About Skywire:
Skywire is a creative digital agency powering growth for ambitious brands. We combine data-led strategy with standout execution to build meaningful customer connections that drive results. As we expand our performance marketing function, we’re looking for an experienced CRM & Loyalty Manager to lead on customer retention, email/SMS lifecycle flows, and loyalty implementation across our client portfolio and internal brands.
About the Role:
This is a senior, hands-on role for someone who knows CRM inside out. You’ll be responsible for leading CRM and customer retention strategy from planning to execution — building and optimising flows, managing segmentation, overseeing SMS campaigns, and setting up loyalty initiatives. You’ll need to be both strategic and execution-focused, with deep knowledge of platforms like Salesforce, Klaviyo and Hubspot and experience integrating CRM with ecommerce and loyalty systems.
Key Responsibilities:
CRM Strategy & Execution
* Own the CRM strategy across multiple brands, with a focus on increasing LTV, retention, and engagement
* Build and optimise automated customer journeys across email and SMS (welcome, post-purchase, winback, etc.)
* Develop robust segmentation strategies to deliver relevant, timely communications to distinct customer groups
Loyalty & Retention Systems
* Design, implement and manage loyalty schemes using platforms such as LoyaltyLion or Yotpo
* Integrate loyalty into CRM workflows and ensure consistent messaging across all channels
Campaign Management
* Plan and execute BAU and promotional CRM campaigns (email and SMS), including A/B testing and reporting
* Coordinate with content, creative, and digital teams to ensure messaging and timing align with broader marketing calendars
Data & Insights
* Own CRM reporting and deliver regular insights on performance, revenue contribution, and optimisation opportunities
* Work with ecommerce, paid media, and analytics teams to ensure data quality, syncs, and attribution tracking are accurate and actionable
Platform Management
* Manage integrations and automation within Klaviyo (or similar platforms)
* Maintain compliance with GDPR and industry best practices in data handling and communications
What We’re Looking For:
* 3–5+ years’ experience in a CRM, retention, or lifecycle marketing role, ideally in a fast-paced ecommerce or agency setting
* Demonstrated success owning strategy and execution for both email and SMS marketing
* Proven ability to build sophisticated automation flows using platforms like Hubspot, Klaviyo, Postscript, or Attentive
* Experience setting up and managing loyalty systems and integrating them into wider marketing strategies
* Highly analytical with a data-first mindset — confident using performance data to optimise campaigns and journeys
* Strong project management skills, with the ability to juggle multiple projects and deadlines
* Comfortable working independently and taking full ownership of results
* Strong copywriting skills are a bonus, but not essential
What We Offer:
* Competitive salary of £40,000–£50,000 depending on experience
* A collaborative team culture where your input matters
* Access to training, tools, and development opportunities
* Hybrid working options and flexibility around hours
The chance to make a real impact on exciting, high-growth brands
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