At a Glance
- Tasks: Lead customer value strategy for iconic media brands and enhance member engagement.
- Company: Join Hearst UK, a leading premium publisher shaping culture with creativity.
- Benefits: Enjoy flexible Fridays, health perks, and exclusive discounts on top brands.
- Other info: Dynamic team environment with opportunities for personal and professional growth.
- Why this job: Make a real impact by driving customer loyalty and enhancing experiences.
- Qualifications: Proven experience in customer lifecycle strategies and strong leadership skills.
The predicted salary is between 67500 - 72500 £ per year.
We are the UK's leading premium publisher, home to iconic and influential media brands including Esquire, Men's & Women's Health, ELLE, Good Housekeeping, Harper's Bazaar, Digital Spy, Cosmopolitan, Red and more.
At Hearst UK, we don't just create content – we shape culture.
Our workplace is driven by passion, shaped by authenticity and powered by creativity.
We back bold ideas, act with an entrepreneurial mindset and continually evolve to meet the moment – while respecting the legacy that's brought us here.
We believe in each other's potential and push boundaries together to create meaningful impact, both across the media landscape and in people's lives.
Hearst UK operates an in-office policy with flexible Fridays. Our office is based at
House of Hearst, 30 Panton Street, St James's, London, SW1Y 4AJ .
Salary: £67,500 – £72,500, dependent on experience and will be assessed in line with the candidate’s skills, knowledge, and relevant expertise.
Head of Customer Value
About The Role
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 their first interaction through to renewal, retention and win‑back.
You’ll be responsible for developing a market‑leading customer value strategy that grows lifetime value, increases customer engagement with our membership propositions, and creates lasting relationships between our iconic brands and our members.
As a leader of 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.
Main Duties
- Own Hearst UK's customer value strategy across our portfolio of 13 brands, driving customer lifetime value through best‑in‑class 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 the commercial strategy for retention and win‑back, using customer insight, segmentation and propensity modelling to deliver the right intervention to the right customer at the right time, maximising long‑term value rather than short‑term saves.
- Partner with Memberships & Rewards, Product and Customer teams to increase awareness and adoption of membership benefits, identifying which features and behaviours drive retention and using these 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, creating a high‑performing culture that balances commercial performance with exceptional customer experience.
- Build a robust measurement framework across the customer lifecycle, working closely with Data and Insight teams to identify opportunities, test new approaches, evaluate performance and continually improve customer value.
- What We Are Looking For
- Significant experience leading customer lifecycle, retention or customer value strategies within a subscription, membership or recurring revenue business.
- A strong commercial mindset with a proven track record of growing customer lifetime value through data‑led engagement, retention and customer experience initiatives.
- Experience developing sophisticated lifecycle strategies using customer segmentation, behavioural insights, propensity modelling and test‑and‑learn methodologies.
- Strong leadership experience with the ability to inspire, develop and coach high‑performing teams while influencing senior stakeholders across multiple business functions.
- Experience managing customer service or contact centre operations, with accountability for operational performance, customer satisfaction and commercial outcomes.
- Highly analytical with confidence interpreting complex customer data and translating insight into clear commercial actions.
- Excellent stakeholder management skills with the ability to align multiple teams around a shared customer strategy.
- Passionate about delivering exceptional customer experiences and building meaningful 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
Benefits
Hearst Exclusives – Only for You!
- Get adventurous with Good Housekeeping Taste and Beauty Testing Panels – you could be trying the next big thing in beauty, food & drink.
- Snag luxe beauty steals at our legendary 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 and stress‑free with discounted gym memberships and the Cycle to Work scheme.
- Embrace flexibility with a Location Flex and Holiday Exchange to take time when you need it.
- Take time to give back with a Charity Day and access wellbeing resources whenever you need them.
- Join one of our Hearst ERG Groups.
- Financial Wellness – Boost Your Budget
- Plan ahead with a generous Workplace Pension, Income Protection, Life Assurance and Season Ticket Loan for easier commuting.
- Make smarter money moves using Salary Finance tools, Financial Wellbeing sessions and Home Tech benefits to spread costs.
- Treat yourself with major discounts across London and everyday savings via the HAPI at Hearst app.
Hearst UK is deeply committed to using our influential brands to reflect the world we want to live in – one that respects, protects, represents and uplifts the voices and opinions of all people.
We recognise the significant benefits of creativity, collaboration and innovation that come with diverse teams and are working to build a sense of true belonging within our business and foster a culture in which everyone feels heard.
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StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Value
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hearst UK. 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 Hearst UK 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 Value
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 Hearst UK:Your cover letter is your chance to shine! Tell us why you want to work at Hearst UK 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 Hearst UK!
How to prepare for a job interview at Hearst UK
✨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.
