Head of Customer Retention & Engagement
Shape the Future of Customer Engagement Through Data, Technology & Automation
We are partnering with an innovative, high-growth consumer business seeking a Head of Customer Retention & Engagement to lead the strategy, technology, and execution behind customer lifecycle marketing, CRM, loyalty, and retention initiatives.
This is a highly visible leadership role for a commercially focused customer engagement expert who thrives at the intersection of customer data, marketing technology, automation, analytics, and customer experience. You will own the end-to-end customer engagement ecosystem, leveraging data-driven insights and modern MarTech platforms to deliver highly personalised experiences that drive retention, customer lifetime value, and advocacy.
The Opportunity
As Head of Customer Retention & Engagement, you will be responsible for designing and scaling a sophisticated customer engagement framework across multiple digital channels. Working closely with executive stakeholders, marketing, product, data, and technology teams, you will develop and execute strategies that maximise customer value through segmentation, automation, experimentation, and predictive analytics.
This role offers the opportunity to build and lead a high-performing team while driving the evolution of customer engagement capabilities across a rapidly growing organisation.
Key Responsibilities
Customer Retention Strategy & Leadership
- Define and execute the enterprise customer retention and engagement strategy.
- Develop initiatives that improve loyalty, repeat purchasing, customer lifetime value, and advocacy.
- Lead, mentor, and develop a customer engagement and CRM team.
- Partner with senior leadership to align customer experience initiatives with wider business objectives.
CRM, Personalisation & Customer Journey Optimisation
- Design and implement sophisticated segmentation and personalisation frameworks.
- Build and optimise automated customer journeys across multiple touchpoints.
- Develop onboarding, engagement, loyalty, win-back, and referral programmes.
- Enhance customer communications through behavioural and lifecycle-driven targeting.
Marketing Technology & Automation
- Own and optimise the customer engagement technology stack.
- Evaluate and implement CRM, CDP, loyalty, and marketing automation solutions.
- Drive automation, operational efficiency, and scalable customer engagement processes.
- Identify opportunities to leverage AI, predictive modelling, and emerging technologies.
Data, Analytics & Experimentation
- Build advanced reporting frameworks and customer performance dashboards.
- Analyse customer behaviour, retention trends, and engagement metrics.
- Lead experimentation programmes including A/B testing and optimisation initiatives.
- Translate complex customer insights into strategic recommendations for executive stakeholders.
What We're Looking For
Essential Experience
- 8+ years' experience in CRM, Customer Engagement, Retention Marketing, Lifecycle Marketing, or Customer Marketing leadership roles.
- Strong experience operating within a consumer-facing, B2C, eCommerce, subscription, or digital-first environment.
- Demonstrated success improving customer retention, engagement, and lifetime value metrics.
- Deep expertise in customer segmentation, personalisation, lifecycle marketing, and customer journey orchestration.
- Experience managing marketing automation platforms and customer data-driven engagement programmes.
- Proven leadership experience with cross-functional stakeholder management.
Technical Expertise
Experience across several of the following areas:
- CRM Strategy & Customer Lifecycle Management
- Marketing Automation Platforms
- Customer Data Platforms (CDP)
- Customer Analytics & Reporting
- Customer Journey Mapping
- Audience Segmentation
- Personalisation Engines
- Retention & Loyalty Programmes
- A/B Testing & Experimentation Frameworks
- Predictive Analytics & Customer Insights
- Marketing Technology Integration
- Data-Led Decision Making
Why Join?
- Lead a critical customer growth function within a rapidly scaling organisation.
- Influence customer engagement strategy at executive level.
- Work with modern marketing technology, customer data platforms, and automation solutions.
- Build and shape a high-performing customer engagement team.
- Fully remote position within Ireland.
- Competitive salary and comprehensive benefits package.
If you're passionate about combining customer data, marketing technology, automation, and analytics to create exceptional customer experiences and drive long-term growth, we'd love to hear from you.
GCS is acting as an Employment Agency in relation to this vacancy.
Head of Customer Retention & Engagement
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