CRM & Retention Lead

About the role

A fast-growing consumer brand based in London is recruiting a CRM & Retention Lead. You will own CRM, email marketing and retention strategy, helping to convert prospects, increase repeat purchases, improve subscription performance and grow customer lifetime value. The role works closely with Growth, Brand, Product, Creative and Operations teams to build a high-performing lifecycle programme. It is a full-time position with a hybrid arrangement of three days per week in the Central London office.

Key responsibilities

• Own email and CRM campaigns from planning and segmentation through to briefing, launch and optimisation
• Build and improve automated customer journeys, including welcome, post-purchase, replenishment, subscription, re-engagement and win-back activity
• Drive retention, repeat revenue, subscription growth and customer lifetime value
• Develop segmentation and testing plans to improve campaign relevance, engagement and conversion
• Partner with Product and Digital teams to improve website journeys, conversion rate and average order value
• Track CRM and retention performance, using data and insight to identify and deliver improvements
• Introduce scalable processes and fresh ideas as the business grows

Required profile

• Experience in CRM, lifecycle, retention or email marketing within e-commerce, subscription or DTC businesses
• A track record of improving retention, repeat purchase, customer lifetime value or subscription revenue
• Commercially minded, analytical and creative, with a hands-on approach
• Comfortable working at pace, taking ownership and collaborating across teams

Required skills

• Strong email marketing, automation, segmentation and testing skills
• Experience with a leading CRM platform; Klaviyo experience is advantageous
• Familiarity with Shopify and subscription technology would be beneficial

What we offer

• 25 days' annual leave, plus public holidays and an additional personal day
• Flexible hybrid working, three days per week in the Central London office
• Private healthcare, dental cover, life assurance and income protection
• Annual learning and development budget, wellbeing support and paid volunteering time
• Product allowance, cycle-to-work support, team socials and summer early finishes