Global Head of Retention

Global Head of Retention | Hybrid | Up to £90-120k + Great Benefits

Central London | Luxury Lifestyle Brand (Omnichannel)
Represented exclusively by Zachary Daniels Retail Recruitment

(Please apply and don't approach the consultants direct as it is P&C and NDAs need to be signed first)

Zachary Daniels are proud to be partnering with an iconic and fast-growing luxury lifestyle brand on the appointment of their very first Global Head of Retention; a brand-new role at the heart of their global digital strategy.

This is a career-defining opportunity to build and shape the retention, loyalty, and CRM function from the ground up for a brand with incredible momentum and ambitious growth plans.

The business is excited about the potential this role brings; recognising that customer retention, loyalty, and engagement will be a key pillar of their continued success. They're looking for someone who can bring the perfect blend of strategic leadership and hands-on delivery to truly own and evolve this space.

The Opportunity:

As Global Head of Retention, you'll lead the global CRM, email, SMS, and loyalty ecosystem; ensuring every interaction is thoughtful, data-led, and perfectly on-brand.

You'll develop the overarching retention strategy while remaining close to the detail, combining strategic direction with the ability to execute, analyse, and continuously optimise.

This is a chance to build something from day one; to define what retention excellence looks like for a brand that's already loved globally but has huge untapped potential in the digital space.

Your day to day:

• Design and deliver a global retention and CRM strategy across email, SMS, and loyalty that enhances customer engagement and lifetime value.
• Own the entire customer lifecycle, from onboarding and nurture to reactivation and loyalty engagement.
• Collaborate cross-functionally with eCommerce, Creative, Growth, and Data teams to create seamless, insight-driven customer experiences.
• Lead innovation in loyalty and rewards, evolving programs that reflect the brand's luxury positioning and drive advocacy.
• Balance big-picture strategy with hands-on execution, ensuring world-class delivery and measurable results.
• Inspire and develop a talented retention and CRM team, nurturing a culture of creativity, agility, and performance.

Experience Needed:

• Proven Senior experience as a Global Head of Retention, Head of CRM, or Senior Retention Lead within luxury or premium DTC environments.
• A unique blend of big-brand sophistication and smaller-brand agility; bringing structure, pace, and entrepreneurial energy.
• Deep understanding of luxury audiences, with an appreciation for tone, personalisation, and brand storytelling.
• 9+ years' experience in CRM, lifecycle or retention marketing, ideally across multiple global markets.
• Hands-on expertise with email and SMS platforms (Shopify and Bloomreach experience highly regarded).
• Experience building and scaling loyalty and rewards programs that drive repeat purchase and advocacy.
• A strategic leader who's equally comfortable rolling up their sleeves, with strong analytical and creative instincts.
• A passion for innovation and a test-and-learn mindset that thrives in a high-growth, performance-driven culture.

This is a brand-new, high-impact position; a chance to define and own a pivotal function for a brand in an exciting phase of global expansion.

As Global Head of Retention, you'll have the autonomy, visibility, and support to make a tangible difference. You'll be joining a brand that is investing heavily in digital growth, and is genuinely excited about the transformative potential this role will unlock.

If you're ready to build, lead, and leave your mark, this is the perfect stage!

Please apply today!

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