Head of Customer Relationship Management

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

Head of Customer Relationship Management

Location

London, United Kingdom (Remote)

Competitive

The Role

We're partnering with an expanding consumer healthcare business to appoint a Head of CRM & Loyalty. The company combines digital services with specialist care and is investing in how it supports, communicates with and retains its customers. Reporting to the Marketing Director, you'll lead a small multidisciplinary team covering lifecycle marketing, customer experience, testing and content. You'll understand what encourages customers to engage, where they encounter problems and why they leave — then turn those findings into practical improvements.

What You'll Do

• 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

What We're Looking For

• Proven experience leading CRM, retention or lifecycle marketing activity with demonstrable improvements delivered
• 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