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

Requirements

• Strong hands on experience using Klaviyo to build and optimise campaigns, flows, segments and sign up forms, with deep confidence navigating the platform end to end
• Proven experience in a CRM, lifecycle or customer marketing role, ideally within beauty, wellness, tech or ecommerce
• Excellent copywriting skills, with the ability to write clear, compelling, on brand content across emails, SMS, forms and other customer touchpoints
• Familiarity with review platforms, UGC tools and community spaces such as Reddit, with an instinct for spotting and acting on customer insights
• Strong analytical skills, comfortable interpreting performance data and translating insights into action
• Experience leading segmentation, A/B testing and personalisation strategies to deliver relevant, high performing communications
• Experience mentoring or supporting more junior team members, fostering a high performance, collaborative culture
• Highly organised with strong project management skills, capable of managing multiple campaigns, deadlines and stakeholders in a fast paced environment
• A basic understanding of HTML is advantageous but not essential

Preferred

• A basic understanding of HTML is advantageous but not essential
• Experience mentoring or supporting more junior team members

Benefits

• 25 days holiday (increasing with service) + Holiday Buy scheme
• Auto enrolment pension scheme
• Work from home every Wednesday
• Onsite café, gym and free parking
• Staff discounts across CurrentBody Skin, ZIIP Beauty, and Tria Laser
• Subsidised travel, Cycle to Work, and EV/tech schemes
• Supported studies, employee Assistance Programme and enhanced family leave
• Social events, office brunches and career development opportunities