OVERVIEW:

Join us as the Head of Customer Engagement and take the lead in crafting bold, data-driven strategies that deepen relationships, supercharge the customer journey, and deliver truly personalised experiences at every touchpoint.
We have an exciting opportunity to join our team on a 15-month Fixed-Term Contract as maternity cover.
In this high-impact role, you’ll tap into customer insights, segment with precision, and build targeted CRM campaigns that drive engagement, retention, and brand loyalty. You’ll be at the heart of shaping how millions interact with our brand.
If you’re a strategic thinker, a team-first leader, and thrive in fast-moving environments, this is your opportunity to make a serious impact.

WHAT YOU’LL NEED:

It is essential that you already have extensive experience in a Senior CRM, Customer Lifecycle or Customer marketing strategy role within a DTC, retail, or CPG business. We are also looking for:

• Experienced people leader skilled in mentoring, coaching, and building high-performing teams.
• Strong in customer segmentation and applying insights to drive performance across multiple channels.
• Proven ability to lead complex cross-functional projects and set clear, strategic goals.
• Commercially focused with expertise in budget management and driving both short- and long-term growth.
• Confident communicator who collaborates effectively, embraces feedback, and challenges constructively to inspire change.

This is a hybrid role and would require the successful candidate to attend at least 3 days a week in GSHQ, Solihull, UK.

WHAT YOU’LL BE DOING

In this role, you’ll lead the strategy behind how we connect with our customers, delivering personalised, insight-led experiences that drive loyalty and growth. You’ll align audience and communication strategies across digital marketing, ensuring our MarTech tools are fully optimised, and our customer data stays healthy and actionable.
With a sharp focus on key KPIs like retention, churn, and CLTV, you’ll turn performance into progress. You’ll also manage budgets and lead a high-performing team across the UK and US, creating a collaborative, customer-first culture that delivers real business impact.
Key responsibilities include:

It is essential that you already have extensive experience in a Senior CRM, Customer Lifecycle or Customer marketing strategy role within a DTC, retail, or CPG business. We are also looking for:

• Experienced people leader skilled in mentoring, coaching, and building high-performing teams.
• Strong in customer segmentation and applying insights to drive performance across multiple channels.
• Proven ability to lead complex cross-functional projects and set clear, strategic goals.
• Commercially focused with expertise in budget management and driving both short- and long-term growth.
• Confident communicator who collaborates effectively, embraces feedback, and challenges constructively to inspire change