CRM & Loyalty Director — Drive Engagement & Retention

WeAreChemistry Ltd; Greater London; Hybrid; GBP 75,000 - 105,000; Full time

Job summary

WeAreChemistry Ltd in London, with a remote-friendly setup, is seeking a Head of CRM & Loyalty to lead lifecycle marketing, retention strategies and customer communications. You will guide a small cross-functional team, align with clinical and operations partners, and drive engagement across onboarding and membership programs.

The role requires a track record in CRM, data-driven decision making, and experience managing a specialist team within a regulated sector.

Qualifications

• Proven experience leading CRM, retention or lifecycle marketing activity with demonstrable improvements.
• Experience working in a regulated industry, balancing commercial objectives with sector responsibilities.
• Experience with subscriptions or membership propositions.
• Strong knowledge of segmentation, automated communications and customer behaviour.
• Confidence using data to improve engagement, reduce cancellations and grow customer lifetime value.
• Experience managing and developing a specialist team.
• The ability to bring colleagues from different departments together to solve customer problems.

Responsibilities

• Build a clear plan to improve onboarding, engagement and long-term retention.
• Review and develop the membership offer, ensuring its benefits are valuable and clearly understood.
• Create relevant communications at each stage of the customer relationship.
• Identify early signs of disengagement and introduce appropriate support.
• Improve online account journeys through research, testing and collaboration with design and technology colleagues.
• Develop loyalty and referral initiatives.
• Work with clinical, operational and customer service teams to keep communications accurate and timely.
• Measure results and make clear recommendations on where to invest.

Skills

CRM leadership

Retention marketing

Lifecycle marketing

Regulated industry

Job description

WeAreChemistry Ltd in London, with a remote-friendly setup, is seeking a Head of CRM & Loyalty to lead lifecycle marketing, retention strategies and customer communications. You will guide a small cross-functional team, align with clinical and operations partners, and drive engagement across onboarding and membership programs.

The role requires a track record in CRM, data-driven decision making, and experience managing a specialist team within a regulated sector.