CRM Growth & Retention Lead

Consult; Greater London; Hybrid; GBP 110,000 - 130,000; Full time

Job summary

Consumer Additions is seeking an Interim Head of CRM to lead the CRM and retention strategy across the full post-signup lifecycle. The role requires shaping customer growth and retention, driving cross-functional alignment with Product, Finance, Data Science and Analytics, and scaling the CRM function internationally.

You will own segmentation, lifecycle programmes and test-and-learn frameworks across email, push and in-app channels, while partnering with Product on retention journeys and uplift

Qualifications

• Experience leading CRM and retention in a scaled subscription or consumer business.
• Ability to translate CRM strategy into actionable plans and drive execution.
• Strong understanding of cohort dynamics, churn drivers, lifecycle programs, segmentation and reactivation.
• Comfort working with financials and business performance, not just campaign metrics.

Responsibilities

• Own the CRM and retention strategy across the full post-signup lifecycle, including onboarding, engagement, churn prevention, winback and reactivation.
• Act as the senior CRM authority on customer behaviour, churn drivers, retention opportunities and base management.
• Bring structure and commercial focus to the CRM function, setting clear priorities and ensuring initiatives have measurable outcomes.
• Lead and develop a team of 4, strengthening the team and building a scalable CRM function.
• Develop customer segmentation and personalisation strategies across audiences, channels and lifecycle stages.
• Design and run systematic lifecycle programmes across email, push and in-app with objectives, audience logic, measurement and test-and-learn frameworks.
• Partner with Product to shape retention experiences including cancellation, recovery and reactivation journeys.
• Work closely with Finance, Data Science, Analytics and Product to identify opportunities, evaluate investment and establish incrementality standards.
• Represent CRM in senior trading and cross-functional forums, using data and commercial judgement to drive action.

Skills

CRM strategy

Retention & lifecycle

Team leadership

SQL

A/B testing

Cross-functional

Data analysis

Personalisation

Tools

Braze

SQL

Job description

Consumer Additions is seeking an Interim Head of CRM to lead the CRM and retention strategy across the full post-signup lifecycle. The role requires shaping customer growth and retention, driving cross-functional alignment with Product, Finance, Data Science and Analytics, and scaling the CRM function internationally.

You will own segmentation, lifecycle programmes and test-and-learn frameworks across email, push and in-app channels, while partnering with Product on retention journeys and uplift