Head of Customer Value

About the role

As Head of Customer Value you will shape and own Hearst UK's strategy for maximising the long‑term value of members and subscribers across our portfolio of iconic brands. Reporting to the Net Growth Director, you will guide the entire customer lifecycle from first interaction through renewal, retention and win‑back.

Key responsibilities

• Develop and execute a market‑leading customer value strategy that drives lifetime value, engagement and loyalty.
• Own onboarding, in‑life engagement, retention, renewal and win‑back programmes for 13 brands.
• Use customer insight, segmentation and propensity modelling to deliver timely, personalised interventions.
• Partner with Memberships & Rewards, Product, Editorial, Marketing and Commercial teams to increase awareness and adoption of membership benefits.
• Lead a team of four and collaborate with Data, Technology and Product functions to continuously optimise the customer lifecycle.

Required profile

• Proven senior leadership experience in customer growth, membership or subscription businesses.
• Strong strategic thinking with a track record of delivering measurable improvements in lifetime value and churn reduction.
• Excellent stakeholder management across cross‑functional teams.
• Ability to translate data insights into commercial actions.

Required skills

What we offer

• Competitive salary range £67,500‑£72,500 per year.
• Flexible Friday policy with a vibrant office in St James's, London.
• Opportunity to shape the future of a leading premium media publisher.