Head of CRM & Customer Marketing - Consumer Brand

Head of CRM & Customer Marketing - Consumer Brand

London

Hybrid - 2 days per week in the office

We're partnering with a well-established consumer brand as it embarks on a major martech and digital transformation. This is a newly created leadership role for someone who wants real ownership of customer growth, building a modern, decision-led lifecycle engine from the ground up rather than optimising what's already there.

What You'll Do

• Own the end-to-end customer journey strategy across acquisition, onboarding, engagement and retention
• Lead the introduction of a new martech and decisioning stack, moving from broadcast CRM to intelligent, behaviour-led orchestration
• Define segmentation, eligibility and personalisation that make every customer interaction feel timely and relevant
• Own the marketing performance framework, translating data into decisions the business acts on
• Lead, coach and grow a team of 7, building a lifecycle function fit for the brand's next chapter

You’ll Bring

• Senior CRM or lifecycle leadership experience within a consumer-facing business of scale
• A track record of building customer journeys that move the needle on real commercial value
• Experience shaping or embedding new martech and decisioning capability
• Strong stakeholder instincts and a genuine test-and-learn mindset

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