Head of CRM (Global)

Location: East Sussex, UK; hybrid with 3 days in the office

Salary: £90,000–£100,000 per year plus approximately 10% discretionary bonus

Company

Founder-led consumer brand with an international footprint, an established UK customer base, and a rapidly growing US market.

What you will do

• Build the global CRM, lifecycle, and retention strategy across international direct-to-consumer markets.
• Set the roadmap for customer journeys, segmentation, and communications.
• Develop CRM reporting and turn customer data into commercially valuable insights for leadership and board-level decisions.
• Drive subscription growth through churn reduction, customer development, cross-sell, upsell, win-back, and improved customer experiences.
• Define the future CRM technology roadmap, including evaluating the current email service provider.
• Lead and develop the CRM function, mentor the Senior CRM Manager, and shape future team structure and resourcing.

Requirements

• Strong strategic CRM, lifecycle, or retention experience, ideally in a founder-led, entrepreneurial, or scaling consumer business.
• Commercial and analytical experience owning retention, lifetime value, churn, and repeat-revenue performance.
• Strong brand judgment and the ability to balance commercial opportunities with a distinctive customer experience.
• Experience influencing founders, C-suite leaders, or boards and communicating a clear point of view under pressure.
• Subscription, loyalty, multi-market CRM, and modern ESP experience are highly desirable.

Culture & Benefits

• Ownership of the channel responsible for approximately 90% of revenue.
• Opportunity to create the CRM strategy, roadmap, and future structure from the ground up.
• Direct access to a C-suite leader with the ability to unlock investment and resources.
• Start-up pace and autonomy with the financial security of a well-funded, cash-rich business.
• Clear progression opportunity toward a Director-level position.