Responsibilities

• Build and own Mixam's lifecycle/customer retention engine across email, SMS, loyalty program, strategic segmentation, testing, and Hubspot CRM tooling - with responsibility for identifying customer risk and opportunity, designing the right intervention, measuring impact, and continuously improving the journey.
• This is not an "email marketer." Email is one channel they own. We need someone who can work independently, build structure from the ground up, make strategic recommendations, and execute directly to deliver business outcomes.
• Proven experience building and scaling in fast startup environments. This is an individual contributor role for an autonomous builder-operator who thrives on taking complete, end-to-end ownership of both strategy and execution.
• As our go-to retention champion, you will become the internal expert on driving lifetime value (LTV), repeat purchase rates, first-to-second-order conversions, and cohort reactivation strategies.
• You will continuously connect granular customer behaviors; including acquisition source, quote/order patterns, product affinity, and loyalty status, to build highly targeted lifecycle segmentations and cross-sell logic.
• By seamlessly bridging these behavioral insights with tailored communication strategies, you will optimise our rewards program and translate user actions directly into measurable commercial results
• Own Mixam's email program end-to-end: lifecycle strategy, campaign planning, flows, segmentation, copy and messaging direction directly writing and executing clear, persuasive, action-driven copy across email and SMS, build/QA process, deployment, testing, reporting, and optimisation across markets
• Own lifecycle activation and optimisation of Mixam Rewards, including member onboarding, points education, redemption activation, tier progression, loyalty-triggered journeys, lapsed-member reactivation, testing, and reporting
• Own lifecycle segmentation and customer journey strategy across markets, using customer behavior, product affinity, purchase history, market, lifecycle stage, engagement, and loyalty status
• Launch and own SMS properly, including consent/preference capture, segmentation, channel governance, lifecycle use cases, testing, and reporting
• Partner with Data to define retention metrics, including repeat purchase, churn, reorder timing, LTV, reactivation, cohort behavior, and turns it into automations, and testing that drives revenue
• Build, run, and report on a rigorous A/B testing roadmap across messaging, offers, flows, and creative assets, using data-driven insights to fuel a cycle of continuous improvement across our entire CRM and lifecycle ecosystem
• Partner closely with Marketing, Data, Pricing, Product, and Customer Operations
• Partner with Design on creative assets and templates, while independently owning messaging, copy direction, lifecycle strategy, and performance
• Use analytics, automation, and AI-enabled tools responsibly to increase insight, testing velocity, and workflow efficiency while protecting quality and brand standards
• Own the assessment of Mixam's lifecycle technology stack. All current marketing email is in Klaviyo, while HubSpot is in early implementation. This person should assess requirements and recommend the best long-term operating model across Klaviyo, HubSpot, SMS, data, consent, automation, reporting, and integrations