Head of CRM New Manchester, England, United Kingdom

About us

We are one of the top three automotive retailers in the UK, proudly representing 32 manufacturer brands, selling a huge range of new and used vehicles from over 150 dealerships across the UK and Ireland.

We believe our people are our greatest asset, and we're committed to recognising the valuable contribution each person makes. That's why we continue to invest in a leading rewards and benefits package designed to support your career, wellbeing, and life outside of work.

Head of CRM

Hybrid - with travel as required
Salary - Competitive
Contract: Permanent, Full-Time

About the Role

Lookers is embarking on an exciting period of transformation, and we're looking for an experienced Head of CRM to lead the development of our customer relationship strategy across the Group. This is a high-impact role responsible for shaping how we understand, engage and retain our customers throughout the full lifecycle, driving loyalty, satisfaction and long term value.

As Head of CRM, you will own the CRM vision, roadmap and performance, ensuring data, insight and technology come together to deliver personalised, seamless customer experiences. You'll work closely with the wider Marketing team and operational leadership teams to embed CRM excellence across the business.

Key Responsibilities

• Lead the development and delivery of a Group wide CRM strategy aligned with commercial and customer objectives.
• Oversee segmentation, targeting, customer journeys and lifecycle programmes to increase engagement and retention.
• Use customer insight, behavioural data and analytics to drive action and optimise campaign performance.
• Collaborate with data and technology stakeholders to ensure strong CRM foundations are established and continuously managed.
• Ensure strong compliance management and understanding across the team working in partnership with data and legal stakeholders.
• Lead the transformation and development of best in class CRM tooling and automation to enable a seamless customer contact journey.
• Partner with cross functional teams to embed CRM thinking into sales, aftersales, and digital experience.
• Lead, inspire and develop a high-performing CRM team.
• Drive continuous improvement through testing, innovation and personalisation.

About You

• Significant experience in CRM leadership within a customer-focused, multi channel environment.
• Experience leading CRM strategies in a complex, multi-brand retail business
• Strong track record in lifecycle management, segmentation and CRM-led commercial performance.
• Data-driven mindset with deep understanding of insight, analytics, and customer behaviour.
• Experienced in CRM technology and marketing automation platforms.
• Excellent stakeholder management, communication and leadership skills.
• Highly collaborative, strategic, and comfortable operating at pace.

Core Benefits

• Competitive salaries with structured pay scales and progression as you grow within the business
• Generous annual leave that increases with your length of service
• Enhanced family leave, including 6 months' full pay for maternity and adoption leave, and 2 weeks' full pay for paternity leave
• Access to Techscheme for discounted technology purchases with flexible payments
• Eyecare vouchers to help cover vision care needs
• Smart Health - 24/7 access to GP services to support your mental and physical wellbeing
• Dental insurance for everyday dental care and unexpected treatments
• Optional critical illness cover for peace of mind during life's most challenging moments

Financial Wellbeing

• MyView PayNow - access a portion of your pay as you earn, with features to stream, save, and track your money through a user-friendly app
• Free will writing services to help plan for the future
• Flexible life assurance options and partner life assurance for added protection
• Discounted gym memberships to support an active lifestyle
• Travel insurance to help you explore with confidence
• Access to home and technology vouchers
• bYond card and a wide range of exclusive retail and lifestyle discounts

We strongly believe in nurturing and providing our people with specific manufacturer brand and management training to enhance career development opportunities. We have a great bunch of people, and we like to celebrate and encourage success at all levels.

Lookers and Charles Hurst are an equal opportunities employer. We are committed to a working environment that is free from discrimination, is inclusive, and empowers our people to bring their whole self to work and reach their full potential.

If your application is successful, we will conduct relevant employment checks prior to you commencing employment with us. These will include verifying your recent employment, address, credit history and a standard criminal record check. For roles that require you to drive, a driving licence check will also be carried out. Please note, all offers of employment are made subject to a 6 month probation period commencing from your start date.

We take our data protection responsibilities very seriously and are committed to upholding and respecting your privacy rights. Information about how we will process your data including the types of data we collect, the purposes for which we use it, who we may share it with and how long we keep it are set out in our privacy notice. It also includes information about your individual privacy rights. Please make sure you read our Privacy Notice so that you understand how we may collect and use your data.