At a Glance
- Tasks: Lead CRM and retention strategies to enhance customer loyalty and engagement.
- 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: Be part of a team that values innovation and customer obsession.
- Why this job: Shape customer experiences and drive revenue 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 Warrington 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 ensures that every team member can thrive while contributing to our mission of helping people lead healthier lives.
StudySmarter Expert Advice🤫
We think this is how you could land Head of CRM, Loyalty and Retention in Warrington
✨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 mission and how you can contribute to their growth ambitions.
✨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, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Head of CRM, Loyalty and Retention in Warrington
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Head of CRM, Loyalty and Retention. Highlight your experience in retention strategies and customer lifecycle management, and don’t forget to sprinkle in some metrics that showcase your success!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re passionate about nutrition and how your skills align with our mission at Protein Works. Be sure to mention specific examples of how you've driven customer loyalty and retention in the past.
Show Off Your Data Skills:Since this role is all about data-driven decisions, make sure to highlight your proficiency with CRM platforms and your ability to analyse customer behaviour. We want to see how you’ve used data to improve customer lifetime value and reduce churn!
Apply Through Our Website:We love it when candidates apply directly through our website! It helps us keep track of applications better. Plus, it shows us you’re genuinely interested in joining the Protein Works family. So, don’t hesitate – hit that apply button!
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 past roles.
✨Showcase Your Strategic Thinking
Protein Works is looking for someone who can combine strategic thinking with hands-on execution. Prepare examples of how you've developed and implemented successful CRM strategies in previous positions, especially in DTC ecommerce or subscription models.
✨Understand the Customer Journey
Familiarise yourself with the entire customer lifecycle, from onboarding to loyalty programmes. Be prepared to discuss how you would optimise these journeys at Protein Works, ensuring the right message reaches the right customer at the right time.
✨Be Ready to Collaborate
This role involves working closely with various teams. Think of examples where you've successfully collaborated with trading, brand, or product teams to enhance customer experiences. Highlight your ability to lead cross-functional projects and drive results.
