Head of Customer Retention Marketing Specialist

4 weeks ago

London, Greater London, United Kingdom Illuminate Recruitment Ltd Full time
Customer Retention Marketing Expert Wanted

We're excited to collaborate with a pioneering start-up that's revolutionizing the veterinary experience. Their innovative membership model ensures seamless and joyful access to veterinary care, and they're dedicated to delivering exceptional service in beautiful spaces powered by cutting-edge technology.

As they continue to grow, we're supporting them in finding an experienced, insight-driven Head of CRM to join their team in London. Reporting to the CMO, this key role requires someone who blends data-driven strategy with a creative mindset, understands the intricacies of the customer lifecycle, and knows how to keep customers engaged and delighted.

Key Responsibilities:
  • Design and execute a comprehensive customer engagement and retention strategy, with a strong focus on data analytics and customer insights.
  • Develop and manage customer segmentation strategies to optimize engagement and drive increased lifetime value for key member segments.
  • Partner with the Experience team to design and deliver tailored communications throughout the customer journey, with a focus on reducing churn and improving satisfaction.
  • Build a robust reporting framework to track and measure the success of CRM initiatives, identifying areas for improvement.
  • Support cross-functional efforts to drive customer acquisition, satisfaction, and long-term revenue retention.
  • Reimagine and oversee customer referral and loyalty programs, driving member advocacy and engagement.
  • Implement a continuous improvement approach through testing and iterating on campaigns, communications, and strategies.
  • Assess and leverage marketing technologies to enhance automation, personalization, and efficiency across CRM activities.
  • Maintain a consistent, high-quality brand experience across all customer touchpoints and communications.
Requirements:
  • 7+ years of experience in CRM, customer lifecycle marketing, or retention roles, ideally in client-facing or customer-centric environments.
  • Proven experience delivering large-scale CRM programs and campaigns with tangible results.
  • Deep understanding of CRM/ESP platforms such as Braze, Customer.io, or similar.
  • Familiarity with sales CRM tools such as HubSpot, Freshsales, or Pipedrive.
  • Proficient with analytical tools (e.g., GA4, HotJar, Firebase, Amplitude) to track customer behavior and optimize campaigns.
  • Strong experience developing and managing customer loyalty and reward programs.
  • Demonstrable leadership skills, with a track record of building and managing high-performing teams.
  • Experience in a high-growth startup or membership-based business is highly desirable.

We offer a competitive benefits package, including 25 days of annual leave, a pension scheme, regular company social events, and more. If you're a CRM expert passionate about creating meaningful customer experiences and excited by the opportunity to shape the future of this transformative business, we'd love to hear from you.

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