Consumer Additions and Consumer Exec
Head of CRM
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Interim Head of CRM | 6 month FTC | £110,000 - £130,000 | Hybrid 2-3 days in London office & remote working
Consumer Additions are currently working with an exciting, fast-growing consumer subscription business to hire an interim Head of CRM.
With a large and engaged customer base and ambitious growth plans, the business is continuing to evolve how it acquires, retains and grows customers. This is a high-impact opportunity to join a data-led, commercially focused environment where you’ll have the opportunity to shape strategy, influence cross-functional teams and make a tangible impact on customer growth and retention.
Job Responsibilities
- Own the CRM and retention strategy across the full post-signup lifecycle, including onboarding, engagement, churn prevention, winback and reactivation.
- Act as the senior CRM authority on customer behaviour, churn drivers, retention opportunities and base management.
- Bring structure and commercial focus to the CRM function, setting clear priorities and ensuring initiatives have measurable outcomes.
- Lead and develop a team of 4, assessing capability, strengthening the team and building a high-performing CRM function that can scale internationally.
- Develop customer segmentation and personalisation strategies across audiences, channels and lifecycle stages.
- Design and run systematic lifecycle programmes across email, push and in-app, with clear objectives, audience logic, measurement and test-and-learn frameworks.
- Partner closely with Product to shape retention experiences including cancellation, recovery and reactivation journeys.
- Work closely with Finance, Data Science, Analytics and Product to identify opportunities, evaluate investment and establish robust incrementality standards.
- Represent CRM in senior trading and cross-functional forums, using data and commercial judgement to identify issues and drive action.
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- Strong experience in CRM, customer retention and base management within a scaled subscription or consumer business.
- Proven ability to set CRM and retention strategy, translate it into clear plans and hold teams accountable for high-quality execution.
- Deep understanding of cohort dynamics, churn drivers, lifecycle programmes, segmentation and customer reactivation.
- Commercially fluent, with the ability to work confidently with financials, customer volumes and business performance rather than relying solely on campaign metrics.
- Strong understanding of data, experimentation and incrementality, with the judgement to assess whether CRM activity is genuinely driving results.
- Experience with CRM platforms; Braze experience is advantageous.
- SQL capability and strong test-and-learn credentials.
- Proven experience leading and developing teams, including reshaping structures and addressing capability gaps where required.
- Strong cross-functional relationship skills, particularly across Product, Data, Analytics and Finance.
- Senior Lead through to Head of level experience, with the confidence to influence strategy and drive meaningful organisational change.
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