Head of CRM

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

Interim Head of CRM | 6 month FTC | £110,000 - £130,000 | Hybrid 2-3 days in London office & remote working

Consumer Additions are currently working with an exciting, fast-growing consumer subscription business to hire an interim Head of CRM.

With a large and engaged customer base and ambitious growth plans, the business is continuing to evolve how it acquires, retains and grows customers. This is a high-impact opportunity to join a data-led, commercially focused environment where you’ll have the opportunity to shape strategy, influence cross-functional teams and make a tangible impact on customer growth and retention.

Job 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, assessing capability, strengthening the team and building a high-performing CRM function that can scale internationally.
• 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 clear objectives, audience logic, measurement and test-and-learn frameworks.
• Partner closely 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 robust incrementality standards.
• Represent CRM in senior trading and cross-functional forums, using data and commercial judgement to identify issues and drive action.

Skills Required

• Strong experience in CRM, customer retention and base management within a scaled subscription or consumer business.
• Proven ability to set CRM and retention strategy, translate it into clear plans and hold teams accountable for high-quality execution.
• Deep understanding of cohort dynamics, churn drivers, lifecycle programmes, segmentation and customer reactivation.
• Commercially fluent, with the ability to work confidently with financials, customer volumes and business performance rather than relying solely on campaign metrics.
• Strong understanding of data, experimentation and incrementality, with the judgement to assess whether CRM activity is genuinely driving results.
• Experience with CRM platforms; Braze experience is advantageous.
• SQL capability and strong test-and-learn credentials.
• Proven experience leading and developing teams, including reshaping structures and addressing capability gaps where required.
• Strong cross-functional relationship skills, particularly across Product, Data, Analytics and Finance.
• Senior Lead through to Head of level experience, with the confidence to influence strategy and drive meaningful organisational change.