At a Glance
- Tasks: Lead a team to enhance customer engagement and retention strategies.
- Company: Expanding consumer healthcare business focused on digital services and specialist care.
- Benefits: Competitive salary, remote work flexibility, and opportunities for professional growth.
- Other info: Collaborative culture with a focus on innovative solutions and customer satisfaction.
- Why this job: Make a real impact on customer relationships in a dynamic healthcare environment.
- Qualifications: Experience in CRM and lifecycle marketing, with strong leadership skills.
The predicted salary is between 59400 - 72600 £ per year.
We're partnering with an expanding consumer healthcare business to appoint a Head of CRM & Loyalty. The company combines digital services with specialist care and is investing in how it supports, communicates with and retains its customers. Reporting to the Marketing Director, you'll lead a small multidisciplinary team covering lifecycle marketing, customer experience, testing and content. You'll understand what encourages customers to engage, where they encounter problems and why they leave — then turn those findings into practical improvements.
What You'll Do
- Build a clear plan to improve onboarding, engagement and long-term retention
- Review and develop the membership offer, ensuring its benefits are valuable and clearly understood
- Create relevant communications at each stage of the customer relationship
- Identify early signs of disengagement and introduce appropriate support
- Improve online account journeys through research, testing and collaboration with design and technology colleagues
- Develop loyalty and referral initiatives
- Work with clinical, operational and customer service teams to keep communications accurate and timely
- Measure results and make clear recommendations on where to invest
What We're Looking For
- Proven experience leading CRM, retention or lifecycle marketing activity with demonstrable improvements delivered
- Experience working in a regulated industry, balancing commercial objectives with sector responsibilities
- Experience with subscriptions or membership propositions
- Strong knowledge of segmentation, automated communications and customer behaviour
- Confidence using data to improve engagement, reduce cancellations and grow customer lifetime value
- Experience managing and developing a specialist team
- The ability to bring colleagues from different departments together to solve customer problems
Head of Customer Relationship Management employer: Wearechemistry Ltd
Join a dynamic and rapidly growing consumer brand as the Chief Marketing Officer, where you'll have the unique opportunity to shape the marketing landscape at a crucial stage of the company's journey. With a strong emphasis on employee development and a collaborative work culture, this role offers not only competitive benefits but also the chance to lead a talented team in driving impactful marketing strategies. Located in a vibrant area, the company fosters innovation and creativity, making it an ideal environment for professionals seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Relationship Management
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Wearechemistry Ltd. 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 Wearechemistry Ltd 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 Relationship Management
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 Wearechemistry Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Wearechemistry Ltd 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 Wearechemistry Ltd!
How to prepare for a job interview at Wearechemistry Ltd
✨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.
