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Job description

Head of Customer (CRM, Customer Insights and Customer Experience) - Hybrid

  • Location


  • Sector:

    Marketing & Communications

  • Job type:


  • Salary:

    Market related

  • Contact:

    Abbie Hirstle

  • Contact email:

  • Contact phone:


  • Job ref:


  • Published:

    9 months ago

  • Expiry date:


  • Consultant:

    Abbie Hirstle

Head of Customer

Manchester City Centre

Flexible & Hybrid working

Very competitive salary


Do you care about the saving planet?Read on!

Due to unprecedented growth, this app based retail subscription business are looking for a brand new Head of Customer to join their Growth Team and their mission to eradicate single use plastic. This is an exciting opportunity to work for a business who have saved over 27,000,000 plastic bottles as well as nominated Northwest Business Insider's Most Exciting Companies.

The Head of Customer is an integral role within the business, fundamentally responsible for driving strategy to improve lifetime value of customers. This role will involve developing and leading on strategic customer initiatives strategies to support growth and the overall customer agenda through the business including customer sentiment, communication and lifecycle management.


Main Activities of the Role

The Head of Customer role will sit within the Growth team and lead the Customer team responsible for Customer Insights, Customer Experience and CRM with the main objective of increasing overall lifetime value of customers. 

The role will be accountable for all retention, customer sentiment and insights across the business. Providing a clear agenda for how to retain and improve lifetime value across all cohorts.

Some of the key responsibilities include:

  • Leading the Customer teams to develop and deliver best in class customer experience strategies and sequences

  • Developing customer profiles and segmentation strategy for channel targeting

  • Use data to provide insights at a customer and campaign level, highlighting successes and potential opportunities

  • Take responsibility for driving customer sentiment and optimising review platforms

  • Be responsible for working with partners to optimise customer experience and drive lifetime value

  • Develop strategies and manage execution for key retention metrics such as loyalty and referral

  • Collaborate cross functionally with Commercial and Acquisition to ensure efficient sales sequences to enhance lifetime value of cohorts

  • Develop strategic direction for campaigns and their delivery across CRM channels

  • Collaborate with cross functional teams, including product, engineering, NPD, design and brand to ensure successful execution of marketing campaigns

  • Stay up to date with industry trends and new technologies to recommend new marketing tactics and opportunities

  • Work collaboratively with other business functions to develop and implement companywide initiatives that improve customer relations and brand loyalty

  • Develop strategies, plans and priorities for the Customer team in line with business growth and acquisition objectives

  • Monitor and analyse performance metrics to continuously improve campaign efficiencies and ROI

Knowledge and Skills Required

  • Proven leadership skills, able to manage, motivate and lead a team

  • Strong analytical skills

  • Confident communication abilities

  • Strong attention to detail

  • Numerate with strong written communication skills

As an industry leading, nationwide Marketing, Digital, Analytics, IT and Design recruitment agency, we are continually receiving new assignments to work on, so keep a close eye on our website, Facebook, LinkedIn and Twitter pages for a full list of current permanent and interim opportunities as well as marketplace news and fun stuff.
Forward Role is operating as an employment agency.