Head of CRM

Head of CRM Shape the Future of Customer Engagement for a Leading Consumer Brand We are partnering with a well-established, customer-centric consumer business seeking an experienced Head of CRM to lead the next phase of its customer engagement, retention and loyalty strategy. This is a high-profile leadership opportunity, responsible for developing and delivering a commercially focused CRM programme that drives customer value, increases retention, enhances customer lifetime value and strengthens brand loyalty across a large and engaged customer base. Working closely with senior leadership and cross-functional teams, you will combine strategic thinking with data-driven decision-making to create impactful customer journeys and measurable commercial outcomes. Key Responsibilities

• Define and deliver the overall CRM and customer lifecycle strategy.
• Lead the development of personalised, data-driven customer communications across multiple channels.
• Drive customer retention, loyalty and repeat purchase initiatives.
• Use customer insight and analytics to identify growth opportunities and optimise campaign performance.
• Develop customer segmentation and targeting strategies to improve engagement and commercial performance.
• Work closely with Digital, Ecommerce, Marketing, Analytics and Commercial teams to deliver a seamless customer experience.
• Own CRM performance metrics, reporting and continuous improvement initiatives.
• Lead and develop a high-performing CRM team. About You We are keen to speak with candidates who can demonstrate:
• Significant CRM leadership experience within a consumer-facing environment.
• A proven track record of delivering measurable improvements in customer engagement, retention and revenue performance.
• Strong commercial acumen, with the ability to translate customer insight into business results.
• Experience leading CRM strategy across multiple customer touchpoints and channels.
• A data-led approach combined with excellent stakeholder management and influencing skills.
• Experience managing and developing high-performing teams.
• The ability to balance strategic thinking with operational execution. Location: East Midlands | Hybrid