Global Head of Customer Experience & AI CRM

Carwow; Greater London; On-site; GBP 120,000 - 180,000; Full time

Benefits offered by this job

Company share options

Enhanced holiday package

28 annual leave days

Pension scheme

Job summary

Carwow is seeking a Head of Customer to lead the evolution of CRM strategy, moving from batch-and-blast to intelligent, autonomous engagement. You’ll sit at the intersection of data, AI, and commercial strategy, reporting to the Brand and Customer Director and leading a global team.

You’ll define agentic CRM in practice, building systems that learn, adapt, and act in real time to drive lifetime value across buyers, sellers, and partners.

Qualifications

• 8+ years of experience in customer, CRM, or lifecycle marketing with commercial impact.
• Deep CRM and customer specialization, with sophisticated lifecycle programs and automation.
• Clear point of view on agentic AI and customer engagement; already building in this space.
• Marketplace or platform background with multi-sided business dynamics and customer focus.
• Commercial sharpness; thinking in revenue and lifetime value over open rates.
• Entrepreneurial instinct; ability to build things from scratch.
• Global team leadership with alignment across distributed markets.

Responsibilities

• Own the end-to-end customer strategy: lifecycle, retention, reactivation, and segmentation.
• Lead and scale a global CRM team, setting standards for data, automation, and personalisation.
• Pioneer agentic CRM with AI-powered, autonomous customer engagement in real time.
• Translate ambition into marketplace context using insights from consumer tech and fintech.
• Turn customer insight into commercial outcomes and maximise lifetime value.
• Partner with Product, Data and Brand to embed customer thinking into development.
• Live by metrics: NPS, CSAT, retention, repeat purchase, and accountability.
• Be a credible exec voice advocating customer investment and shaping strategy.

Skills

CRM expertise

Lifecycle marketing

Agentic AI

Marketplace experience

Commercial focus

Entrepreneurial mindset

Global team leadership

Job description

Carwow is seeking a Head of Customer to lead the evolution of CRM strategy, moving from batch-and-blast to intelligent, autonomous engagement. You’ll sit at the intersection of data, AI, and commercial strategy, reporting to the Brand and Customer Director and leading a global team.

You’ll define agentic CRM in practice, building systems that learn, adapt, and act in real time to drive lifetime value across buyers, sellers, and partners.