On behalf of our client, a founder-led company operating in the creator economy, GRS Recruitment are searching for a Head of Chat & Conversion to lead one of the most exciting growth functions in our client's business. This is a rare opportunity to take ownership of a high-revenue operation at the intersection of sales, psychology, AI, automation, and online monetisation. As Head of Chat & Conversion, you will own everything that happens after the first message. You will be responsible for the strategy, performance, people, playbooks and technology behind the chat operation. You will lead both human and AI-driven conversations, continuously improving conversion rates, customer engagement and revenue per user. Working with legal 18+ creator content, they have built a performance-driven customer acquisition funnel that brings users from paid advertising into private one-to-one conversations. Our client is building the systems, processes and technology that will define the next generation of conversational selling, and we're looking for someone exceptional to lead that journey.
MAIN DUTIES AND RESPONSIBILITIES
- Conversion to first purchase
- Revenue per fan
- Customer lifetime value
- Repeat spend
- Upsell performance
- Retention
- Refund rates
- Overall chat revenue
- Design chat strategies that convert engagement into revenue
- Create scripts, conversation flows and sales frameworks
- Develop messaging structures for different customer types
- Build scoring systems and quality standards
- Continuously test and optimise new approaches
- Manage chat managers and wider chat teams
- Oversee multiple shifts across different time zones
- Improve performance, productivity and consistency
- Recruit, train and develop high-performing teams
- Support the transition from offshore operations towards teams
- Review AI-generated conversations
- Assess conversation quality and effectiveness
- Train AI systems using successful sales interactions
- Improve AI conversion rates through testing and feedback
- Help build a scalable AI-powered sales operation
- Creator personas
- Customer journeys
- Conversation styles
- Sales triggers
- Conversion funnels
CANDIDATE PROFILE
- Experience leading chat-based sales, monetisation or conversion teams
- Proven success managing performance metrics and revenue targets
- Experience creating scripts, sales frameworks and quality standards
- Strong understanding of customer psychology and conversational selling
- Experience managing teams across multiple shifts and time zones
- Ability to analyse data and make commercial decisions
- Experience testing funnels, offers, personas or conversion strategies
- Experience within creator economy businesses, subscription platforms or online communities
- Familiarity with OnlyFans Management (OFM) models
- Experience reviewing, testing or implementing AI-driven customer conversations
- Background in performance marketing, growth or sales leadership
- Thinks commercially and acts strategically
- Loves optimising funnels and conversion rates
- Understands customer psychology
- Thrives in fast-moving, entrepreneurial environments
- Is comfortable making decisions with data
- Gets excited by AI and emerging technology
- Enjoys building systems, teams and processes from scratch
SALARY AND BENEFITS
- Salary will be determined based on experience, qualifications, and skills. The advertised salary range is indicative, any offer will reflect the successful candidate’s suitability.
Due to the high volume of applications, we receive at GRS Recruitment, only shortlisted candidates will be responded to.
To apply for this position, please email your CV to Hayley Buckle, hayley@grsrecruitment.com quoting the above job reference or call 25342724 for further information.
