Customer Strategy Lead – CRM & D2C

Customer Strategy Lead – CRM & D2C Growth

Location: Chertsey, Surrey (Hybrid – 3 days office / 2 days remote)

The Opportunity

We are recruiting for a Customer Strategy Lead to join a global consumer technology business, taking responsibility for developing and delivering its European Direct-to-Consumer (D2C) customer strategy.

This is a senior, commercially focused role combining CRM strategy, customer lifecycle management, personalisation and customer growth
, with responsibility for driving customer lifetime value (CLV), retention, engagement and cross-selling across multiple European markets.

Working closely with senior stakeholders across CRM, Mar Tech, Digital and Customer Experience, you will develop innovative, data-driven customer programmes that deliver measurable commercial growth.

Key Responsibilities

• Lead the development and execution of a European D2C customer strategy and roadmap across owned and paid channels.
• Drive customer acquisition, retention, engagement, cross-selling and customer lifetime value.
• Develop personalised, multi-channel customer journeys across email, web, app, mobile messaging and digital channels.
• Identify opportunities to increase repeat purchases, product upgrades and multi-product ownership.
• Build compelling business cases for new customer initiatives, Mar Tech investment and digital innovation.
• Develop audience strategies and customer segmentation approaches to improve campaign effectiveness and commercial performance.
• Lead the rollout and adoption of customer programmes across multiple European markets.
• Collaborate with senior stakeholders across CRM, Mar Tech, Digital, Analytics and Customer Experience.
• Manage relationships with external agencies and technology partners.
• Champion experimentation, data-driven decision-making and continuous improvement.

Skills & Experience Required

• Ideally 10+ years' experience in CRM, customer strategy, digital marketing or customer lifecycle management.
• Proven experience developing and delivering customer growth strategies within complex, data-driven organisations.
• Strong understanding of D2C, CRM, customer retention, loyalty, personalisation and CLV optimisation
  .
• Experience delivering integrated customer programmes across multiple digital and owned channels.
• Strong commercial acumen, with the ability to translate customer insights into measurable revenue growth.
• Experience working with enterprise marketing technology platforms, ideally including Adobe Campaign, Adobe Experience Platform, Adobe Target or Adobe Audience Manager
  .
• Excellent stakeholder management skills, with experience influencing senior leadership and working across multiple markets.
• Strong analytical capabilities and the ability to develop compelling business cases and strategic presentations.
• Experience managing agencies, delivery partners and cross-functional teams.
• Comfortable balancing strategic leadership with hands-on delivery and execution.

The Ideal Candidate

You will be an experienced CRM, Customer Strategy or Lifecycle Marketing leader with a strong commercial mindset and a track record of driving customer growth through data, technology and personalised engagement.

You may currently be working as a Customer Strategy Lead, Head of CRM, Senior CRM Strategy Manager, Customer Lifecycle Lead or D2C Customer Growth Lead within a large consumer-facing business or consultancy.

Experience operating across European markets, particularly within consumer technology, retail, e-commerce or other D2C environments, would be advantageous.