Senior Director CRM Hub Operations

London, England, United Kingdom

7/8/2025

Job Description

Are you interested in step changing the LEGO Group CRM Capabilities and Operations to deliver more personalised experiences across the LEGO Branded channels eco-system and joining a value driven company in an exciting global role?

Kickstart an exciting career as the Senior Director of CRM Hub Operations! Join our vibrant Membership & Personalisation team within Market & Channels Central Marketing and lead the way in customer engagement.

Please note This role is based in our London HUB, and we offer a hybrid working model, which includes 3 days in the office and 2 days working from home.

As we approach the holiday season, please note that there may be delays in the recruitment process. We thank you for your patience and understanding during this period.


Core Responsibilities

• Establish and operate a best-in-class CRM Hub as a shared marketing service for the LEGO Group and key partners, delivering contextual, personalised communications that drive CRM growth and return on investment.
• Empower the CRM Hub team to manage and implement dynamic CRM campaigns and lifecycle programmes at scale, ensuring alignment with agreed goals.
• Develop and optimise the CRM Hub operating model for effective demand planning, resource allocation, and timely delivery in line with service level agreements.
• Lead the CRM communication strategy in collaboration with key functions across DCE and OLA, sourcing content for impactful, personalised messaging at scale.
• Enhance CRM localisation processes for priority markets, driving additional value in campaigns and lifecycle programmes.
• Implement an integrated CRM testing framework to ensure quality and identify continuous improvement opportunities across campaigns and lifecycles.
• Drive CRM reporting and optimisation, keeping senior collaborators informed on performance and recommending improvements for ongoing initiatives.
• Advance CRM Hub capabilities in partnership with digital product and engineering teams, ensuring aligned priorities for CRM and personalisation.
• Monitor operational goals and performance tracking for CRM campaigns and lifecycles, while hiring, coaching, and developing a high-performing operations team.
  
  
  
  

Play your part in our team succeeding

This is a key leadership position responsible for establishing and operating the CRM Hub as a shared marketing service for the LEGO Group. Leading a team of CRM experts to build, test, operate and optimise dynamic campaigns, lifecycle trigger programs globally, with localization for prioritised key markets.

The function will collaborative effectively across multiple business areas to deliver on the CRM needs, helping to drive more engaged members with purchase and contribute towards improving their Client Life Value.

The role will be in the Global Membership & Personalisation Leadership Team, with a broader responsibility to empower and inspire the full LEGO Group. You will report directly to the Vice President Membership & Personalisation.

Do you have what it takes?

• Solid experience in leading top-tier CRM operations and development on a global scale.
• Proven track record in managing CRM campaigns and lifecycle operations for large businesses worldwide.
• Skilled in driving cross-functional customer propositions and enhancing customer experiences.
• Ability to build support and collaboration across diverse teams in a global company, including product and tech teams.
• Strong problem-solving and communication skills, with the ability to present clear recommendations.
• Excellent written and verbal communication skills, capable of conveying insights to senior leaders.
• Experience in a global, multi-cultural manufacturing environment with a complex channel mix (D2C and B2B).
• Enthusiastic and solutions-focused teammate who can also work independently, guiding others and making a positive impact.
  
  
  
  

Applications are reviewed on an ongoing basis. However, please note we do amend or withdraw our jobs and reserve the right to do so at any time, including prior to any advertised closing date. So, if you're interested in this role we encourage you to apply as soon as possible.

What’s in it for you?

Here is what you can expect

Family Care Leave - We offer enhanced paid leave options for those important times.

Insurances – All colleagues are covered by our life and disability insurance which provides protection and peace of mind.

Wellbeing - We want our people to feel well and thrive. We offer resources and benefits to nurture physical and mental wellbeing along with opportunities to build community and inspire creativity.

Colleague Discount – We know you'll love to build, so from day 1 you will qualify for our generous colleague discount.

Bonus - We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus scheme.

Workplace - When you join the team you'll be assigned a primary workplace location i.e. one of our Offices, stores or factories. Our hybrid work policy means an average of 3 days per week in the office. The hiring team will discuss the policy and role eligibility with you during the recruitment process.

Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.

The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age and religion) to apply for roles in our team.

The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.

Thank you for sharing our global commitment to Children’s Rights.

Just imagine building your dream career.

Then make it real.

Join the LEGO® team today.