experience working in a fast-paced agency, consultancy, or MarTech environment with multiple stakeholders and priorities. Strong understanding of CRM strategy, customer engagement, segmentation, personalisation, and performance measurement. Fluent English (C1 level) with strong written and verbal communication. What Will Make You Stand Out Advanced Braze certifications and deep knowledge of the platform’s wider capabilities. Strong SQL and customer data experience. Experience shaping CRM, analytics, or customer engagement roadmaps. Experience supporting pitches, case studies, hiring, or wider practice development. Experience working across complex, global, or multi-market client accounts. Note: Please ensure that your qualifications closely match the criteria outlined in the job description. Applications not meeting the specified criteria may not be processed or considered for this position.