Head of Customer

Job description

ABOUT CARWOW Carwow is the car-changing marketplace for life-changing moments, the place people come to buy, sell and explore cars with total confidence. With 11M+ YouTube subscribers, 6,000+ dealer partners, and a growing global footprint, we're building something genuinely different in automotive. We are on a mission to be the go-to destination for every car change, for life, and customer centricity is how we get there. THE ROLE As Head of Customer, you'll lead the evolution of how Carwow engages with millions of car-changers, moving us from batch-and-blast lifecycle CRM to intelligent, autonomous customer relationships. You'll sit at the intersection of data, AI, and commercial strategy, with the mandate to build something the automotive industry hasn't seen before. You'll report directly to the Brand and Customer Director and lead a global team. This is a builder role at an inflection point, and the person who takes it will define what agentic CRM looks like in practice, not just in theory. The best customer businesses in the world don't just communicate with their customers, they anticipate them and build systems that learn, adapt, and act. That's the standard we're setting at Carwow, and this role is how we get there. WHAT YOU'LL DO - 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, not in the next campaign cycle - Draw on what the best consumer tech and fintech businesses have built around predictive personalisation, proactive communication, and AI-led service, and translate that ambition into a marketplace context - Turn customer insight into commercial outcomes: identify where lifetime value is being left on the table and build the systems to capture it - Partner with Product, Data, and Brand to embed customer thinking into how Carwow builds, not just how it communicates - Live by the metrics that matter: NPS, CSAT, retention, repeat purchase, driving a culture of accountability around them - Be a credible exec voice, making the case for customer investment in commercial terms and helping shape Carwow's trajectory towards becoming a genuinely customer-led business WHAT WE'RE LOOKING FOR ESSENTIAL - 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, having built and run sophisticated lifecycle programmes with meaningful automation and personalisation at scale - A clear point of view on agentic AI and customer engagement. You're not waiting to see how it plays out; you're already building in this space or have 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 and a passion for customer centricity - Commercial sharpness. You think in revenue and lifetime value, not open rates - Entrepreneurial instinct. You've built things from scratch, not just inherited and optimised - Global team leadership, with a track record of creating alignment across distributed teams and markets DESIRABLE - Experience in fintech, consumer tech, or high-consideration categories where trust and timing are everything - Exposure to businesses navigating a step-change in AI adoption, where the question isn't whether to use it, but how fast and how well WHAT THIS ISN'T A CRM manager with a fancy title. We're not looking for someone to run the email calendar. We're looking for someone who looks at what the most advanced customer businesses have done with AI and asks: what's our version of that? If that question excites you, keep reading. If it makes you nervous, this probably isn't the right fit. BENEFITS - Competitive salary + commission - Company share options - Enhanced holiday package - 28 annual leave days - 1 day for your wedding - 1 day off when you move house - because moving is hard enough without work! - For your third year anniversary, get 30 days of annual leave per year - For your tenth year anniversary, get 35 days of annual leave per year - Option to buy 3 extra days of holiday per year - Pension scheme via Royal London - Vitality Private Healthcare - Life Assurance for (even more) peace of mind - Monthly coaching sessions with Spill - our mental wellbeing partner - Work from abroad for a month - Inclusive parental, partner and shared parental leave, fertility treatment and pregnancy loss policies - Bubble childcare support and discounted nanny fees for little ones - The latest tech (Macbook or Surface) to power your gif-sending talents - Up to £500/€550 home office allowance for that massage chair you’ve been talking about - Generous learning and development budget to help you master your craft - Regular social events: tech lunches, coffee with the exec sessions, lunch 8 learns, book clubs, social events/anything else you pester us for 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.