Responsibilities

• Customer Retention Strategy
• Develop and own the customer retention strategy across all lifecycle stages.
• Identify opportunities to increase repeat purchase, customer engagement and lifetime value.
• Create retention initiatives aligned to key customer milestones and parenting journeys.
• CRM & Email Marketing
• Own the CRM calendar and customer communication plan.
• Manage all email and SMS marketing activity.
• Develop automated customer journeys including welcome, nurture, post-purchase, replenishment, review, win-back and loyalty programmes.
• Ensure communications are personalised, relevant and commercially effective.
• Customer Segmentation & Personalisation

Requirements

• 5+ years' experience in CRM, retention, lifecycle marketing, or customer marketing, preferably within ecommerce, DTC, or consumer brands.
• Proven track record of driving customer retention, repeat purchase rate, customer lifetime value (LTV), and revenue through CRM programmes.
• Hands-on experience with email, SMS, loyalty, customer segmentation, automation, and customer journey development.
• Experience using CRM platforms such as Klaviyo, Salesforce Marketing Cloud, Braze, HubSpot, or similar.
• Strong analytical capability with experience interpreting customer and campaign data to identify opportunities and measure performance.
• Customer-centric mindset with a deep understanding of customer lifecycle marketing.
• Strong commercial awareness and ability to link CRM activity to business performance.
• Data-driven decision maker with excellent attention to detail.
• Strong project management and organisational skills.
• Excellent communication and stakeholder management abilities.

Benefits

• bonus and benefits.