Head of Customer Value & Performance

Head of Customer Value and Performance

Barbican, London | Hybrid Working | Permanent | Full-Time
Competitive salary available, depending on experience

37.5 hours per week

At Nuffield Health, we’re committed to building a healthier nation—combining our expertise in fitness and wellbeing with our award-winning healthcare services. As the UK’s largest healthcare charity, we place our customers at the heart of everything we do, continuously evolving how we engage, support and inspire them to live healthier lives.

The Role

This is a rare opportunity to shape the future of customer growth as our Head of Customer Value & Performance. You’ll lead a major transformation—redefining how we engage customers across the entire lifecycle through data-led, decision-driven journeys that deliver real commercial impact.

Harnessing the power of modern MarTech, you’ll embed personalised, insight-driven engagement at scale, bringing clarity, pace and precision to performance. Working at the heart of Marketing, Digital and Content leadership, you’ll turn strategy into meaningful, measurable outcomes that drive the business forward.

Key Responsibilities

• Lead MarTech & Transformation: Own the implementation of a modern marketing technology and decisioning stack, driving the shift to data-led, behaviour-driven customer journey orchestration

• Define Lifecycle Strategy: Shape and own the end-to-end customer lifecycle, including segmentation, targeting and contact strategy

• Drive Personalised Engagement: Establish decisioning and personalisation frameworks to deliver relevant, next-best-action experiences across channels

• Partner for Delivery: Work closely with Marketing, Digital and Content leaders to translate lifecycle strategy into in-channel activity and continuous optimisation

• Own Performance Insight: Define KPIs and lead reporting, delivering clear, actionable insight on what’s driving performance

• Champion Test & Learn: Embed experimentation to continuously improve customer value, retention and lifetime value

• Leverage Data & Insight: Identify growth opportunities and shape data and analytics capabilities with BI and Technology teams

• Ensure Governance & Trust: Oversee compliant, customer-centric marketing practices, balancing commercial impact with long-term customer trust

About You

You’ll be a strategic, commercially minded customer leader who uses data, insight and collaboration to drive meaningful customer growth. You’ll also bring:

• Proven expertise in designing and leading end-to-end customer lifecycle strategies, with a focus on commercial outcomes such as LTV, retention and engagement

• Strong data literacy, able to define KPIs, interpret performance and translate insight into clear, executive-ready narratives

• A test-and-learn mindset, using experimentation and continuous optimisation to improve customer journeys

• A collaborative and influential approach, working across teams to deliver and optimise outcomes

• Clear communication skills and a strong understanding of governance, including UK GDPR and customer trust

• Significant senior experience in CRM, Customer or Lifecycle Marketing (or Marketing Performance & Analytics), with a proven track record of driving value through data-led approaches

• A senior but hands-on leader, you thrive in a small team environment—personally driving delivery as well as shaping strategy

Helping you feel good.

We want you to love coming to work, feeling healthy, happy and valued. That’s why we’ve developed a benefits package with you in mind. Here, you can choose from a range of fitness, lifestyle, health and fitness wellbeing rewards, such as free gym membership, health assessments, retail discounts and pension options.

At Nuffield Health, we take care of what’s important to you.

If you like what you see, why not start your application now? We consider applications as we receive them and reserve the right to close adverts early (for example, where we have received an unprecedented high volume of applications). So, it’s a good idea to apply right away to ensure you’re considered for this role.

Apply today… It starts with you.