Head of Customer Experience

1 month ago

London Area, United Kingdom Illuminate Recruitment Ltd Full time
About the Role

We are seeking an experienced Head of CRM to join our team in London. As a key member of our marketing department, you will be responsible for designing and executing a comprehensive customer engagement and retention strategy, with a strong focus on data analytics and customer insights.

Key Responsibilities
  • Develop and implement a holistic customer engagement and retention strategy to enhance customer satisfaction, increase loyalty, and boost revenue growth.
  • Create 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 our 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.
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.
About Us

We are a dynamic recruitment agency, passionate about connecting talented professionals with exciting opportunities. Our team is dedicated to providing exceptional service and support to our clients and candidates. If you're a CRM expert who's passionate about creating meaningful customer experiences, we'd love to hear from you.

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