Overview

Join to apply for the Head of Customer Strategy role at Premier Inn.

This range is provided by Premier Inn. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Location: Holborn, Central London or Dunstable, Bedfordshire — 3 days per week, with 2 days from home or another location

Base pay range

Salary: £110,000 - £120,000 depending on skills and experience + car allowance + up to 50% bonus + healthcare + bens

Be the heartbeat of Premier Inn’s future guest experience.

What you’ll be doing

• Lead Customer Strategy: Develop and execute customer-centric strategies that align with our brand vision and business goals.
• Shape the Proposition: Own and evolve the Premier Inn customer proposition, using insight and innovation to deliver value and delight.
• Drive Change: Collaborate across marketing, operations, digital and tech to embed customer obsession into everything we do.
• Tell the Story: Use data and insight to craft compelling narratives that influence senior stakeholders and shape business cases.
• Build Loyalty: Design programmes and offerings that drive retention and repeat visits.
• Innovate with Purpose: Balance creativity with commercial acumen, ensuring excellence where it matters and efficiency where it counts.

What we’re looking for

• A strategic thinker with a passion for customer experience and innovation.
• Strong analytical skills and the ability to turn insight into action.
• A natural storyteller who can influence and inspire across all levels.
• Experience in consumer businesses, ideally with multi-site and digital exposure.
• Proven track record of leading cross-functional initiatives and delivering measurable impact.
• Someone who thrives in ambiguity and is excited to shape a new role and new ways of working.

This is more than a job — it’s a chance to shape the future of one of the UK’s most loved hospitality brands. You’ll have the freedom to innovate, the support to succeed and the opportunity to make a real difference.

We are proud to have been recognised as a Top Employer for 14 consecutive years and to have received other industry recognitions for inclusion and apprenticeship standards.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Strategic Leadership; Customer Experience

Industries: Hospitality, Hotels and Motels, Travel Arrangements