Head of Customer Value & Performance

Head of Customer Value and Performance

Barbican London Hybrid Working Permanent Full-Time
Competitive salary available depending on experience

37.5 hours per week

At Nuffield Health were committed to building a healthier nationcombining our expertise in fitness and wellbeing with our award-winning healthcare services. As the UKs largest healthcare charity we place our customers at the heart of everything we do continuously evolving how we engage support and inspire them to live healthier lives.

The Role

This is a rare opportunity to shape the future of customer growth as our Head of Customer Value & Performance. Youll lead a major transformationredefining how we engage customers across the entire lifecycle through data-led decision-driven journeys that deliver real commercial impact.

Harnessing the power of modern MarTech youll embed personalised insight-driven engagement at scale bringing clarity pace and precision to performance. Working at the heart of Marketing Digital and Content leadership youll turn strategy into meaningful measurable outcomes that drive the business forward.

Key Responsibilities

• Lead MarTech & Transformation: Own the implementation of a modern marketing technology and decisioning stack driving the shift to data-led behaviour-driven customer journey orchestration

• Define Lifecycle Strategy: Shape and own the end-to-end customer lifecycle including segmentation targeting and contact strategy

• Drive Personalised Engagement: Establish decisioning and personalisation frameworks to deliver relevant next-best-action experiences across channels

• Partner for Delivery: Work closely with Marketing Digital and Content leaders to translate lifecycle strategy into in-channel activity and continuous optimisation

• Own Performance Insight: Define KPIs and lead reporting delivering clear actionable insight on whats driving performance

• Champion Test & Learn: Embed experimentation to continuously improve customer value retention and lifetime value

• Leverage Data & Insight: Identify growth opportunities and shape data and analytics capabilities with BI and Technology teams

• Ensure Governance & Trust: Oversee compliant customer-centric marketing practices balancing commercial impact with long-term customer trust

About You

Youll be a strategic commercially minded customer leader who uses data insight and collaboration to drive meaningful customer growth. Youll also bring:

• Proven expertise in designing and leading end-to-end customer lifecycle strategies with a focus on commercial outcomes such as LTV retention and engagement

• Strong data literacy able to define KPIs interpret performance and translate insight into clear executive-ready narratives

• A test-and-learn mindset using experimentation and continuous optimisation to improve customer journeys

• A collaborative and influential approach working across teams to deliver and optimise outcomes

• Clear communication skills and a strong understanding of governance including UK GDPR and customer trust

• Significant senior experience in CRM Customer or Lifecycle Marketing (or Marketing Performance & Analytics) with a proven track record of driving value through data-led approaches

• A senior but hands-on leader you thrive in a small team environmentpersonally driving delivery as well as shaping strategy

Helping you feel good.

We want you to love coming to work feeling healthy happy and valued. Thats why weve developed a benefits package with you in mind. Here you can choose from a range of fitness lifestyle health and fitness wellbeing rewards such as free gym membership health assessments retail discounts and pension options.

At Nuffield Health we take care of whats important to you.

If you like what you see why not start your application now We consider applications as we receive them and reserve the right to close adverts early (for example where we have received an unprecedented high volume of applications). So its a good idea to apply right away to ensure youre considered for this role.

Apply today It starts with you.