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Salary: £100,000–£115,000 per year
Bonus: Up to 30%
Location: Milton Keynes
Working arrangement: Hybrid – minimum 1 day per week in the office
About the opportunity
Via is partnering with a leading UK consumer brand looking for a Head of CRM, Loyalty & Digital Experience to lead its customer engagement, retention and digital strategy.
You'll shape how customers interact with the brand across digital channels, using personalisation, loyalty programmes and data-driven innovation to increase engagement, order frequency and revenue.
This is a senior leadership role with responsibility for strategy, commercial performance, digital innovation and developing high-performing teams.
What you'll be doing
- Lead CRM, loyalty and digital experience strategies to improve customer retention, engagement and lifetime value
- Deliver personalised customer journeys across email, app, web, SMS and other channels
- Develop and optimise loyalty programmes, customer segmentation and marketing automation
- Own the digital experience roadmap, improving customer journeys and conversion rates
- Use customer insights, analytics and A/B testing to identify growth opportunities
- Drive innovation through AI, machine learning and personalisation technologies
- Partner with Marketing, IT, Digital and commercial teams to deliver strategic initiatives
- Manage CRM technology, external agencies and technology partners
- Build and lead multidisciplinary teams, setting clear objectives and performance targets
- Influence senior leadership and franchise stakeholders on customer experience priorities
What we're looking for
- 10+ years of experience across CRM, loyalty, digital experience or customer engagement
- Proven leadership experience developing CRM and loyalty strategies
- Strong understanding of customer retention, lifecycle marketing and personalisation
- Experience managing omnichannel customer engagement across digital platforms
- Commercial focus with experience improving customer lifetime value, conversion and revenue
- Strong knowledge of CRM, loyalty and marketing automation technologies
- Experience using analytics, customer insights and experimentation to improve performance
- Proven ability to lead teams and influence senior stakeholders
- Experience collaborating with Marketing, Product, Technology and commercial teams
- Strong strategic thinking with a hands‑on approach to delivery
Experience within retail, eCommerce, hospitality, food delivery, travel or other consumer-facing businesses would be particularly relevant.
Useful additional experience
- Mobile app engagement and retention
- Franchise or multi-site businesses
Why apply?
- £100,000–£115,000 salary plus up to 30% bonus
- Hybrid working – minimum 1 office day per week
- Pension and life insurance
- Medical and dental cover
- Significant ownership of CRM, loyalty and digital strategy
- Opportunity to drive innovation within a major consumer brand
If you're an experienced CRM and loyalty leader with a strong commercial mindset and a passion for improving digital customer experiences, we'd love to hear from you.
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Head of CRM & Loyalty in Milton Keynes employer: Via
At Via, we pride ourselves on being an exceptional employer that fosters a dynamic work culture focused on innovation and collaboration. Our Northern Europe Strategic Partnerships Lead will enjoy ample opportunities for professional growth while working in a vibrant environment that values strategic thinking and execution. With competitive benefits and the chance to make a meaningful impact in transforming transportation, Via is the ideal place for those looking to advance their careers in a forward-thinking company.
