Chief Customer Officer (Global Marketing) – £180-£240k + 30% Bonus – Global Consumer Product Manufacturer (Wholesale & D2C) – Hybrid (London, 3 days/week)
We’ve been retained to search for a Chief Customer Officer / Global Chief Marketing Officer for a premium household consumer product brand that sell globally mainly via wholesale and also direct D2C eCommerce.
They’re a design-led company with exceptionally innovative products and they’ve grown to over £120m revenue without a senior marketing leader. They are now investing to scale the business significantly by projecting the brand, acquiring new customers, continually launching new products and growing across key global markets (esp US & China).
This broad role involves building out a world class marketing capability across *wholesale* and D2C channels, improving GTM and new product launches, developing a sophisticated understanding of customer segments across regions & channels, building more integrated campaign delivery across regions, raising brand awareness and owning the customer experience across all marketing, online, offline and in-store touchpoints.
This is a hybrid role with 3 days per week in central London. The package includes salary, 30% bonus, LTIPS and benefits.
Responsibilities:
- To lead and oversee the end-to-end consumer experience, driving profitable growth through both wholesale and direct-to-consumer channels.
- Develop the consumer strategy: experience design (in store, online, brand touchpoints, social channels and packaging), segmentation, retention, and lifetime value.
- Oversee the wholesale/retail sales experience (including all touchpoints)
- Drive data-driven insights and metrics (NPS, CSAT, CLV, churn, acquisition cost) to inform strategy and executional priorities.
- Work with merchandising and data insight to help shape ranges, identify gaps and opportunities, inform product and category direction and product lifecycle decisions that benefit the consumer.
- Profitably grow brand equity (driving up organic growth through customer loyalty and LTV)
- Own the go-to-market strategy for new products and ranges, ensuring launch clarity, consistency and commercial impact across all channels at scale.
- Challenge the direct-to-consumer team with KPI’s that drive organic D2C growth, focusing on improved customer experience, stronger retention and more efficient acquisition.
- Challenge the brand marketing team with KPI’s that drive increased awareness and engagement across owned, earned and paid channels.
- Manage whole marketing investment spend across all channels and markets.
- Ensure digital creative, packaging, TOV and brand creative meet our commercial and brand objectives.
Required Experience:
- Broad global marketing leadership experience, working with consumer products from any category (ideally premium products, where brand positioning and communication is key), especially design-led innovative companies e.g. Shark ninja, Dyson.
- Proven leadership across wholesale and D2C/eCommerce channels is essential.
- Experience in trade marketing, retail marketing, and shop-in-shop is highly desirable.
- Experience in a large, high performing enterprise environment, with advanced tech and best practice.
- A strong data focus, building or leading a customer insight and data function, segmentation, targeting, measurement, etc.
- Strong people leadership experience (team of approx. 40), coaching, mentoring, etc.
- Strong program management and execution, delivering multi-channel global campaigns.
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