Bodhi
Customer Strategy Lead – CRM & D2C Growth
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Customer Strategy Lead – CRM & D2C Growth
Location: Chertsey, Surrey (Hybrid – 3 days office / 2 days remote)
Day Rate: £479 per day
Contract: Until December 2027
The Opportunity
We are recruiting for a Customer Strategy Lead to join a global consumer technology business, taking responsibility for developing and delivering its European Direct-to-Consumer (D2C) customer strategy. This is a senior, commercially focused role combining CRM strategy, customer lifecycle management, personalisation, and customer growth, with responsibility for driving customer lifetime value (CLV), retention, engagement, and cross-selling across multiple European markets.
Working closely with senior stakeholders across CRM, MarTech, Digital, and Customer Experience, you will develop innovative, data-driven customer programmes that deliver measurable commercial growth.
Key Responsibilities
- Lead the development and execution of a European D2C customer strategy and roadmap across owned and paid channels.
- Drive customer acquisition, retention, engagement, cross-selling, and customer lifetime value.
- Develop personalised, multi-channel customer journeys across email, web, app, mobile messaging, and digital channels.
- Identify opportunities to increase repeat purchases, product upgrades, and multi-product ownership.
- Build compelling business cases for new customer initiatives, MarTech investment, and digital innovation.
- Develop audience strategies and customer segmentation approaches to improve campaign effectiveness and commercial performance.
- Lead the rollout and adoption of customer programmes across multiple European markets.
- Collaborate with senior stakeholders across CRM, MarTech, Digital, Analytics, and Customer Experience.
- Manage relationships with external agencies and technology partners.
- Champion experimentation, data-driven decision-making, and continuous improvement.
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Skills & Experience Required
- Ideally 10+ years' experience in CRM, customer strategy, digital marketing, or customer lifecycle management.
- Proven experience developing and delivering customer growth strategies within complex, data-driven organisations.
- Strong understanding of D2C, CRM, customer retention, loyalty, personalisation, and CLV optimisation.
- Experience delivering integrated customer programmes across multiple digital and owned channels.
- Strong commercial acumen, with the ability to translate customer insights into measurable revenue growth.
- Experience working with enterprise marketing technology platforms, ideally including Adobe Campaign, Adobe Experience Platform, Adobe Target, or Adobe Audience Manager.
- Excellent stakeholder management skills, with experience influencing senior leadership and working across multiple markets.
- Strong analytical capabilities and the ability to develop compelling business cases and strategic presentations.
- Experience managing agencies, delivery partners, and cross-functional teams.
- Comfortable balancing strategic leadership with hands-on delivery and execution.
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The Ideal Candidate
You will be an experienced CRM, Customer Strategy, or Lifecycle Marketing leader with a strong commercial mindset and a track record of driving customer growth through data, technology, and personalised engagement.
You may currently be working as a Customer Strategy Lead, Head of CRM, Senior CRM Strategy Manager, Customer Lifecycle Lead, or D2C Customer Growth Lead within a large consumer-facing business or consultancy.
Experience operating across European markets, particularly within consumer technology, retail, e-commerce, or other D2C environments, would be advantageous.
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