Lead the development of our global CRM strategy to enhance customer communication and engagement. Optimise channel mix, maximising direct communication channels to drive ROI and multi-channel orchestration. Identify trends and opportunities to strengthen regional communications, ensuring a cohesive strategy framework. Lead, mentor, and develop a high-performing CRM team to execute core communication initiatives. Drive customer growth and retention strategies, monitoring key cohort health and minimising churn.

Define and drive the end-to-end personalisation and customer engagement strategy, ensuring a customer-centric approach across all digital and offline channels. Lead the implementation and continuous optimisation of customer segmentation, leveraging data-driven insights to deliver hyper-personalised experiences and maximise engagement. Develop and scale advanced segmentation frameworks, translating insights into actionable strategies that drive measurable business impact. Own the roadmap for personalisation and engagement initiatives, identifying opportunities to enhance targeting, automation, and real-time optimisation. Oversee the customer lifecycle strategy, defining key lifecycle stages and implementing tailored strategies to nurture customers from acquisition through retention and advocacy. Partner with Insights to refine segmentation models and campaign planning teams to optimise targeting, ensuring seamless execution of data-driven engagement strategies. Analyse customer behaviour and journey data to refine lifecycle touchpoints, drive continuous improvement, and enhance conversion and retention. MarTech Collaborate with cross-functional teams to prioritise and enhance the MarTech stack. Develop business cases for Tech and Data initiatives, clearly articulating their impact on business growth. Optimise the vendor and tool mix strategy, ensuring efficiency and alignment with engagement objectives. Automations Develop and implement the automation strategy to streamline customer journeys and improve retention. Establish a prioritised roadmap for lifecycle journeys, optimising engagement at each stage. Enhance lead capture and conversion strategies to drive first-time purchases and long-term loyalty. 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: