Responsibilities

• Lead the planning, build and deployment of email and SMS campaigns in Klaviyo, ensuring every send is on brand, accurate and optimised for performance.
• Own the design, launch and continuous optimisation of automated flows including welcome, post purchase, abandoned cart, win back, replenishment and VIP journeys.
• Develop and evolve sign up forms, pop ups and lead capture experiences across the site to grow our subscriber base and feed the wider customer journey.
• Write and edit engaging, on brand copy for emails, SMS, sign up forms and lifecycle touchpoints, setting the standard for tone and quality across the team.
• Map and continuously improve the end to end customer experience, identifying friction points and opportunities to nurture customers from first click through to repeat purchase and advocacy.
• Lead the customer reviews programme, driving UGC, monitoring sentiment and feeding insights back into product, marketing and CX strategy.
• Define and monitor KPIs across acquisition, engagement, retention and lifetime value, using data to refine segmentation, content and timing.
• Partner cross functionally with content, design, ecommerce and brand teams to shape campaign calendars, product launches and seasonal moments.
• Mentor and support junior CRM team members, sharing best practice, and stay ahead of CRM and CX trends to bring fresh thinking into the business.