Head of Retention CRM

📋 Description

• Own the end-to-end customer lifecycle across 10+ markets.
• Lead a team of 4 to transform CRM from reactive to proactive lifecycle engine.
• Architect CRM strategy, optimise tech stack (Iterable, SMS at scale).
• Improve RoI and customer delight through lifecycle journeys from onboarding to re-onboarding.

🎯 Requirements

• CRM expert with experience managing programmes across multiple markets and languages.
• Lifecycle architect with proven customer-journey design and execution.
• D2C/subscription experience in high-growth ecommerce.
• Commercial mindset: LTV, churn, retention, and ROI-driven trade-offs.
• Tech-savvy with ability to partner with Engineering/Data teams on templates and event schemas.
• Empathetic leader capable of coaching senior contributors and managers.

🎁 Benefits

• Salary and benefits package including pension, private medical and dental insurance.
• Share options, learning budget, and generous holiday allowance.
• Flexible core hours, remote-friendly (West London office presence 3 days/week).
• Dog-friendly culture with office dogs and regular team events.