Head of Customer Experience (CRM)

TL;DR

Head of Customer Experience (CRM): Leading the customer experience strategy for consumer-facing digital products with an accent on CRM, owned communications channels, and loyalty growth. Focus on optimizing lifecycle journeys in Braze, designing a scalable loyalty proposition, and driving engagement across multiple media brands.

Location: Holborn, London

Company

hirify.global is a leading media and entertainment company owning several major UK radio brands, including Capital, Heart, and LBC.

What you will do

• Own the day-to-day performance of core customer communications channels in Braze, including email, push, and in-app messaging.
• Set and execute the CX and loyalty strategy for consumer products across mobile apps, websites, and smart speakers.
• Design, test, and launch a scalable loyalty proposition to deepen user relationships.
• Analyze quantitative and qualitative insights to drive user segmentation and continuous journey improvement.
• Lead, coach, and develop a team of four CX specialists.
• Collaborate with Product, Data, and Marketing teams to align CX activity with brand priorities.

Requirements

• Proven track record leading CX and/or CRM for digital consumer products, preferably with loyalty programmes.
• Hands-on experience using Braze or similar multi-channel lifecycle platforms at scale.
• Strong capability in audience segmentation, experimentation, and performance analytics.
• Ability to lead a team and influence cross-functional stakeholders across commercial and product domains.
• Customer-first mindset with a passion for inclusive and accessible digital experiences.
• Comfort moving between high-level strategy and hands-on delivery in a fast-paced environment.

Culture & Benefits

• Inclusive culture that celebrates diversity and nurtures a sense of belonging.
• Opportunity to shape the experience for millions of users across top-tier UK media brands.
• Commitment to accessibility with reasonable adjustments provided during the recruitment process and in the workplace.