Head of Customer Value

Head of Customer Value

As the Head of Customer Value, you will lead the strategy that maximises the long‑term value of Hearst UK's members and subscribers. Sitting within the Customer Growth team and reporting to the Net Growth Director, you'll own how we engage with members throughout their lifecycle – from first interaction through renewal, retention and win‑back.

You will be responsible for developing a market‑leading customer value strategy that grows lifetime value, increases engagement with our membership propositions, and creates lasting relationships between our iconic brands and our members. Leading a team of four, you’ll work closely with Customer, Data, Technology, Product, Editorial, Marketing and Commercial teams to ensure every customer interaction strengthens loyalty and supports Hearst UK's ambitious membership growth plans over the next five years.

Salary £67,500 – £72,500 – salary depends on experience and will be assessed inline with the candidate’s skills, knowledge, and relevant expertise.

Main Duties

• Own Hearst UK's customer value strategy across 13 brands, driving lifetime value through onboarding, in‑life engagement, retention, renewal and win‑back programmes.
• Develop and continuously optimise the customer lifecycle, ensuring communications are personalised, consistent with each brand, and designed to deepen member engagement, increase product usage and reduce churn.
• Lead commercial strategy for retention and win‑back, using insight, segmentation and propensity modelling to deliver the right intervention at the right time, maximising long‑term value.
• Partner with Memberships & Rewards, Product and Customer teams to increase awareness and adoption of membership benefits, identifying features that drive retention and using insights to shape future propositions.
• Provide strategic and operational leadership for the customer contact centre, owning partner performance, operational effectiveness, save rate, quality standards, commercial offer strategy and continuous improvement.
• Lead, coach and develop the Customer Value team, building a high‑performing culture that balances commercial performance with exceptional experience.
• Build a robust measurement framework across the lifecycle, working closely with Data and Insight teams to identify opportunities, test new approaches, evaluate performance and continually improve value.

What We Are Looking For

• Significant experience leading customer lifecycle, retention or customer value strategies within a subscription, membership or recurring revenue business.
• Strong commercial mindset with a proven track record of growing customer lifetime value through data‑led engagement, retention and experience initiatives.
• Experience developing sophisticated lifecycle strategies using segmentation, behavioural insights, propensity modelling and test‑and‑learn methodologies.
• Strong leadership experience inspiring, developing and coaching high‑performing teams while influencing senior stakeholders across functions.
• Experience managing customer service or contact centre operations, with accountability for performance, satisfaction and commercial outcomes.
• Highly analytical, confident interpreting complex data and translating insight into clear commercial actions.
• Excellent stakeholder management skills aligning multiple teams around a shared strategy.
• Passionate about delivering exceptional customer experiences and building relationships that turn subscribers into loyal members.

Success Measures

• Growth in customer lifetime value (LTV)
• Reduction in voluntary churn
• Membership engagement and feature adoption
• Win‑back effectiveness and long‑term customer value
• Contact centre save rate and operational performance
• Customer satisfaction and advocacy
• Delivery of Hearst UK's membership growth ambitions

Your benefits at Hearst UK are more than just extras—they are tools to help you thrive in every part of life.

Hearst Exclusives - Only for You!

• Get adventurous with Good Housekeeping Taste and Beauty Testing Panels – try the next big thing in beauty, food & drink.
• Snag luxe beauty steals at office sample sales – score big on top brands without breaking the bank.

Inclusion, Health & Wellbeing: Feel Your Best

• Stay healthy with Specsavers eye care, a company‑funded Health Cash Plan, and access to mental health support.
• Get active with discounted gym memberships and Cycle to Work scheme.
• Embrace flexibility with Location Flex and Holiday Exchange.
• Take time to give back with Charity Day and wellbeing resources.
• Join one of our Hearst ERG Groups.

Financial Wellness - Boost Your Budget

• Plan ahead with generous Workplace Pension, Income Protection, Life Assurance and Season Ticket Loan.
• Make smarter money moves using Salary Finance tools, Financial Wellbeing sessions, and Home Tech benefits.
• Treat yourself with major discounts across London and everyday savings via the HAPI at Hearst app.