Head of CRM

Job Description

Contract:
Fixed Term/Secondment - Up to 12 Months

Closing date:
Tuesday 3rd March

Recruitment Partner:
Shannon Linton

Join us as Head of CRM for a high-impact 12-month fixed-term role, leading the strategy and evolution of customer engagement for one of the UK's most loved brands. Based in our Nottingham office, this is a rare opportunity to shape the future of CRM for the largest health & beauty customer databases in the country and drive measurable commercial growth from day one.

As Head of CRM, you'll lead a high‑performing in‑house team to shape the next chapter of customer engagement at Boots, uniting physical and digital journeys through smarter, more efficient and more effective CRM. You'll oversee all 1:1 communications across email, app, loyalty promotions and direct marketing, while driving future‑facing strategies that unlock automation, personalisation at scale and new ways of working.

Managing five direct reports (team of 35) and reporting into the Customer Marketing Director, you'll play a pivotal role in transforming how we use data, technology and insight to connect with customers in the moments that matter and grow lifetime value.

• Deliver the CRM vision, leading Lifecycle CRM Managers across Health, Beauty, No7 Beauty Company and Personalised Promotions, driving the shift from product‑first to customer‑first engagement and fostering a culture of innovation, accountability and collaboration.
• Develop and optimise the customer contact strategy, using data, technology and automation to deliver efficient, effective and hyper‑personalised omnichannel experiences that connect physical and digital journeys.
• Work cross‑functionally with Brand Marketing, Data Science, Orchestration, Digital and Commercial teams to deliver integrated, insight‑led customer journeys that nurture customers through their lifecycle and maximise lifetime value.
• Set KPIs and lead performance analysis to drive incremental sales across owned channels, improve channel effectiveness and continuously evolve CRM capability.

• Proven ability to manage and develop a high‑performing team, creating clarity, supporting growth and enabling people to use their strengths.
• Strong experience leading CRM or lifecycle marketing in a large, data‑rich organisation, with a track record of delivering measurable customer and commercial outcomes
• Strong stakeholder management skills, with the ability to influence peers and senior management
• Comfortable working with data, commercials and analytics to shape decisions, execute plans and measure impact.
• Confidence partnering with data, analytics and technology teams to improve targeting, shape customer journeys and unlock automation.
• Clear communication skills and a collaborative mindset, with a willingness to get involved and help the team succeed.

• Comfortable leading through change, bringing people with you and keeping teams focused during periods of transformation.
• Experience working with large‑scale loyalty programmes or customer databases.
• Familiarity with advanced Mar Tech platforms, customer journey orchestration tools or marketing automation systems.
• Background in retail, health & beauty, or another fast‑paced consumer environment.
• Experience joining up online and in‑store customer journeys to improve engagement and conversion.
• Confidence shaping test‑and‑learn frameworks or building new CRM capabilities.
• Understanding of personalisation models, segmentation approaches or predictive analytics.
• A calm, steady presence who can make clear decisions and support the team when priorities shift.

• Boots Retirement Savings Plan
• Discretionary annual bonus
• Generous employee discounts
• Enhanced maternity/paternity/adoption leave pay and gift card for anyone expecting or adopting a child
• Flexible benefits scheme including option to buy additional holiday, discounted gym membership, life assurance, activity passes and much more.
• Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.

There's lots more in our benefits and…