At a Glance
- Tasks: Lead and innovate CRM strategies to enhance customer loyalty and engagement.
- Company: Fast-growing beauty brand with a focus on customer retention.
- Benefits: Autonomy, visibility, and resources to shape the future of customer engagement.
- Other info: Opportunity to build a world-class customer engagement function from scratch.
- Why this job: Make a real impact in a dynamic environment and drive significant commercial growth.
- Qualifications: Proven experience in CRM and lifecycle marketing within high-growth consumer sectors.
The predicted salary is between 51750 - 63250 £ per year.
Quest Search & Selection are partnering with a high-growth beauty brand to appoint a Head of Loyalty, Lifecycle & CRM, a pivotal role responsible for shaping and owning the future of customer retention, loyalty and lifecycle marketing.
This is a rare opportunity for an ambitious CRM leader to join a fast-growing brand and build a world-class customer engagement function from the ground up.
With a customer database of nearly 1 million customers and retention accounting for 83% of total business revenue, this is a highly visible role with significant commercial impact.
Reporting into the senior leadership team, you will take full ownership of the CRM and loyalty strategy, developing innovative ways to deepen customer relationships, increase lifetime value and create personalised experiences that drive long-term growth.
This is a role for someone who thrives in a growth environment — a hands-on strategic thinker who wants to make CRM their own, build best-in-class capabilities and have a genuine influence on the direction of the business.
Key Responsibilities
- Own and define the overall CRM, lifecycle and loyalty strategy, aligning customer engagement activity with wider commercial goals.
- Develop and execute customer lifecycle programmes across acquisition, onboarding, retention, reactivation and loyalty.
- Drive customer segmentation, personalisation and data-led marketing initiatives to improve engagement and lifetime value.
- Lead the evolution of the brand’s loyalty proposition, identifying opportunities to increase customer advocacy and repeat purchase behaviour.
- Use customer insights and analytics to optimise journeys, campaigns and channel performance.
- Partner closely with Digital, Ecommerce, Marketing, Creative and Data teams to deliver seamless customer experiences.
- Own CRM channel performance across email, SMS, app/personalisation and emerging customer communication channels.
- Establish best practices, processes and measurement frameworks to continuously improve CRM effectiveness.
- Build relationships with external partners and technology platforms where required.
- Potentially build and develop a CRM team as the function evolves.
About You
- Proven experience leading CRM, lifecycle marketing or loyalty strategies within a high-growth consumer, beauty, fashion, retail or DTC environment.
- Strong understanding of customer retention, segmentation, personalisation and customer lifetime value.
- Experience managing large customer databases and delivering measurable commercial growth through CRM.
- A strategic thinker who can translate customer data into actionable insights and business opportunities.
- Commercially minded with experience influencing senior stakeholders and owning significant revenue-driving initiatives.
- Comfortable operating in a fast-paced, entrepreneurial environment where you can build, test and innovate.
- A passionate CRM leader who wants autonomy, ownership and the opportunity to create something exceptional.
The Opportunity
This is not a role to simply maintain existing CRM activity, it is an opportunity to build and define the future of customer engagement for a rapidly scaling beauty brand.
You will have the autonomy, visibility and resources to make CRM a true growth engine for the business.
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Head of Loyalty, Lifecycle & CRM in London employer: Quest Search and Selection
At Quest Search and Selection, we pride ourselves on being an exceptional employer that fosters a dynamic work culture focused on innovation and collaboration. Our commitment to employee growth is evident through tailored development programmes and opportunities to lead impactful projects in the thriving beauty sector across EMEA. Join us in a vibrant location where your contributions will directly influence our global ecommerce strategies and drive meaningful results.
Contact Details:
Quest Search and Selection Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Head of Loyalty, Lifecycle & CRM in London
✨Show Your Creative Side
In marketing communications, standing out is key. Get creative with your application! Consider designing a mini-campaign or pitch that highlights your skills and understanding of the brand. Tailor it for Quest Search and Selection and show them what you can bring to the table.
✨Engage in Marketing Communities
Get involved in local or online marketing communications groups. Check out platforms like Meetup for events and workshops. Networking here can lead to hidden job openings and valuable insights into the industry trends—this is where we often discover what companies like Quest Search and Selection are looking for.
✨Leverage Social Media
Use platforms like LinkedIn and Twitter to showcase your passion for marketing communications. Share insights, articles, and your own content that resonates with the industry. Tagging or interacting with Quest Search and Selection on these platforms can catch the eye of recruiters and show you're genuinely interested in them.
✨Attend Industry Events
Keep an eye out for marketing conferences and workshops. These are great places to meet potential employers face-to-face and make connections that could land you a full-time role at Quest Search and Selection. Bring your business cards and be prepared to chat about how you can contribute!
We think you need these skills to ace Head of Loyalty, Lifecycle & CRM in London
Some tips for your application 🫡
Craft an Impactful Cover Letter:Your cover letter is your chance to shine! Focus on your passion for marketing communications and how your previous experiences can benefit Quest Search and Selection. Make sure to mention specific campaigns or projects you’ve worked on that showcase your creativity and strategic thinking.
Showcase Your Writing Skills:As you're diving into a marketing communications role, your writing ability is crucial. Include samples of your work, like blog posts, press releases, or social media campaigns in your application. This lets us see your style and how you engage with different audiences.
Tailor Your CV to Marketing:Your CV should highlight relevant marketing skills and experiences! Include specific tools or platforms you’ve used, like Google Analytics or social media management software. Mention any certifications or workshops related to marketing that you've completed – they can give you an edge!
Demonstrate Your Understanding of Quest Search and Selection:Show us that you’ve done your homework! In your application, briefly mention what you admire about Quest Search and Selection’s marketing approach or any recent campaigns that caught your attention. This can reveal your enthusiasm for the role and your genuine interest in joining our team!
How to prepare for a job interview at Quest Search and Selection
✨Showcase Your Creative Campaigns
Get ready to flaunt your portfolio! Include examples of previous marketing campaigns you've worked on, especially those that showcase your creativity and strategy. Recruiters at Quest Search and Selection will be keen to see how you conceptualise and execute campaigns, so highlight any measurable outcomes to back up your claims.
✨Know Your Digital Tools Inside Out
If you’re heading into a marketing-communications role, make sure you're comfortable discussing key digital marketing tools like Google Analytics, HubSpot, or Hootsuite. Expect some technical questions about how you've used these tools in the past, as they'll want to gauge your hands-on experience and how you analyse data to drive marketing decisions.
✨Be Ready for Scenario-Based Questions
At Quest Search and Selection, they may throw some scenario-based questions your way, aimed at testing your problem-solving skills in real-life marketing situations. Think through potential challenges you’ve faced, how you navigated them, and be prepared to discuss your thought process and outcome.
✨Demonstrate Your Passion for Marketing
As you’re applying for a full-time position, show that you're not just looking for a job, but a career in marketing. Talk about the latest trends in marketing communications, your favourite campaigns, and why they inspire you. Your enthusiasm can really make you stand out and demonstrate that you’re committed to growing within the field.
