With over a decade of industry presence, this brand has grown to hundreds of locations across the UK and supports a community of close to one million members. They’ve built a strong reputation for combining commercial ambition with a genuinely people-first culture, with CRM playing a central role in how members are engaged and retained.

This is a senior role that blends strategic ownership with hands-on leadership. You’ll own the end-to-end CRM strategy across lifecycle, retention, service, and commercial communications, while staying close to execution and delivery.

You’ll lead and develop a high-performing CRM team, take ownership of platform capability and governance, and partner closely with Product, Data, Analytics, and Commercial teams to deliver a joined-up, member-first experience that drives long-term commercial value.

Key attributes of the suitable Head of CRM include:

• Strategic owner who stays close to delivery – You’re comfortable setting the long-term CRM vision, but you also enjoy being hands-on when it matters — guiding execution, unblocking issues, and ensuring high standards across day-to-day delivery.
• Commercially minded CRM leader – You understand how CRM drives revenue, retention and lifetime value, and you’re confident partnering with senior stakeholders to turn customer insight into measurable commercial impact.
• People-first leader with strong operational grip – You know how to build, mentor and motivate high-performing teams, while also owning platform stability, governance and best practice in a fast-paced, consumer-focused environment.