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About the Role
As Head of Customer, you will lead the evolution of how Carwow engages with customers, transitioning from basic lifecycle CRM to intelligent, autonomous customer relationships. You will operate at the intersection of data, AI, and commercial strategy, with the goal of building a novel system within the automotive industry. This is a builder role where you will define practical agentic CRM, reporting directly to the Brand and Customer Director and leading a global team.
Responsibilities
- Own the end-to-end customer strategy: lifecycle, retention, reactivation, and the definition of our highest-value customer segments
- Lead and scale a global CRM team, setting the standard for how we use data, automation, and personalisation at scale
- Pioneer agentic CRM at Carwow, designing and deploying AI-powered, autonomous customer engagement that acts on signals in real time
- Draw on best practices from consumer tech and fintech businesses regarding predictive personalisation, proactive communication, and AI-led service, and translate that into a marketplace context
- Turn customer insight into commercial outcomes by identifying and capturing opportunities to increase lifetime value
- Partner with Product, Data, and Brand teams to embed customer thinking into product development and communication strategies
- Drive accountability around key customer metrics: NPS, CSAT, retention, and repeat purchase
- Act as a credible executive voice, advocating for customer investment in commercial terms and shaping Carwow into a customer-led business
Requirements
- 8+ years of experience in customer, CRM, or lifecycle marketing roles, with a track record of progressive seniority and commercial impact
- Deep CRM and customer specialism, with experience building and running sophisticated lifecycle programs with meaningful automation and personalisation at scale
- A clear point of view on agentic AI and customer engagement, with experience building in this space or a strong thesis for how to
- Marketplace or platform background, with an understanding of multi-sided business dynamics and the complexity of serving buyers, sellers, and partners simultaneously
- Commercial sharpness, with a focus on revenue and lifetime value
- Entrepreneurial instinct, with experience building things from scratch
- Global team leadership experience, with a track record of creating alignment across distributed teams and markets
- Experience in fintech, consumer tech, or high-consideration categories where trust and timing are critical
- Exposure to businesses navigating significant AI adoption
Skills
- Customer Strategy
- Lifecycle Marketing
- Retention Marketing
- Reactivation Marketing
- Customer Segmentation
- CRM
- Data Analysis
- Automation
- Personalisation
- AI
- Agentic CRM
- Predictive Personalisation
- Proactive Communication
- Commercial Acumen
- Lifetime Value Analysis
- Team Leadership
- Cross-functional Collaboration
- Product Development
- Brand Strategy
- Metrics-driven Approach
- Executive Communication
Location
- Global
Work Type
- Full-time
- Hybrid
- Remote
Experience Level
- Senior
- Head of
Salary/Compensations
- Competitive salary + commission
Benefits
- Company share options
- Enhanced holiday package
- 28 annual leave days
- 1 day for your wedding
- 1 day off when you move house
- 30 days of annual leave per year after third year anniversary
- 35 days of annual leave per year after tenth year anniversary
- Option to buy 3 extra days of holiday per year
- Pension scheme via Royal London
- Vitality Private Healthcare
- Life Assurance
- Monthly coaching sessions with Spill
- Work from abroad for a month
- Inclusive parental, partner and shared parental leave
- Fertility treatment policies
- Pregnancy loss policies
- Bubble childcare support
- Discounted nanny fees
- Latest tech (Macbook or Surface)
- Up to £500/€550 home office allowance
- Generous learning and development budget
- Regular social events
About the Company
- Carwow is the car-changing marketplace for life-changing moments, where people buy, sell, and explore cars with confidence.
- With 11M+ YouTube subscribers, 6,000+ dealer partners, and a growing global footprint, Carwow is building something different in the automotive industry.
- The company's mission is to be the go-to destination for every car change, driven by customer centricity.
Equal Opportunity
- Diversity and inclusion is an integral part of our culture. We know that diverse teams are strong teams, so we welcome those with alternative identities, backgrounds, and experiences to apply for this position. We make recruiting decisions based on experience, skills and potential, so all our applicants are treated fairly and equally.