CRM & Membership Growth Lead

Chemistry London; United Kingdom; On-site; GBP 80,000 - 110,000; Full time

Job summary

Chemistry London is partnering with a growing consumer healthcare business to appoint Head of CRM & Loyalty. You will lead lifecycle marketing, membership development, and digital communications to improve retention and customer experience.

Reporting to the Marketing Director, you’ll build a roadmap to onboard, engage and retain members, develop the membership offer, and collaborate with design, technology, and cross-functional teams to deliver measurable improvements in customer lifetime value.

Qualifications

• Led CRM, retention or lifecycle marketing activities with measurable improvements.
• Experience in a regulated industry.
• Experience with subscriptions or membership propositions.
• Experience managing and developing a specialist team.

Responsibilities

• Build a clear plan to improve onboarding, engagement and long-term retention.
• Reviewing and developing the membership offer, ensuring its benefits are valuable and clearly understood.
• Creating relevant communications at each stage of the customer relationship.
• Identifying early signs of disengagement and introducing appropriate support.
• Improving online account journeys through research, testing and collaboration with design and technology colleagues.
• Developing loyalty and referral initiatives.
• Working with clinical, operational and customer service teams to keep communications accurate and timely.
• Measuring results and making clear recommendations on where to invest.

Skills

CRM marketing

Lifecycle marketing

Team leadership

Data-driven decisions

Job description

Chemistry London is partnering with a growing consumer healthcare business to appoint Head of CRM & Loyalty. You will lead lifecycle marketing, membership development, and digital communications to improve retention and customer experience.

Reporting to the Marketing Director, you’ll build a roadmap to onboard, engage and retain members, develop the membership offer, and collaborate with design, technology, and cross-functional teams to deliver measurable improvements in customer lifetime value.