Carwow · London
MarketingCustomer, Marketing & MediaFullTimeposted 6w ago
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.
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
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
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
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.
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.