CRM Manager (Loyalty & Retention)

About the role

We are partnering with a fast‑growing subscription‑led consumer brand that relies heavily on customer loyalty and retention. The CRM Manager will own the end‑to‑end customer lifecycle, driving subscription growth, repeat purchases and overall lifetime value through data‑driven email, SMS and personalisation programmes.

Key responsibilities

• Develop and execute a CRM and retention strategy across email, SMS and lifecycle channels.
• Build, optimise and manage automated journeys such as welcome, onboarding, replenishment, win‑back and reactivation.
• Design sophisticated segmentation models to improve relevance and engagement.
• Drive subscription revenue through targeted testing, optimisation and cross‑sell/upsell initiatives.
• Create high‑performing email templates and campaign assets.
• Analyse cohorts, retention trends and LTV to identify growth opportunities.
• Collaborate with internal stakeholders to align CRM activity with broader commercial goals.
• Produce regular performance reports, insights and recommendations while monitoring deliverability and database health.

Required profile

• Commercially minded with a strong focus on customer lifetime value.
• Enjoys combining strategic thinking with hands‑on execution.
• Comfortable working in a fast‑moving, entrepreneurial environment.

Required skills