Head of CX & Marketing (Scale up brand)

Senior and executive search across customer operations, CX and contact centres.

London Waterloo, hybrid (3 days a week in the office)

A UK business with plans to become a household name is hiring a Head of CX & Marketing to lead the brand through its next stage of growth.

The business is scaling quickly. A new customer value proposition and a fully designed brand refresh are approved and ready to implement, with a major brand launch planned for 2027. You will lead that rollout and build on it.

What you will be responsible for

• Brand marketing, keeping every output true to the brand and the customer value proposition
• The campaign calendar and all marketing activity
• Digital and physical marketing channels across the charging network
• Marketing media, including selling advertising space at charging sites to partner brands
• Customer experience and the pain points customers raise
• Putting KPIs and reporting in place so spend shows a clear return
• Leading a team of 2 to 3 and managing the brand and CRM agencies

About you

This role is No2 to a brilliant CCO, you'll have influence beyond your remit, but skills you need to bring in with you are:

• An experienced marketing leader who has grown a brand, ideally through a scale-up stage
• Structured and commercial. You talk in metrics, set a long-term plan for the brand and break it into yearly deliverables
• Good at making a modest budget work hard, and at making the case for more
• Confident enough to challenge, hold the line on the brand and deputise for your manager
• A visible leader who wants to be in the office with a scaling London team across marketing, sales, business development and performance
• A marketing qualification (CIM or equivalent) is preferred, or an MBA backed by a sucessful marketing career

The package

• 20% bonus
• 25 days holiday plus bank holidays, and your birthday off
• 3 days a week at the Waterloo office, on days you choose
• Flexible start and finish times

The role needs regular presence in London, so you will need to live within a reasonable commute of Waterloo.