Head of CRM
I’m working on a fantastic opportunity for a senior CRM and retention leader to take ownership of customer engagement. If you’re someone who enjoys digging into behavioural data, building smart automated journeys and improving loyalty in a meaningful way, this role will be right up your street.
The remit is broad: shaping CRM and retention strategy, developing lifecycle programmes, driving improvements in engagement and repeat purchase. It’s a role with a lot of influence, plenty of scope, and the chance to make a real difference quickly.


Key Responsibilities
*Owning CRM strategy, segmentation and all lifecycle journeys — welcome, nurture, abandonment, reactivation, loyalty, launch campaigns and more.
*Using behavioural data to understand where customers fall away and how to improve retention across different markets
*Improving tracking, customer insight and personalisation, and helping modernise the tech stack over time
*Leading paid social activity to support storytelling, awareness and acquisition.
*Partnering closely with digital, marketing, brand, commercial and regional teams to launch new campaigns and ensure CRM plays a central role in growth.
*Coaching and developing a small team across CRM, retention and paid social

Key Requirements
This isn’t a "big team, hands-off" leadership role — they want someone who’s comfortable being both the do-er and the strategist. Someone who can deliver quick wins, while also shaping a longer-term plan.
A few things that will help you thrive here:
*A genuinely data-led approach — you can interpret behavioural patterns, spot opportunities and know how to automate journeys that improve retention and engagement.
*Strong CRM and loyalty experience from sectors where customers make considered decisions (automotive, FS, travel, KBB, consumer durables, etc.).
*Experience working across multi-system environments and joining the dots between platforms; ESP experience is flexible as long as you know lifecycle automation inside-out.
*Someone collaborative, practical and calm under pressure — you’ll be working across multiple teams, markets and priorities.
*A clear communicator who can turn insight into action and action into measurable results.


This is a role with real ownership, the space to build something meaningful, and a leadership team that genuinely sees CRM and retention as central to growth. There’s plenty to fix, plenty to optimise and plenty of headroom for someone who wants to make their mark.