At a Glance
- Tasks: Lead customer engagement evolution and build intelligent, autonomous relationships.
- Company: Carwow, a dynamic marketplace transforming the automotive industry.
- Benefits: Competitive salary, generous holiday, private healthcare, and learning budget.
- Other info: Join a diverse team committed to innovation and customer-centricity.
- Why this job: Shape the future of customer experience with cutting-edge AI and data strategies.
- Qualifications: 8+ years in CRM or lifecycle marketing with a strong commercial impact.
The predicted salary is between 80000 - 100000 £ per year.
Overview
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+ You Tube 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.
The Role
As Head of Customer you will lead the evolution of how Carwow engages with millions of car‑changers, moving from batch‑and‑blast lifecycle CRM to intelligent, autonomous customer relationships.
You will sit at the intersection of data, AI, and commercial strategy, with the mandate to build something the automotive industry hasn’t seen before.
- 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 already building in this space or have a strong thesis for how it should work
- 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
We’re not looking for 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?
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.
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Head of Customer in London employer: Doist
Brink's is an exceptional employer that fosters a collaborative and innovative work culture, empowering employees to drive global commercial strategies in the ATM lifecycle solutions sector. With a strong focus on professional development and growth opportunities, employees are encouraged to expand their skills while contributing to sustainable growth and operational excellence. Located in a dynamic environment, Brink's offers unique advantages such as a diverse team and the chance to build long-term partnerships with global customers, making it a rewarding place to advance your career.
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 Doist. 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 Doist 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 Doist:Your cover letter is your chance to shine! Tell us why you want to work at Doist 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 Doist!
How to prepare for a job interview at Doist
✨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.
