CRM Lead

At Honda we embrace inclusion in our various policies, so whilst our contracts state that the hours are as required to fulfil the role with a minimum of 35 hours per week, we offer flexibility for when you work.  The regular office hours are 08:00 – 16:00 Monday to Thursday with a half hour lunch break & 08:00 – 13:00 on a Friday.  However, we offer flexibility of when you work with our daily flex-time start of between 07:00 and 11:00 providing that there is no business requirement.

Whilst there is no contractual right to work from home, the flexibility we offer is that you can request to work from home 2 days per week, again providing there is no business requirement to attend the office.

Role: 
Honda Automobile UK is evolving its approach to customer relationship management. CRM must develop from a largely operational communications function into a structured, data-informed and commercially impactful channel. The CRM Lead will define and implement the UK CRM strategy, customer lifecycle framework and supporting technology roadmap. The role is responsible for modernising the current legacy CRM environment, supporting the transition to Salesforce Marketing Cloud, and strengthening CRM’s contribution to consent growth, engagement, retention and repurchase.

Working closely with UK Communications, Customer Engagement, Database and IT functions, the role will establish a clearer CRM operating model, contribute to the wider European technology agenda, and ensure CRM delivers measurable commercial value while remaining operationally efficient and brand aligned.

Main Responsibilities:

• Develop and implement a clear UK CRM strategy aligned to Communications, Sales and Customer Engagement priorities.
• Design and embed structured end-to-end customer lifecycle journeys covering nurture, ownership, service, loyalty and renewal stages.
• Define and lead the UK roadmap from legacy CRM systems to Salesforce Marketing Cloud, ensuring phased capability uplift and operational stability.
• Contribute to the wider European CRM and technology agenda, ensuring UK requirements are represented and aligned to broader platform evolution.
• Establish measurable KPIs linking CRM performance to engagement, retention, repurchase and contribution to revenue. Manage CRM budgets and ROI accountability.
• Collaborate with the Database and Customer Engagement teams to increase consent levels, improve data quality and set realistic, measurable growth targets.
• Improve CRM efficiency through automation, scalable templates and more effective deployment of brand and product materials within the platform.
• Lead targeted retention and repurchase initiatives, introducing milestone and behaviour-based communications to increase relevance and conversion.
• Define the required CRM supplier and partner ecosystem, clearly articulating what capabilities are needed and why, with structured performance management and accountability.
• Consolidate and streamline CRM operational processes, ensuring strong governance, reporting clarity and alignment across UK Communications and Marketing.

Qualifications, skills and experience: 
Required

• Strong CRM leadership experience with evidence of developing strategy and improving measurable performance.
• Experience designing lifecycle journeys and structured customer communications programmes.
• Demonstrated ability to measure CRM effectiveness and demonstrate commercial contribution.
• Experience working with CRM technology platforms (Salesforce Marketing Cloud desirable).
• Strong data awareness, including consent-led marketing environments.
• Experience collaborating with technology, database and customer engagement functions.
• Experience managing agencies and suppliers with clear performance oversight.
• Ability to influence stakeholders within a matrix organisation.

Desirable

• Automotive or high-consideration purchase category experience.
• Experience supporting CRM system migration or platform enhancement.
• Exposure to European technology roll-out programmes.

Honda is committed to the principle of equal opportunity in the workplace for all employees, temporary workers, contractors, applicants and visitors. Honda also encourages respect for the individual differences and talents of others while making full use of one's own abilities, based on Honda's philosophy of respect for the individual.

At Honda, we value and celebrate diversity and are committed to being a fair, non-discriminatory company that promotes and welcomes the uniqueness and differences of people around the world. We recognise that a diverse workforce allows for different ideas and perspectives, and we encourage everyone to share them. We strive to foster a culture of belonging that is consistent with Honda's core values and lived out in the way we work and respect each other. For us at Honda, diversifying our workforce means increasing its overall strength by providing people with equal opportunities - regardless of personal characteristics or previous careers.

This commitment flows directly from the Honda philosophy and the belief that we are all working towards a common goal. Honda recruits, hires, trains and promotes the most qualified/experienced individuals at all levels without regard to race, origin, religion or belief, gender, sexual orientation, age, disability or any other protected characteristic.