---
title: 'Head of Customer at Carwow'
canonical: 'https://feeny.ai/job/head-of-customer-carwow-london-byyp2w8f85fb'
type: 'job'
last_seen: '2026-09-13'
---

# Head of Customer at Carwow

- **Company:** Carwow
- **Location:** London, United Kingdom
- **Employment:** full-time
- **Posted:** 2026-07-22
- **Last confirmed live:** 2026-09-13
- **Apply:** https://jobs.ashbyhq.com/carwow/b20585d3-dde2-427f-875d-ad89846d6b6a

## Job description

## ABOUT CARWOW

Carwow is the car-changing marketplace for life-changing moments, the place people come to buy, sell and explore cars with total confidence. With 11M+ YouTube subscribers, 6,000+ dealer partners, and a growing global footprint, we're building something genuinely different in automotive. We are on a mission to be the go-to destination for every car change, for life, and customer centricity is how we get there.

## THE ROLE

As Head of Customer, you'll lead the evolution of how Carwow engages with millions of car-changers, moving us from batch-and-blast lifecycle CRM to intelligent, autonomous customer relationships. You'll sit at the intersection of data, AI, and commercial strategy, with the mandate to build something the automotive industry hasn't seen before.

You'll report directly to the Brand and Customer Director and lead a global team. This is a builder role at an inflection point, and the person who takes it will define what agentic CRM looks like in practice, not just in theory. The best customer businesses in the world don't just communicate with their customers, they anticipate them and build systems that learn, adapt, and act. That's the standard we're setting at Carwow, and this role is how we get there.

## WHAT YOU'LL DO

- Own the end-to-end customer strategy: lifecycle, retention, reactivation, and the definition of our highest-value customer segments
- Lead and scale a global CRM team, setting the standard for how we use data, automation, and personalisation at scale
- Pioneer agentic CRM at Carwow, designing and deploying AI-powered, autonomous customer engagement that acts on signals in real time, not in the next campaign cycle
- Draw on what the best consumer tech and fintech businesses have built around predictive personalisation, proactive communication, and AI-led service, and translate that ambition into a marketplace context
- Turn customer insight into commercial outcomes: identify where lifetime value is being left on the table and build the systems to capture it
- Partner with Product, Data, and Brand to embed customer thinking into how Carwow builds, not just how it communicates
- Live by the metrics that matter: NPS, CSAT, retention, repeat purchase, driving a culture of accountability around them
- Be a credible exec voice, making the case for customer investment in commercial terms and helping shape Carwow's trajectory towards becoming a genuinely customer-led business

## WHAT WE'RE LOOKING FOR

Essential

- 8+ years of experience in customer, CRM, or lifecycle marketing roles, with a track record of progressive seniority and commercial impact
- Deep CRM and customer specialism, having built and run sophisticated lifecycle programmes with meaningful automation and personalisation at scale
- A clear point of view on agentic AI and customer engagement. You're not waiting to see how it plays out; you're already building in this space or have a strong thesis for how to
- Marketplace or platform background, with an understanding of multi-sided business dynamics and the complexity of serving buyers, sellers, and partners simultaneously and a passion for customer centricity
- Commercial sharpness. You think in revenue and lifetime value, not open rates
- Entrepreneurial instinct. You've built things from scratch, not just inherited and optimised
- Global team leadership, with a track record of creating alignment across distributed teams and markets

Desirable

- Experience in fintech, consumer tech, or high-consideration categories where trust and timing are everything
- Exposure to businesses navigating a step-change in AI adoption, where the question isn't whether to use it, but how fast and how well

## WHAT THIS ISN'T

A CRM manager with a fancy title. We're not looking for someone to run the email calendar. We're looking for someone who looks at what the most advanced customer businesses have done with AI and asks: what's our version of that? If that question excites you, keep reading. If it makes you nervous, this probably isn't the right fit.

## BENEFITS

- Competitive salary + commission
- Company share options
- Enhanced holiday package
- 28 annual leave days
- 1 day for your wedding
- 1 day off when you move house - because moving is hard enough without work!
- For your third year anniversary, get 30 days of annual leave per year
- For your tenth year anniversary, get 35 days of annual leave per year
- Option to buy 3 extra days of holiday per year
- Pension scheme via Royal London
- Vitality Private Healthcare
- Life Assurance for (even more) peace of mind
- Monthly coaching sessions with Spill - our mental wellbeing partner
- Work from abroad for a month
- Inclusive parental, partner and shared parental leave, fertility treatment and pregnancy loss policies
- Bubble childcare support and discounted nanny fees for little ones
- The latest tech (Macbook or Surface) to power your gif-sending talents
- Up to £500/€550 home office allowance for that massage chair you’ve been talking about
- Generous learning and development budget to help you master your craft
- Regular social events: tech lunches, coffee with the exec sessions, lunch 8 learns, book clubs, social events/anything else you pester us for

Diversity and inclusion is an integral part of our culture. We know that diverse teams are strong teams, so we welcome those with alternative identities, backgrounds, and experiences to apply for this position. We make recruiting decisions based on experience, skills and potential, so all our applicants are treated fairly and equally.

