PW Talent
Head of Customer Relationship Management
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Head of Customer Engagement
Lead and empower the customer communications and content team across all markets. Champion a data-driven approach to ensure our customers receive the right messaging and content at the right time, across all touchpoints. You will build and own an omnichannel communications strategy that drives revenue, maximizes customer lifetime value (LTV), and builds strong retention—ultimately delighting our customers with experiences that leave a lasting, positive impression of the brand.
- Drive the growth of the website and app by strategically leveraging communication channels (email, push notifications, SMS) to maximize engagement, conversion rates, and retention.
- Serve as the strategic owner of the Bloomreach platform, ensuring the business maximizes its marketing automation, CDP, and real-time data capabilities to deliver seamless omnichannel customer journeys.
- Orchestrate collaboration with cross-functional teams to develop cohesive trading and messaging strategies that highlight our fantastic collection of products and brands.
- Take ownership of the CRM strategy and email planning, ensuring it perfectly aligns with wider product and messaging objectives.
- Develop and execute a best-in-class, real-time personalization strategy using Bloomreach's advanced segmentation, delivering highly relevant content based on a unified single customer view.
- Establish rigorous reporting and KPI tracking for all messaging and content performance, ensuring data-led learnings are continuously fed back into future campaign optimization.
- Partner with the Merchandising team to inform decision-making by sharing actionable insights on product, brand, and category performance by customer segment, channel, and site.
- Direct the content strategy to optimize the end-to-end website customer journey, ensuring highly relevant and seasonally appropriate content is visible and engaging.
- Empower and support International teams to deliver market-specific messaging and content, ensuring global brand consistency while allowing for local nuances.
- Mentor, develop, and grow a high-performing team, fostering a culture of innovation, data fluency, and continuous improvement.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Requirements:
Get help with your application
Your very own career expert that helps elevate your application to the next level.
- Degree level qualification or equivalent
- Minimum 6+ years experience in a marketing role, ideally with International experience
- Proven team management and development
- Good working knowledge of ecommerce performance metrics and digital marketing tactics
- A high degree of commercial awareness
- Ability to communicate well at all levels (both written and verbal)
- Proactive, resilient and able to work using own initiative
- Naturally inquisitive
- A proactive, organised approach with the ability to multitask
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location