At a Glance
- Tasks: Lead customer strategy and innovate how we engage with car-changers using AI and data.
- Company: Join Carwow, a dynamic marketplace transforming the automotive industry.
- Benefits: Competitive salary, generous holiday, share options, and wellness support.
- Other info: Diverse and inclusive culture with excellent career growth opportunities.
- Why this job: Be at the forefront of customer engagement and shape the future of automotive CRM.
- Qualifications: 8+ years in customer or CRM roles with a strong focus on AI and automation.
The predicted salary is between 80000 - 100000 £ per year.
Carwow is the car-changing marketplace for life-changing moments, the place people come to buy, sell and explore cars with total confidence. With 11M+ YouTube subscribers, 6,000+ dealer partners, and a growing global footprint, we're building something genuinely different in automotive. We are on a mission to be the go-to destination for every car change, for life, and customer centricity is how we get there.
As Head of Customer, you'll lead the evolution of how Carwow engages with millions of car-changers, moving us from batch-and-blast lifecycle CRM to intelligent, autonomous customer relationships. You'll sit at the intersection of data, AI, and commercial strategy, with the mandate to build something the automotive industry hasn't seen before. You'll report directly to the Brand and Customer Director and lead a global team. This is a builder role at an inflection point, and the person who takes it will define what agentic CRM looks like in practice, not just in theory.
The best customer businesses in the world don't just communicate with their customers, they anticipate them and build systems that learn, adapt, and act. That's the standard we're setting at Carwow, and this role is how we get there.
What You'll Do
- Own the end-to-end customer strategy: lifecycle, retention, reactivation, and the definition of our highest-value customer segments.
- Lead and scale a global CRM team, setting the standard for how we use data, automation, and personalisation at scale.
- Pioneer agentic CRM at Carwow, designing and deploying AI-powered, autonomous customer engagement that acts on signals in real time, not in the next campaign cycle.
- Draw on what the best consumer tech and fintech businesses have built around predictive personalisation, proactive communication, and AI-led service, and translate that ambition into a marketplace context.
- Turn customer insight into commercial outcomes: identify where lifetime value is being left on the table and build the systems to capture it.
- Partner with Product, Data, and Brand to embed customer thinking into how Carwow builds, not just how it communicates.
- Live by the metrics that matter: NPS, CSAT, retention, repeat purchase, driving a culture of accountability around them.
- Be a credible exec voice, making the case for customer investment in commercial terms and helping shape Carwow's trajectory towards becoming a genuinely customer-led business.
What We're Looking For
Essential
- 8+ years of experience in customer, CRM, or lifecycle marketing roles, with a track record of progressive seniority and commercial impact.
- Deep CRM and customer specialism, having built and run sophisticated lifecycle programmes with meaningful automation and personalisation at scale.
- A clear point of view on agentic AI and customer engagement. You're not waiting to see how it plays out; you're already building in this space or have a strong thesis for how to.
- Marketplace or platform background, with an understanding of multi-sided business dynamics and the complexity of serving buyers, sellers, and partners simultaneously and a passion for customer centricity.
- Commercial sharpness. You think in revenue and lifetime value, not open rates.
- Entrepreneurial instinct. You've built things from scratch, not just inherited and optimised.
- Global team leadership, with a track record of creating alignment across distributed teams and markets.
Desirable
- Experience in fintech, consumer tech, or high-consideration categories where trust and timing are everything.
- Exposure to businesses navigating a step-change in AI adoption, where the question isn't whether to use it, but how fast and how well.
What This Isn't
A CRM manager with a fancy title. We're not looking for someone to run the email calendar. We're looking for someone who looks at what the most advanced customer businesses have done with AI and asks: what's our version of that? If that question excites you, keep reading. If it makes you nervous, this probably isn't the right fit.
Benefits
- Competitive salary + commission.
- Company share options.
- Enhanced holiday package.
- 28 annual leave days.
- 1 day for your wedding.
- 1 day off when you move house - because moving is hard enough without work!
- For your third year anniversary, get 30 days of annual leave per year.
- For your tenth year anniversary, get 35 days of annual leave per year.
- Option to buy 3 extra days of holiday per year.
- Pension scheme via Royal London.
- Vitality Private Healthcare.
- Life Assurance for (even more) peace of mind.
- Monthly coaching sessions with Spill - our mental wellbeing partner.
- Work from abroad for a month.
- Inclusive parental, partner and shared parental leave, fertility treatment and pregnancy loss policies.
- Bubble childcare support and discounted nanny fees for little ones.
- The latest tech (Macbook or Surface) to power your gif-sending talents.
- Up to £500/€550 home office allowance for that massage chair you’ve been talking about.
- Generous learning and development budget to help you master your craft.
- Regular social events: tech lunches, coffee with the exec sessions, lunch 8 learns, book clubs, social events/anything else you pester us for.
Diversity and inclusion is an integral part of our culture. We know that diverse teams are strong teams, so we welcome those with alternative identities, backgrounds, and experiences to apply for this position. We make recruiting decisions based on experience, skills and potential, so all our applicants are treated fairly and equally.
Head of Customer in London employer: Carwow
As a Senior BI Analytics Engineer at our company, you'll thrive in a dynamic and inclusive work culture that prioritises employee well-being and professional growth. With hybrid working options, competitive salaries, and generous leave policies, including additional days off for significant milestones, we ensure our team members feel valued and supported. Our commitment to diversity and continuous learning, alongside access to the latest technology and resources, makes us an exceptional employer for those seeking meaningful and rewarding careers in analytics.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Carwow. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Carwow before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Carwow:Your cover letter is your chance to shine! Tell us why you want to work at Carwow specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Carwow!
How to prepare for a job interview at Carwow
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