## About Carwow

## Company Overview
- **One-liner**: Carwow is an online car-changing marketplace that connects consumers with trusted dealers to buy new cars and sell their old ones, supported by one of the world’s most popular motoring YouTube channels.
- **Entity Type**: Private (last funding round $52M led by Bessemer Venture Partners)
- **Headquarters**: London, United Kingdom
- **Founded**: Not provided in search results
- **Founders**: James Hind, Alexandra Margolis, David Santoro

## Core Business
- **Primary industries**: Online automotive marketplace, car-buying and car-selling services, automotive media and content
- **Target customers**: B2C (consumers buying or selling cars) and B2B (car dealers and partners)
- **Mission or purpose**: “The car-changing marketplace for life-changing moments” and “give total car confidence” (carwow.co.uk)

## Products & Services
- **Carwow Marketplace**: An online platform where consumers configure a new car and receive competitive offers from thousands of trusted dealers – no haggling and no fees (SaaS / marketplace).
- **Sell My Car Service**: A service that lets consumers list their used car and get offers from dealers, arranging collection upon acceptance (service).
- **Carwow YouTube Channel**: One of the largest car channels on YouTube with 5.8 million subscribers and over 63 million monthly views, featuring drag races, reviews, and automotive news (content / media).
- **Autovia Group (acquired 2024)**: Print magazines, additional websites, and a portfolio of automotive brands that extend reach across Europe (media / publishing).

## Market Standing
- **Valuation / Market Cap**: Not disclosed
- **Key Metric**: Total funding of $52M (most recent round, led by Bessemer Venture Partners)  
  - Gross Merchandise Value (GMV): nearly £3 billion worth of cars bought on the site in the last year; £1.8 billion in cars listed via Sell My Car
- **Notable Investors / Partners**: Bessemer Venture Partners (early backer of LinkedIn and Shopify); also “industry-leading investors” (carwow.co.uk)
- **Growth Signals**:  
  - 50%+ year-over-year growth  
  - 12 million active users with an “Excellent” Trustpilot rating  
  - 500 employees and counting  
  - Expanded to Germany, Spain, and Portugal  
  - Acquisition of Autovia in 2024 (1.1 billion annual YouTube views, 1.2 million print copies sold, 100 million website visits/year)

## Competitive Advantages
- **Massive organic content engine**: The Carwow YouTube channel is a top driver of brand awareness and trust, generating over 63 million monthly views and 9 million subscribers.
- **Dual-sided marketplace**: Strong network effects between car buyers and dealers, with a reputation for transparency and “no haggling” model.
- **Scale and cross-border reach**: Presence in UK, Germany, Spain, and Portugal plus the Autovia portfolio gives Carwow a European‑wide footprint that competitors struggle to match.
- **Trust and customer satisfaction**: 12 million active users and an “Excellent” Trustpilot rating differentiate the brand from other car-buying services.

## Strategic Focus
- Scaling the **Sell My Car service** in the UK and accelerating European operations.
- Leveraging **AI and data** to drive product innovation and commercial growth (as highlighted by CTO Hizam Sahibudeen).
- Continuing to grow and monetise the **Carwow content ecosystem** (YouTube, magazines) as a lead‑generation funnel.
- Building a **people‑centric engineering culture** and investing in DEI initiatives to attract top tech talent.

## Why Work Here
- Named one of the **Culture 100** – recognised as one of the world’s most progressive tech businesses for building a people‑focused environment.
- **Benefits**: Share options, flexible working, £500/€550 home‑office budget, private medical insurance, generous learning and development budget, “Work from anywhere for 1 month” scheme, family‑friendly policies, mental health first aiders and coaching.
- **DEI commitment**: Membership in BYP Network (Black Young Professionals), employee‑led Diversity Committees, bi‑annual DEI surveys, fundraising for charities.
- **Engineering culture**: CTO-led focus on AI‑native practices and data‑driven decision‑making; engineering blog and data science blog available.
- **Offices in London, Munich, Porto, and Winnersh** – hybrid and flexible working arrangements.

## Sources
1. [carwow.co.uk](https://www.carwow.co.uk/about-us?device=m) – About Carwow (company overview, funding, growth)
2. [carwow.co.uk](https://www.carwow.co.uk/jobs) – Careers page (perks, values, 500 employees, Culture 100)
3. [carwow.co.uk](https://www.carwow.co.uk/) – Homepage (product description, FAQ, how it works)
4. [carwow.co.uk](https://www.carwow.co.uk/team) – Team page (leadership, CTO focus on AI, founders)
5. [uk.linkedin.com](https://uk.linkedin.com/company/carwow) – LinkedIn (HQ location, company type, size)

## Other roles at Carwow

- [Customer Service Team Lead](https://feeny.ai/job/customer-service-team-lead-carwow-porto-hs0a2524996h) — Porto, Portugal
- [Partnership Account Director](https://feeny.ai/job/partnership-account-director-carwow-united-kingdom-qw5nx2x0b44x) — United Kingdom
- [Director of Product Design](https://feeny.ai/job/director-of-product-design-carwow-london-4nb2fm2z4081) — London, United Kingdom
- [Outbound Sales Representative](https://feeny.ai/job/outbound-sales-representative-carwow-bournemouth-42y9dssgr8te) — Bournemouth, United Kingdom
- [Sales Development Representative](https://feeny.ai/job/sales-development-representative-carwow-winnersh-rck05e6m34rm) — Winnersh, United Kingdom
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