Overview
A fast-scaling, DTC-led consumer goods brand with strong growth across eCommerce, subscription, and retail in the UK & US.
With continued investment into digital, the business is now focused on maximising customer lifetime value and retention, making CRM a key commercial growth driver.
The Role
We’re hiring a CRM & Digital Retention Manager to take full ownership of the retention function across email and SMS.
This is a hands-on, commercially focused role with direct impact on:
* LTV
* repeat purchase rate
You’ll be responsible for building, optimising, and scaling the entire CRM and lifecycle strategy.
Key Responsibilities
* Own the CRM roadmap across email and SMS
* Build and optimise lifecycle journeys (welcome, onboarding, repurchase, winback, loyalty)
* Develop segmentation and personalisation strategies across the customer base
* Plan, execute, and optimise campaigns and automated flows
* Own subscription and retention performance, including churn reduction
* Run structured A/B testing and analyse cohort performance
* Build reporting dashboards and use data to drive continuous improvement
* Collaborate with eCommerce, creative, and marketing teams to align CRM with wider growth strategy
Ideal Profile
* 3–5+ years’ experience in CRM / lifecycle marketing within DTC, eCommerce, or consumer brands
* Strong hands-on experience with platforms like Klaviyo
* Proven track record improving LTV, retention, and repeat purchase
* Analytical mindset with the ability to turn data into actionable insight
* Commercially driven — focused on revenue and performance metrics
* Organised, proactive, and comfortable owning a function end-to-end
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