Head of Customer

ABOUT CARWOWCarwow 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 ROLEAs 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 DOOwn the end-to-end customer strategy: lifecycle, retention, reactivation, and the definition of our highest-value customer segmentsLead and scale a global CRM team, setting the standard for how we use data, automation, and personalisation at scalePioneer agentic CRM at Carwow, designing and deploying AI-powered, autonomous customer engagement that acts on signals in real time, not in the next campaign cycleDraw 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 contextTurn customer insight into commercial outcomes: identify where lifetime value is being left on the table and build the systems to capture itPartner with Product, Data, and Brand to embed customer thinking into how Carwow builds, not just how it communicatesLive by the metrics that matter: NPS, CSAT, retention, repeat purchase, driving a culture of accountability around themBe 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 businessWHAT WE'RE LOOKING FOREssential8+ years of experience in customer, CRM, or lifecycle marketing roles, with a track record of progressive seniority and commercial impactDeep CRM and customer specialism, having built and run sophisticated lifecycle programmes with meaningful automation and personalisation at scaleA 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 toMarketplace 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 centricityCommercial sharpness. You think in revenue and lifetime value, not open ratesEntrepreneurial instinct. You've built things from scratch, not just inherited and optimisedGlobal team leadership, with a track record of creating alignment across distributed teams and marketsDesirableExperience in fintech, consumer tech, or high-consideration categories where trust and timing are everythingExposure to businesses navigating a step-change in AI adoption, where the question isn't whether to use it, but how fast and how wellWHAT THIS ISN'TA 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.BENEFITSCompetitive salary + commissionCompany share optionsEnhanced holiday package28 annual leave days1 day for your wedding1 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 yearFor your tenth year anniversary, get 35 days of annual leave per yearOption to buy 3 extra days of holiday per yearPension scheme via Royal LondonVitality Private HealthcareLife Assurance for (even more) peace of mindMonthly coaching sessions with Spill - our mental wellbeing partnerWork from abroad for a monthInclusive parental, partner and shared parental leave, fertility treatment and pregnancy loss policiesBubble childcare support and discounted nanny fees for little onesThe latest tech (Macbook or Surface) to power your gif-sending talentsUp to 500/550 home office allowance for that massage chair you’ve been talking aboutGenerous learning and development budget to help you master your craftRegular social events: tech lunches, coffee with the exec sessions, lunch 8 learns, book clubs, social events/anything else you pester us forDiversity 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.LocationLondonEmployment TypeFull timeDepartmentCustomer, Marketing & Media