We have a core belief that our toxic, sedentary lifestyles are making humans, and the planet, sick. So, we’re on a mission to change it. To help us keep the mission on track we’re looking for a Head of CRM & CX to lead the charge in creating meaningful, long-term customer value through connected experiences – from personalised, data-led CRM and loyalty programs to a world-class, in-house customer service operation.

Here's what you’ll be doing:

We’re looking for a strategic, values-driven Head of CRM & CX to help us deepen our relationships with our global community. You’ll lead the charge in creating meaningful, long-term customer value through connected experiences – from personalised, data-led CRM and loyalty programs, to best-in-class customer experience.

This is a senior leadership role that blends commercial rigour with human empathy. You’ll inspire a multi-disciplinary team across CRM, Loyalty and CX – building systems, journeys and connections that deliver measurable impact and reflect our mission to reconnect people with nature, starting with feet.

• Strategic Vision & Leadership

· Define and deliver the global customer strategy that integrates CRM, Loyalty, Customer and Experience into one seamless customer journey – grounded in data, driven by empathy.

· Champion a customer-first culture across the organisation, influencing senior stakeholders to prioritise long-term relationships over short-term transactions.

· Set and own performance KPIs for retention, engagement, and customer lifetime value (CLTV).

• CRM & Personalisation

· Oversee global CRM strategies that nurture loyalty, increase repeat purchase rates and grow CLTV across all markets.

· Drive personalisation at scale through automation, smart segmentation and data-led customer journeys (email, SMS, on site and beyond).

· Own the CRM tech stack, engaging with in-house tech and analytics stakeholders to deliver customer data centralisation and onboard Customer Data Platform partners.

· Serve as the company’s internal CRM system & customer data expert, communicating & delivering technical requirements for CRM features, data integrations, and platform enhancements.

• Loyalty & Community Programmes

· Own the global loyalty programme strategy and execution, creating rewarding, authentic ways for customers to engage and re-engage with the brand.

· Work with the Loyalty specialist to continuously improve programme design using community feedback, behavioural data, and cross-functional internal requests.

Customer Experience (CX) Strategy

· Oversee the CX specialist to map, monitor and optimise the end-to-end customer journey – from discovery through to purchase, delivery and post-purchase care.

· Identify pain points and opportunities to surprise, delight, and retain customers, turning CX insights into impactful actions across the business.

· Liaise with key stakeholders in CRM, CS, eCommerce and Market Research to ensure a seamless customer journey is delivered end-to-end.

• Cross-Functional Collaboration

· Work closely with Brand, Product, Ecomm, Tech, Creative, and Marketing leads to ensure a unified, high-impact customer experience across all touchpoints.

· Align CRM and CX strategies with annual business strategies, monthly product launches, on-going brand storytelling, and ad-hoc partnerships.

• Team Leadership & Culture

· Inspire, mentor and develop a growing team across CRM and CX – building a culture of creativity, resilience, curiosity and care.

· Foster psychological safety, ownership, and a strong sense of purpose in everything the team does.

• Budget Management

· Own and manage budgets across CRM, CX and Loyalty functions, including right-sizing of contracts and renewals.

· Lead relationships with key CRM and CX vendors and tech partners, exploring innovation opportunities that ladder up into the business growth trajectory.

· Advocate and align on internal team resourcing requirements, to future proof the success of CRM and CX functions.

What we're looking for in you:

· 8+ years’ experience in CRM / customer lifecycle marketing, in D2C e-commerce or retail brand.

· Are a strategic and empathetic leader with proven experience across CRM, Customer Experience and Loyalty.

· Have led global or multi-market CRM for a digital-first consumer brand – ideally in DTC, retail, wellness, or lifestyle sectors.

· Are fluent in data, but never lose sight of the human on the other end of the email/chat/order.

· Understand how to implement and scale omnichannel personalisation, loyalty and community connection in high-growth environments.

· Experienced in building scalable, modular customer journey systems across multi-brand/multi-market structures.

· Revel in analytical data only to translate insight into action and inspire all levels of stakeholders.

· Know how to lead and inspire teams through change – with humility, integrity, and a sense of humour.

· Are excited by Vivobarefoot’s mission and want your work to contribute to something bigger than commerce.

Things that are good to know about us:

We have some brilliant benefits (full list can be found on our careers site)

We work on a relaxed hybrid and our Nature HQ based in Barley Wood just outside of Bristol is a place where dreams come true (barefoot ones), we are surrounded by nature, apples orchards and vegetables growing.  We have wonderful communal spaces for collaborative work and run shuttles from Bristol train station to help if you're coming from further afield as well as a beautiful house that has overnight accommodation options when needed...........we also have a coffee machine (like a really good one!).

If this is all getting you excited to talk to us and take a step toward your potential new future then get applying!