Head of CRM
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Contract: Fixed Term/Secondment - Up to 12 Months
Closing date: Tuesday 3rd March
Recruitment Partner: Shannon Linton
Join us as Head of CRM for a high‑impact 12‑month fixed‑term role, leading the strategy and evolution of customer engagement for one of the UK's most loved brands. Based in our Nottingham office, this is a rare opportunity to s'hape the future of CRM for the largest health & beauty customer databases in the country and drive measurable commercial growth from day one.
This role is based out of our Support Office in Nottingham, however, we are also open to considering London.
What you'll be doing
As Head of CRM, you'll lead a high‑performing in‑house team to shape the next chapter of customer engagement at Boots, uniting physical and digital journeys through smarter, more efficient and more effective CRM. You'll oversee all 1:1 communications across email, app, loyalty promotions and direct marketing, while driving future‑facing strategies that unlock automation, personalisation at scale and new ways of working. Managing five direct reports (team of 35) and reporting into the Customer Marketing Director, you'll play a pivotal role in transforming how we use data, technology and insight to connect with customers in the moments that matter and grow lifetime value.
Key responsibilities
- Deliver the CRM vision, leading Lifecycle CRM Managers across Health, Beauty, No7 Beauty Company and Personalised Promotions, driving the shift from product‑first to customer‑first engagement and fostering a culture of innovation, accountability and collaboration.
- Develop and optimise the customer contact strategy, using data, technology and automation to deliver efficient, effective and hyper‑personalised omnichannel experiences that connect physical and digital journeys.
- Work cross‑functionally with Brand Marketing, Data Science, Orchestration, Digital and Commercial teams to deliver integrated, insight‑led customer journeys that nurture customers through their lifecycle and maximise lifetime value.
- Set KPIs and lead performance analysis to drive incremental sales across owned channels, improve channel effectiveness and continuously evolve CRM capability.
What you'll need to have (our must-haves)
- Proven ability to manage and develop a high‑performing team, creating clarity, supporting growth and enabling people to use their strengths.
It would be great if you also have
- Comfortable leading through change, bringing people with you and keeping teams focused during periods of transformation.
- Experience working with large‑scale loyalty programmes or customer databases.
- Familiarity with advanced MarTech platforms, customer journey orchestration tools or marketing automation systems.
- Background in retail, health & beauty, or another fast‑paced consumer environment.
- Experience joining up online and in‑store customer journeys to improve engagement and conversion.
Rewards designed for you
- Boots Retirement Savings Plan
- Discretionary annual bonus
- Generous employee discounts
- Enhanced maternity/paternity/adoption leave pay and gift card for anyone expecting or adopting a child
- Flexible benefits scheme including option to buy additional holiday, discounted gym membership, life assurance, activity passes and much more.
- Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.
There's lots more in our benefits and discounts, MyBoosts - there to give you that little lift in your everyday. Find out more at boots.jobs/rewards. Exclusions may apply; eligible roles only. Please note that any salary estimates provided on third-party sites are not endorsed by Boots and may not be accurate.
About The Boots Group
The Boots Group is a trusted leader in healthcare, pharmacy and retail, operating across 11 countries - including the UK, Ireland, Thailand and Mexico. The Boots Group brands - including Boots, Boots Opticians, No7 Beauty Company, Farmacias Benavides and Alliance Healthcare - are trusted and well recognised healthcare and beauty businesses, serving millions of customers and patients every day in communities around the world. We are proud to be an equal opportunity employer, passionate about embracing the diversity of our colleagues and providing a positive and inclusive working environment for all.
What's next
If you apply, our team will be in touch to let you know the outcome of your application or to arrange next steps. Where a role is advertised as full-time, we are open to discussing part-time and job share options during the application process. If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to help you to be at your best.
We hope to hear from you soon.
Be brilliant with Boots.