Head of Customer Retention & Engagement

The Company is in search of a Head of Customer Retention & Engagement to spearhead the development and execution of strategies that enhance the customer lifecycle. This pivotal role demands a leader with a strong commercial focus, adept at leveraging customer data, marketing technology, automation, analytics, and customer experience to drive retention, lifetime value, and advocacy. The successful candidate will be responsible for designing and scaling a sophisticated customer engagement framework, working closely with executive stakeholders, and leading a team to implement CRM, loyalty, and retention initiatives. Key responsibilities include defining the customer retention strategy, leading a team, and partnering with senior leadership to align customer experience with business objectives. Applicants for the Head of Customer Retention & Engagement position at the company should have a minimum of 8 years' experience in CRM, customer engagement, retention marketing, or related leadership roles, with a proven track record of improving customer retention and engagement metrics. Essential experience includes a background in B2C, eCommerce, subscription, or digital-first environments, and deep expertise in customer segmentation, personalisation, and journey orchestration. The role requires technical expertise in areas such as marketing automation, customer data platforms, and predictive analytics, as well as a strong foundation in data-led decision-making. The ideal candidate will be passionate about creating exceptional customer experiences and driving long-term growth through the strategic use of data, technology, and automation.