Head of Loyalty and Retention

We’re looking for an experienced Head of Retention and Loyalty to lead CRM, loyalty and lifecycle marketing for a fast-growing, technology-led consumer e-commerce business.

This is a senior leadership role with responsibility for developing and delivering the retention strategy, growing repeat revenue and improving customer lifetime value.

The Role

Reporting to the Marketing Director, you will lead a team of CRM and lifecycle marketing specialists, owning the strategy and performance across email, SMS, push, in-app and referral channels.

• Developing and delivering a multi-channel CRM and retention strategy.
• Leading and developing a team of CRM specialists.
• Driving repeat revenue, customer engagement and lifetime value.
• Building and optimising automated customer journeys, from onboarding through to retention and win-back.
• Owning CRM performance, reporting, segmentation and customer insight.
• Improving database health, deliverability and marketing effectiveness.
• Working cross-functionally with Data, Technology, Product and Marketing teams.
• Ensuring all customer communications meet relevant data protection and advertising regulations.

About You

• Proven experience leading CRM and retention within a sizeable e-commerce or D2C business.
• Experience managing and developing a team.
• A strong track record of driving retention, repeat revenue and customer lifetime value.
• Extensive experience with multi-channel CRM and lifecycle marketing.
• Confident using data, analytics and testing to drive commercial performance.
• Experience with Braze or a similar CRM platform.
• Strong commercial, strategic and stakeholder management skills.

If you're a commercially driven CRM leader looking for your next challenge, we'd love to hear from you. Please get in touch for a confidential discussion.

Please note this role is 4 days in office 1 WFH.