Hearst UK
Head of Customer Value
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Head of Customer Value
Head of Customer Value – Premium Publisher Leadership Role
We are the UK's leading premium publisher, home to iconic and influential media brands including Esquire, Men’s & Women’s Health, ELLE, Good Housekeeping, Harper’s Bazaar, Digital Spy, Cosmopolitan, Red, and more. At Hearst UK, we don’t just create content—we shape culture.
Our workplace is driven by passion, shaped by authentropy, and powered by creativity. We back bold ideas, act with an entrepreneurial mindset, and continually evolve to meet the moment—while respecting the legacy that brought us here. We believe in each other’s potential and push boundaries together to create meaningful impact, both across the media landscape and in people’s lives.
We're proud of our heritage—but even more excited about making history.
About the Role
As Head of Customer Value, you will lead the strategy that maximises the long-term value of Hearst UK’s members and subscribers. Reporting to the Net Growth Director, your role will centre on customer engagement across the entire lifecycle—from initial interaction through to renewal, retention, and win-back—within our Customer Growth team.
You will oversee the development of a market-leading customer value roadmap, fostering deeper relationships between Hearst’s iconic brands and our audience. Leading a team of four, you will collaborate with Customer, Data, Technology, Product, Editorial, Marketing, and Commercial teams, ensuring that every customer interaction strengthens loyalty and drives forward d ambition: membership growth across the next five years.
Key Responsibilities
- Own Hearst UK’s Customer Value Strategy: Drive long-term customer lifetime value (CLV) across our portfolio of 13+ brands, delivering industry-leading onboarding, in-life engagement, retention, renewal, and win-back initiatives.
- Optimise Membership Lifecycle: Refine customer communications, personalise brand alignment, and increase product usage while reducing churn.
- Commercial Retention Leadership: Develop a data-driven retention and win-back strategy, leveraging propensity modelling to target the right customer at the right time—prioritising long-term value over short-term savings.
- Collaborate with Teams: Partner with Memberships & Rewards, Product, and Customer teams to boost membership awareness and adoption, using insights to shape future propositions.
- Oversee Customer Contact Centre: Lead operational performance, save rates, quality standards, and commercial offer strategy, driving continuous improvement.
- Lead Team Development: Build a high-performing culture balancing commercial excellence with exceptional customer experience—coaching and motivating your team.
- Build Robust Analytics Framework: Collaborate with Data & Insight teams to measure opportunities, evaluate performance, and iterate approaches based on customer behaviour.
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Essential Requirements
- Proven track record in leading customer lifecycle, retention, or customer value strategies within subscription, membership, or recurring revenue businesses.
- Strong commercial acumen with a history of growing customer lifetime value (LTV) through data-led engagement, retention, and CX initiatives.
- Sophisticated strategy development—experience with customer segmentation, behavioural insights, propensity modelling, and test-and-learn methodologies.
- Leadership skills—ability to inspire teams, influence stakeholders, and drive collaboration across multiple functions.
- Contact Centre/Operations management experience, accountable for performance, customer satisfaction, and commercial outcomes.
- Advanced analytical skills—comfort interpreting complex customer data and translating it into actionable commercial strategies.
- Stakeholder management excellence—aligning diverse teams around a unified customer strategy.
- Passion for delivering outstanding customer experiences that turn subscribers into l忠耾 members.
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Success Metrics
- Customer Lifetime Value (LTV) growth
- Voluntary churn reduction
- Enhanced member engagement & feature adoption
- Win-back effectiveness & long-term value realised
- Contact Centre save rate & operational improvements
- Customer satisfaction & advocacy attainment
- Delivery of Hearst UK’s ambitious membership targets
Our Benefits
Your perks at Hearst UK are more than rewards—they’re enablers for holistic success in life.
Hearst Exclusives
🔹 Exclusive Taste & Beauty Testing via Good Housekeeping—trial cutting-edge products all while enjoying beauty, food, and lifestyle innovations.
🔹 Office Sample Sales—unlock discounts on ultra-exclusive brands like Kylie Cosmetics, Charlotte Tilbury, and Birchbox.
Inclusion, Health & Wellbeing
🔹 Wellness support: Specsavers eye care, health cash plans, and confidential mental health resources.
🔹 Gym discounts, Cycle to Work scheme, and flexible schedules to balance work and well-being.
🔹 Life Enhancements: Charity leave days, wireless location freedom, and access to wellbeing resources.
🔹 Join Hearst ERG Groups—diversity-driven initiatives connecting employees across backgrounds.
Financial Wellbeing
🔹 Workplace pension, income protection, and life assurance for long-term security.
🔹 Salad Finance & employee discounts—smart spending tools via Salary Finance and HAPI lifestyle deals.
🔹 Technolutions: Spread the cost via Home Tech benefits for smart home concepts.
Commitment to Impact & Belonging
We believe in creative, collaborative, and inclusive cultures. Diversity isn’t just an ideal—it drives executive strategy and fuels storytelling.
By employing voices that reflect diversity, we create content that resonates with more audiences worldwide. Our commitment to belonging means you’ll belong.ारण developer with our community. Welcome to the future of storytelling with purpose.
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