At a Glance
- Tasks: Lead CRM strategies to enhance customer loyalty and retention across multiple channels.
- Company: Join Protein Works, a fast-growing DTC nutrition brand with a loyal community.
- Benefits: Competitive salary, growth opportunities, and a chance to make a real impact.
- Other info: Work with a passionate team and innovate in the health and wellness space.
- Why this job: Shape customer experiences and drive engagement in a dynamic, health-focused environment.
- Qualifications: 5+ years in CRM or retention marketing, ideally in DTC ecommerce.
The predicted salary is between 60000 - 80000 £ per year.
Protein Works is a high-growth DTC nutrition brand with a clear mission: help people live healthier, happier lives through the power of nutrition. Protein Works is a brand with a genuinely loyal community, strong product-market fit, and real growth ambition.
This is a senior role for a commercially minded CRM and retention leader who can combine strategic thinking with hands-on execution. You will own the customer lifecycle across email, SMS, loyalty, subscriptions and retention journeys, ensuring we deliver the right message, to the right customer, at the right time.
You will work closely with Trading, Brand, Product, Data, Digital and Creative teams to build best-in-class customer experiences that drive revenue, engagement and long-term loyalty.
Key Responsibilities- Lead the CRM, retention, subscription and loyalty strategy across the UK and international markets.
- Own and optimise customer lifecycle journeys, including welcome, onboarding, replenishment, winback, reactivation, loyalty and VIP programmes.
- Drive repeat purchase, customer lifetime value, subscription growth and retention rate improvements.
- Lead the email and SMS trading calendar, balancing commercial performance with customer experience.
- Develop segmentation and personalisation strategies based on cohort analysis, customer behaviour, product interest, purchase frequency and lifecycle stage.
- Work with Data and Insight teams to understand customer cohorts, churn, purchase patterns and retention opportunities.
- Build and optimise automated CRM flows across email, SMS and other owned channels.
- Partner with Trading and Product teams to support product launches, seasonal campaigns, promotional moments and category growth.
- Own loyalty and rewards initiatives, identifying ways to increase engagement, advocacy and repeat purchase.
- Lead reporting across CRM, retention and loyalty, turning performance data into clear actions.
- Manage and develop the CRM team, setting clear priorities, standards and development plans.
- Work with external platforms and partners to maximise the performance of CRM, SMS, loyalty and subscription tools.
- 5+ years in a retention, CRM, or lifecycle marketing role - ideally in DTC ecommerce or subscription.
- Proven track record of improving LTV, reducing churn, and growing a subscription base commercially.
- Strong CRM platform proficiency.
- Data-literate: comfortable owning cohort analysis, building retention dashboards, and presenting commercial impact.
- Experience working with multiple customer segments, not just a single persona.
- Experience marketing in health, nutrition, wellness, or FMCG DTC.
- Familiarity with health and wellness consumer trends and how they're reshaping acquisition strategies.
- Experience with TikTok Shop or affiliate/influencer performance channels.
- Background in building or scaling a paid media team.
- Commercially wired - you need to think in LTV, contribution margin, and payback periods, not just campaign metrics.
- Ownership mindset - you don't wait to be told; you identify the gap and go close it.
- Comfortable with ambiguity - the playbook doesn't fully exist yet; you'll write it.
- Bias for testing - you run experiments, read the data, and act on it quickly.
- Customer-obsessed without being soft - you understand what makes Protein Works' community tick and you use that commercially.
Head of CRM, Loyalty and Retention in Runcorn employer: Protein Works
At Protein Works, we pride ourselves on being an exceptional employer that champions a vibrant work culture and prioritises employee growth. As the Head of CRM, Loyalty and Retention, you will be part of a dynamic team dedicated to transforming customer experiences in the health and nutrition sector, with ample opportunities for professional development and innovation. Our commitment to fostering a supportive environment, coupled with our mission to help individuals lead healthier lives, makes Protein Works a truly rewarding place to advance your career.
StudySmarter Expert Advice🤫
We think this is how you could land Head of CRM, Loyalty and Retention in Runcorn
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show off your skills! Create a portfolio or case studies that highlight your achievements in CRM and retention. This will give potential employers a taste of what you can bring to the table.
✨Tip Number 3
Prepare for interviews by researching the company and its culture. Be ready to discuss how your experience aligns with their goals, especially around customer loyalty and engagement strategies.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at Protein Works.
We think you need these skills to ace Head of CRM, Loyalty and Retention in Runcorn
Some tips for your application 🫡
Show Your Passion for Nutrition:When you're writing your application, let your enthusiasm for health and nutrition shine through. Protein Works is all about helping people live healthier lives, so share why this mission resonates with you and how your experience aligns with it.
Highlight Your CRM Expertise:Make sure to showcase your experience in CRM and retention strategies. Talk about specific projects where you've improved customer lifetime value or reduced churn, and how you can bring that expertise to the team at Protein Works.
Be Data-Driven:Since this role involves a lot of data analysis, don’t shy away from mentioning your comfort with numbers. Include examples of how you've used data to inform your decisions and drive results in previous roles.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to see your application and get to know you better. Plus, it shows you're serious about joining our team!
How to prepare for a job interview at Protein Works
✨Know Your Numbers
As a Head of CRM, you'll need to demonstrate your data literacy. Brush up on key metrics like customer lifetime value (LTV), churn rates, and retention strategies. Be ready to discuss how you've used data to drive decisions in previous roles.
✨Showcase Your Strategic Thinking
Prepare examples of how you've developed and executed successful CRM strategies. Think about specific campaigns that improved customer engagement or loyalty. Protein Works is looking for someone who can combine strategic thinking with hands-on execution, so be ready to share your thought process.
✨Understand the Brand and Its Community
Familiarise yourself with Protein Works' mission and values. Understand their community and what drives customer loyalty. During the interview, express how you can enhance their customer experience and contribute to their growth ambitions.
✨Be Ready to Discuss Collaboration
This role involves working closely with various teams. Prepare to talk about your experience collaborating with trading, brand, and product teams. Highlight how you've successfully partnered with others to achieve common goals, especially in launching products or campaigns.
