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.
This is not a customer support role.
This is not a content moderation role.
This is a leadership position responsible for turning conversations into revenue.
Are client is a fast-growing, founder-led company operating in the creator economy.
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.
Today, these conversations are managed by human chat teams.
Tomorrow, they'll increasingly be powered by AI.
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.
The Opportunity
- Every day, fans arrive through paid advertising and enter a private messaging environment.
- Inside those conversations, relationships are built, engagement is created, and revenue is generated through subscriptions, premium content, custom content, voice notes and direct purchases.
- As Head of Chat & Conversion, you will own everything that happens after the first message.
- You'll be responsible for the strategy, performance, people, playbooks and technology behind the chat operation.
- You'll lead both human and AI-driven conversations, continuously improving conversion rates, customer engagement and revenue per user.
- Most importantly, you'll own the numbers.
MAIN DUTIES AND RESPONSIBILTIES
Own the Revenue
You'll be accountable for:
Every conversation should have a purpose and every metric should improve.
Build Winning Chat Playbooks
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Design chat strategies that convert engagement into revenue.
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Create scripts, conversation flows and sales frameworks.
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Develop messaging structures for different customer types.
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Build scoring systems and quality standards.
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Continuously test and optimise new approaches.
Lead Global Chat Operations
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Manage chat managers and wider chat teams.
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Oversee multiple shifts across different time zones.
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Improve performance, productivity and consistency.
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Recruit, train and develop high-performing teams.
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Support the transition from offshore operations towards teams.
Shape the Future of AI Chat
This is where things get exciting.
You will work closely with AI teams to:
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Review AI-generated conversations.
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Assess conversation quality and effectiveness.
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Train AI systems using successful sales interactions.
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Improve AI conversion rates through testing and feedback.
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Help build a scalable AI-powered sales operation.
Develop Personas & Funnels
You'll help define:
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Creator personas
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Customer journeys
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Conversation styles
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Sales triggers
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Conversion funnels
You'll understand how different personalities, messaging styles and offers impact revenue and engagement.
CANDIDATE PROFILE
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Experience leading chat-based sales, monetisation or conversion teams.
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Proven success managing performance metrics and revenue targets.
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Experience creating scripts, sales frameworks and quality standards.
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Strong understanding of customer psychology and conversational selling.
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Experience managing teams across multiple shifts and time zones.
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Ability to analyse data and make commercial decisions.
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Experience testing funnels, offers, personas or conversion strategies.
Highly Desirable
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Experience within creator economy businesses, subscription platforms or online communities.
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Familiarity with OnlyFans Management (OFM) models.
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Experience reviewing, testing or implementing AI-driven customer conversations.
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Background in performance marketing, growth or sales leadership.
The Ideal Person
You're someone who:
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Thinks commercially and acts strategically.
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Loves optimising funnels and conversion rates.
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Understands customer psychology.
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Thrives in fast-moving, entrepreneurial environments.
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Is comfortable making decisions with data.
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Gets excited by AI and emerging technology.
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Enjoys building systems, teams and processes from scratch.
Most importantly, you see chat as a sales channel, not a support function.
SALARY AND BENEFITS
Due to the high volume of applications, we receive at GRS Recruitment, only shortlisted candidates will be responded to.