Head of Customer Retention

hace 3 semanas


Madrid, Madrid, España Blue Light Card A tiempo completo
About the Role

We're seeking an experienced Head of CRM to lead our CRM team, driving engagement and retention strategies across the customer lifecycle, from onboarding and activation to renewal.

You'll drive performance through developing the team, establishing robust processes, and creating an organisational structure that balances daily business needs with long-term growth opportunities.

Key responsibilities include setting the strategy for engagement and retention with a member-first approach, establishing clear targets and KPIs for the team, and overseeing day-to-day CRM operations.

You'll also act as a liaison between the CRM team and other departments, ensuring effective communication and collaboration to achieve company-wide goals.

Key Skills:

  • Proven expertise in CRM/retention/lifecycle marketing in a digital first or tech environment, both at a strategic and operational level
  • Demonstrated ability to manage cross-functional teams and diverse stakeholders, with excellent influencing skills
  • Data orientated with strong analytical skills and experience of customer segmentation and automation
  • Working experience with Braze or substantial marketplace/ecommerce industry experience
  • Ability to solve complex business problems in a structured manner

What We Offer

  • Hybrid working
  • 25 days plus public holidays, buy and sell and an additional day off for your birthday
  • A company bonus scheme
  • Great social events e.g., Christmas party, family fun day, summer party, sports matches
  • Learning and development opportunities
  • Group auto-enrolment pension plan
  • Enhanced maternity, paternity, sick pay
  • Company funded private medical insurance
  • Healthcare cashback plan
  • Employee assistance programme (including mental health support)


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