Head of CRM, Growth & Retention

Head of CRM, Growth & Retention

Vauxhall

We have an exciting opportunity for a Head of CRM, Growth & Retention to join our team. This role will shape Zapp’s CRM and Loyalty strategy, driving retention, customer lifetime value and brand advocacy. You will also have the ability to work directly with our Founder!

Zapp is London’s leading premium convenience retail platform. Founded in 2020, our vision is to disrupt the multi-trillion dollar convenience retail market, currently dominated by major players, by developing best-in-class customer-centric technology and fulfilment solutions. Zapp partners with some of the world’s leading brands to deliver an exclusive range of hand-picked products 24 / 7, delivered in minutes.

Here’s What You’d Be Doing

• Lead the CRM function, driving customer retention, repeat purchases, lifetime value, and loyalty.
• Set the vision for leveraging data to deliver a personalised customer experience.
• Collaborate with our Senior Brand Marketing Manager to ensure CRM communications align with Zapp’s brand identity.
• Break down the marketing strategy into clear objectives for the team and curate the CRM marketing calendar, working closely with Supply, Partnerships, and Commercial teams.
• Define key customer lifecycle KPIs to continuously optimise based on performance.
• Design, execute, and present quarterly customer engagement surveys, gathering insights to refine strategy and improve the customer experience. Coordinate regular focus group sessions with top customers to gather valuable feedback to be shared with the core stakeholders.

What We’re Looking For