About Hunter & Gather
Hunter & Gather are a multi award-winning, ancestrally inspired lifestyle brand.
We believe the conventional modern lifestyle is failing people. With poor mental health and chronic illness touching almost every household, it’s clear - it doesn’t have to be this way.
That’s where we come in.
At Hunter & Gather, we fuse ancestral wisdom with modern science to empower people to thrive. From real food and supplements - always free from refined sugar, grains, and inflammatory seed oils - to a warm, welcoming tribe and a wealth of accessible education, everything we do is designed to help people reclaim their health, one informed choice at a time.
The business is in an exciting phase of development with growth across its team, product range, sales channels and territories all expanding. There is a continued ambitious yet disciplined growth forecast, with plans to scale to £50m+ revenue within the next 3 years, having achieved a 2-year CAGR of 76% since 2023.
Reporting to: Head of E-commerce and Digital Performance
Key details:
* Full time (37.5 hours per week plus 1 hour unpaid lunch break)
* 33 days leave (inc. bank holidays)
* Flexi start time (Core business hours 10-4)
* AXA Private Healthcare
* EMI Share Options
* Location - Chafford Hundred
What is the role?
As Senior CRM & Retention Manager, you’ll be the driving force behind our customer loyalty, lifecycle marketing, and data-led retention strategies. From email flows to subscription experiences, you’ll optimise the entire customer journey - turning first-time buyers into loyal advocates, reducing churn, and elevating customer lifetime value (CLTV).
This is a high-impact, cross-functional role where you’ll wear multiple hats while laying the foundations to build out a best-in-class retention function.
Key roles and responsibilities:
CRM & Lifecycle Marketing
* Own the end-to-end CRM strategy across email, SMS, push and loyalty platforms.
* Develop and maintain a robust BAU and lifecycle marketing calendar, including onboarding, post-purchase, winback, and reactivation flows.
* Lead segmentation and personalisation efforts based on customer behaviour, purchase history, and engagement trends.
* Continuously test, via A/B and multivariate methods, analyse, and optimise campaigns to improve engagement, conversion, and retention metrics.
Retention Strategy & Execution
* Develop and own our customer retention strategy in line with broader business goals.
* Analyse churn trends and LTV drivers to implement targeted strategies that reduce drop-off and extend lifecycle.
* Identify key drop-off points and friction areas in the customer journey and implement improvements.
* Lead retention initiatives such as cross-sell/upsell campaigns, loyalty enhancements, and community-building tactics.
Subscriptions & Loyalty
* Design and scale strategies to grow our subscription customer base, increase retention, and reduce churn.
* Optimise subscription lifecycle flows, reminders, and win-back campaigns.
* Manage and refine loyalty programme initiatives to deepen customer engagement and brand affinity.
Data, Insights & Reporting
* Translate retention KPIs into actionable insight: LTV, churn rate, CAC:CLTV ratio, email ROI, campaign performance etc.
* Use tools such as Klaviyo, Skio, GA4, Shopify, and third-party CDPs to derive insights.
* Deliver clear reporting and recommendations to key stakeholders, including founders and leadership.
Customer Experience & Brand Alignment
* Collaborate with Customer Service, Product, and Brand teams to create a consistent, omni-channel customer experience.
* Use feedback loops, reviews, and surveys to influence product, CX and marketing strategies.
* Act as the customer champion, ensuring all touchpoints reflect the voice and values of Hunter & Gather.
Tech & Tools Ownership
* Own the CRM tech stack and manage integrations between email, loyalty, subscription, and ecommerce systems.
* Stay ahead of CRM & retention trends and emerging technologies that can boost performance.
Essential
* 4+ years experience managing and scaling email & SMS platforms (e.g., Klaviyo).
* Proven ability to design and optimise customer lifecycle journeys (acquisition, onboarding, retention, reactivation).
* Hands-on experience with subscription & retention tools (e.g., Skio, Recharge, Loop) for managing churn and optimising LTV.
* Ability to mentor and lead junior CRM team members while collaborating cross-functionally with Growth, Creative, and Product teams.
* Deep understanding of deliverability, consent management, and data privacy compliance (e.g., GDPR, TCPA).
* Strong knowledge of APIs and CRM data integration with broader martech stacks.
Desirable
* Experience with health, wellness, food, or supplements ecommerce.
* Passion or appreciation for health, wellness and fitness