Head of CRM

London (Hybrid)

Head of CRM

Competitive package

Established, customer-centric retail brand

Leadership role Loyalty & retention Omnichannel growth

A well-known retail business is looking for an experienced and commercially minded Head of CRM to lead its customer strategy across digital and physical channels. With a strong brand presence and a loyal customer base, this retailer is focused on deepening customer relationships, driving lifetime value, and delivering personalised experiences at scale.

This is a senior leadership role in a fast-moving retail environment. Reporting into the executive team, you'll take full ownership of CRM and loyalty strategy, ensuring customer data and insight sit at the heart of commercial decision making.

The Role

• Own and deliver the end-to-end CRM and loyalty strategy across online and in-store channels
• Lead and develop a high-performing CRM team spanning lifecycle, data, and campaign execution
• Drive customer retention, repeat purchase, and lifetime value through targeted, personalised communications
• Oversee segmentation, journey design, and campaign planning across email, SMS, app, and direct mail
• Partner closely with Ecommerce, Marketing, Merchandising, and Stores teams to align CRM with trading priorities
• Own CRM platforms, data infrastructure, and agency relationships
• Establish clear KPIs, reporting, and testing frameworks to continuously optimise performance
• Use customer insight to inform propositions, promotions, and wider business strategy

About You

• Proven experience leading CRM or customer marketing within a retail or consumer brand
• Strong understanding of omnichannel customer behaviour and loyalty mechanics
• Track record of driving measurable growth in retention, frequency, and customer value
• Experienced people leader with the ability to build and scale high-performing teams
• Highly analytical, with confidence using customer data to inform strategy and execution
• Commercially astute, with the ability to balance brand, customer, and revenue objectives
• Hands on experience with CRM platforms and marketing automation tools is essential

Why Apply?

• Join a recognisable retail brand with a strong customer focus
• Take ownership of a critical growth lever within the business
• Influence strategy at senior leadership level
• Competitive salary, bonus, and benefits package
• Opportunity to make a visible, long term impact on the customer experience