Job Specifications
Closing date: 14 Oct 2025
Location: Hybrid - London office & home
Vacancy type: 12-month Fixed Term Contract, covering family leave
Salary: PS64,000 - PS68,000 p/a + benefits
We're recruiting an interim Head of Retention Marketing and Customer Journeys on a 12-month fixed term contract to lead a key transformation project.
In this role, you'll be responsible for managing the second-largest income stream at the BHF, from our existing donor base while delivering adoption of the Adobe marketing stack.
You'll lead the adoption of Adobe Campaign and CDP in the Retention and Customer Journey Team, coaching the team on developing data led strategies to inspire support from our customers to power lifesaving research, taking them on a cross channel journey to drive greater engagement with our cause and working with our Digital Teams to bring these journeys to life.
Managing income across our loyal regular giving base, our new lottery player base as well as our cash donor, raffle (Give Help) and retail, volunteering, event participant bases (Achieve Goals), your objective will be to grow income from our existing customer groups using cross sell, upsell and engagement communications to improve lifetime value, taking a customer centric approach.
This role is also key to to ensuring that our customers know where they can get help from the BHF, be it access to health content, to learn CPR or contact our Heart Helpline (Get Help).
Leading a talented below-the-line marketing team across our Give Help, Get Help and Achieve Goals objectives, you'll also work closely with colleagues in our above-the-line teams to take an integrated approach to key comms moments.
About you
You're a strategic marketing leader with a proven track record in customer retention, journey optimisation, and multi-channel growth. You've led teams through transformation, embedded new platforms, and delivered measurable impact.
You bring expertise in CRM, product marketing, and customer data strategy, with a passion for customer-centric marketing that drives engagement and long-term value. Experience with Adobe is ideal, but we would also value experience in platforms like Klaviyo, Bloomreach, Intuit (Mailchimp), Salesforce Marketing Cloud, or HubSpot and an understanding of the capability they have to drive personalised marketing.
You'll also bring:
Strong working knowledge of customer data, CRM, and product marketing, with experience developing retention and journey campaigns across email, SMS, direct mail, and data-led channels.
Proven success as a people manager, with a track record of delivering change, building high-performing teams, and driving revenue growth.
Ability to foster collaboration across teams and stakeholders, and experience managing external agencies through complex CRM and below-the-line marketing projects.
Commercial and financial acumen, including budget modelling and P&L management.
Experience working with data science teams to uncover customer insights and translate them into actionable strategies--paired with excellent storytelling and briefing skills to deliver impactful, optimised campaigns.
Working arrangements
This is 12-month fixed term contract covering family leave. Start date ideally in December 2025, although there can be some flexibility.
This is a hybrid role, where your work will be split between your home and at least one day per week, on average, in our London Office. This may vary from time to time, so you will need to work in a flexible way to unlock your best work for our cause.