Responsibilities

• Own and manage the CRM programme across email and SMS channels
• Develop and optimise customer lifecycle journeys including onboarding, retention, win-back and reactivation campaigns
• Drive repeat purchases, subscription conversion and customer lifetime value
• Manage subscriber retention and reduce customer churn
• Create and execute segmented campaign calendars and automated customer journeys
• Develop loyalty and referral initiatives to increase customer engagement
• Monitor list health, deliverability and customer segmentation strategies
• Analyse customer behaviour, retention and lifecycle performance metrics
• Deliver regular reporting and actionable insights to senior stakeholders
• Ensure all customer communications remain accurate, compliant and aligned with brand guidelines

Requirements

• Previous CRM, lifecycle or retention marketing experience gained within a DTC, ecommerce or subscription-based business
• Strong hands-on experience using Klaviyo, Recharge and Canva
• Experience building automated flows, customer journeys and email/SMS campaigns
• Experience working with subscription or repeat-purchase business models
• Comfortable analysing retention, churn and lifetime value data
• Familiarity with Shopify and subscription platforms would be advantageous
• Strong copywriting and customer communication skills
• Commercially aware with a data-driven approach to decision making
• Experience using AI tools to improve efficiency, reporting and campaign execution would be beneficia

Preferred

• Experience using AI tools to improve efficiency, reporting and campaign execution would be beneficia

Benefits

• Hybrid working with a Central London office location
• 25 days annual leave (pro rata) plus bank holidays
• The chance to be a key contributor in a small, ambitious, and highly collaborative team
• Opportunity to build and scale finance processes from the ground up
• Influence strategic decisions and make a direct impact on growth and profitability