Head of CRM & Customer Engagement (15M FTC)

Location: Solihull (Greater Birmingham area, hybrid — 3 days in office)

Job Type: Fixed-Term Contract (15 months)

This is an exciting opportunity to join a globally recognised lifestyle brand as their Head of Customer Engagement, leading strategy across CRM, personalisation, and customer lifecycle during a high-impact period of growth and engagement.

You’ll play a strategic, cross-functional role, shaping the global customer engagement strategy, driving retention and loyalty initiatives, and ensuring personalised, insight-led experiences across digital channels.

While you won’t be hands-on in every campaign execution, you’ll own the customer engagement narrative—analysing performance, leading optimisation, and working closely with internal teams to maximise customer lifetime value and engagement.

Key Responsibilities

• Lead the global CRM and customer engagement strategy, delivering personalised and data-driven experiences.
• Oversee segmentation, lifecycle journeys, and automation to maximise retention, loyalty, and CLTV.
• Collaborate with cross-functional teams to optimise MarTech tools and ensure customer data remains actionable.
• Analyse engagement, churn, and retention metrics to refine campaigns and lifecycle strategies.
• Lead, mentor, and develop a high-performing CRM and lifecycle marketing team.

Skills & Experience Required

• Extensive experience in senior CRM, customer lifecycle, or customer marketing strategy roles within DTC, retail, or CPG.
• Strong people leadership skills with experience building and mentoring high-performing teams.
• Proven ability to lead cross-functional projects, set clear strategic goals, and drive measurable impact.
• Expertise in segmentation, personalisation, automation, and customer journey optimisation.
• Commercially minded, with experience managing budgets and balancing short- and long-term growth.

Why Apply?

• High-impact, strategic role with global visibility
• Lead a talented, collaborative team across multiple regions
• Opportunity to shape engagement strategy during a pivotal period of growth

Contact

If you would like a confidential chat about this role or your next career move, then please get in contact with: coco.young@majorplayers.co.uk

About Major Players & Diversity

Major Players are the UK’s leading digital, marketing, and creative talent agency, and over the last 30 years we’ve consistently championed our people and communities. As a proud B Corp, we are committed to improving diversity, equity and inclusion within the industries we service, creating impactful and sustainable change for our partners, candidates and employees. We offer equal opportunities to all candidates regardless of race, religion, gender, sexuality, disability, age, and other protected status as required by applicable law.

For further information about our DE&I commitments, please visit: www.majorplayers.co.uk/diversity-equity-inclusion/

Seniority level

• Director

Employment type

• Contract

Job function

• Marketing

Industries

• Retail Apparel and Fashion