Hearst
Head of Customer Value
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Head of Customer Value
Head of Customer Value
At Hearst UK, we are the 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 and Red. We don’t just create content – we shape culture.
About the Role
As the 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, you’ll own the member lifecycle journey—from first interaction to renewal, retention and win-back.
Key responsibilities include developing a market-leading customer value strategy that:
- Grows customer lifetime value (CLV)
- Increases engagement with membership propositions
- Strengthens enduring relationships between Hearst UK’s iconic brands and members
Working across Customer Growth, you’ll collaborate with Customer, Data, Technology, Product, Editorial, Marketing and Commercial Teams to ensure seamless, high-value customer interactions. Leading a team of four, this role spans strategy, operations and people development, with a focus on retention, win-back efficiency and commercial performance.
Main Duties
- Own Hearst UK’s customer relationship strategy across 13 brands, driving superior onboarding, in-life engagement, renewal and win-back initiatives.
- Develop and refine the customer lifecycle, ensuring personalised, brand-aligned communications that enhance engagement and reduce churn.
- Lead commercial retention and win-back strategies, leveraging data-driven segmentation, behavioural insights and propensity modelling for sustainable value creation.
- Partner with Memberships & Rewards and Product Teams to increase adoption of benefits, using analytics to improve retention and future propositions.
- Deliver operational leadership for the customer contact centre, fostering Save Rate improvement, quality standards and contact centre partner performance.
- Mentor and develop the Customer Value team, fostering a high-performing culture that blends performance-driven business outcomes with exceptional customer experience.
- Work closely with Data & Insight teams to measure and iterate on the customer lifecycle, identifying opportunities and optimising performance.
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Requirements
- Demonstrated expertise in leading customer lifecycle, retention, or customer value strategies within subscription/membership or recurring-revenue businesses.
- A strong data-driven mindset with skills in segmentation, behavioural modelling, propensity analysis, and test-and-learn methodologies.
- Proven ability to grow customer lifetime value through data-led engagement, retention and experience initiatives on brand portfolios.
- Leadership experience that:
- Guides high-performing teams with commercial and operational accountability.
- Resonates with senior stakeholders across multiple business functions.
- Aligns diverse teams around shared customer growth strategies.
- Proficiency in customer operations or contact centre environments, with a focus on programme performance, quality and commercial outcomes.
- Exceptional analytical skills to interpret complex data and translate insights into actionable strategies.
- Strong stakeholder management, ensuring collaboration across functions for meaningful, member-centric programs.
Rewards for Success
Your performance success will be measured by:
- Growth in Customer Lifetime Value (LTV)
- Voluntary churn reduction
- Engagement and feature adoption across membership propositions
- Win-back effectiveness and long-term value recovery
- Contact center save rates and operational efficiency
- Customer satisfaction and advocacy scores
- Achievement of Hearst UK’s five-year membership growth goals
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Why Join Hearst UK?
Hearst’s offerings go beyond mere benefits – they empower you to thrive in all aspects of life.
Hearst Exclusives – Perks for You
- Exclusive access to Good Housekeeping’s beauty, food & drink testing panels.
- Luxury beauty sample discounts via our legendary office sales channel.
Inclusion, Health & Wellbeing
- Comprehensive healthcare including Spectasavers eye care, Health Cash Plans, and mental health support.
- Cycle to Work scheme and discounted gym memberships for active living.
- Location Flex & Holiday Exchange policies for enhanced work-life balance.
- Supportive Erg Groups and sick leave opportunities backed by wellbeing resources.
Financial Wellbeing
- Pension provisions: Workplace Pension, Income Protection, Life Assurance.
- Mortgage and commuting financial aids: Season Ticket Loan.
- Tools like Salary Finance and Home Tech Resources for budget planning.
- Discounted London experiences + daily savings via the HAPI at Hearst app.
Commitment to Diversity
Hearst UK is driven by a love for culture, voices, and people. Our commitment to diversity, equity, and inclusion is not only a commitment to fairness; it’s essential for creating impactful, celebratory content that resonates with audiences worldwide. We foster a community where every voice counts, ensuring a workplace where you belong, grow, and contribute.
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