Head of CRM - Premium Supplements Brand

Responsibilities

• You’ll set CRM strategy across a database of roughly 700k.
• Most revenue comes from subscription, so this isn’t a “send more emails” job.
• The work is knowing how to treat prospects, customers and subscribers differently, how to move people between those groups, and when to leave subscribers alone.
• Upsell, cross-sell and lifetime value sit at the heart of it.
• You’ll lead a team of five (a senior manager and four execs across the UK, US and Europe).
• You’ll also design what the team looks like next: where to split UK and international, flows and campaigns, and where to add headcount.
• Building people’s careers, through mentoring, succession planning and clear growth paths, is as big a part of the role as the numbers.
• You’ll work closely with the customer experience lead, who owns the tech stack and subscription operations.

Requirements

• You’ve led CRM at a brand-first business.
• Beauty, skincare, fashion, wellness or jewellery would be great, but what matters is that you know how to make emails beautiful and take people on a journey, and you back it up with data.
• You’ve been through a real growth phase at a scale-up, and you know what structure, process and team design look like when a business is growing up fast.
• You’ve ideally led a loyalty programme.
• Subscription experience is a bonus, not a must, but you understand why LTV matters more when customers subscribe.
• You have presence.
• You can walk into a room with senior leaders, hold your view and argue it well.
• You lead with kindness.
• You’re resilient.