Head of CRM & CX - Consultancy

A fast-growing marketing consultancy is hiring a Head of CRM & CX to lead its retention and customer experience practice. You'll work embedded with e-commerce, luxury and media brands, so the impact of your work shows up directly in their revenue. You'll inherit an established team and have real freedom to shape where the practice goes next.

What You'll Do

• Lead and grow a team of CRM and CX specialists, including hiring, project staffing and development
• Own the CRM strategy for each client across activation, retention, repeat purchase and win-back
• Build and optimise lifecycle journeys and automated programmes across email, SMS and other owned channels
• Shape customer journeys end to end, from first visit through to loyal customer
• Use content, from newsletters to product pages, to drive engagement and conversion
• Set clear KPIs for each client and report on performance in revenue terms
• Run audits and build roadmaps that give clients clear, prioritised next steps
• Develop the team's methodologies and playbooks so delivery is consistent across accounts
• Be the senior contact for client leadership and get hands-on with the most strategic work
• Keep the team ahead on tools and on how AI is changing CRM and CX

You'll Bring

• 7+ years in CRM, lifecycle or growth, ideally across e-commerce, luxury or media
• Agency or consultancy experience, or client-side experience working heavily with agencies
• Experience leading and developing a team
• Strong analytical skills, with the ability to pull your own data using GA4, SQL and dashboarding tools
• Strong knowledge of CRM and email platforms such as Klaviyo, Salesforce Marketing Cloud or similar
• Testing or CRO experience is a bonus, not a requirement