Responsibilities

• CRM Campaign Delivery - Support the planning and delivery of email and SMS activity across 6–8 e-commerce brands - Build, schedule and launch campaigns within Klaviyo - Support the creation and optimisation of automated email flows - Build and manage customer segments to ensure campaigns reach the right audiences - Maintain promotional and CRM calendars across assigned accounts - Ensure campaigns are delivered accurately and on schedule Klaviyo & CRM Management - Work hands-on within Klaviyo across campaigns, flows, segmentation and reporting - Support the ongoing management and optimisation of existing flow architecture - Identify opportunities to improve customer journeys and lifecycle communications - Assist with testing different audiences, messaging, offers and send strategies - Support troubleshooting and basic integrations where required Briefing & Quality Assurance - Brief internal copywriters, designers and email specialists on upcoming campaigns - Coordinate assets and ensure campaigns are ready ahead of scheduled launch dates - QA emails and SMS campaigns before launch, including links, copy, design, segmentation and technical setup - Maintain consistently high standards across every account Performance & Optimisation - Monitor key CRM metrics including revenue, conversion rate, click rate, flow performance and repeat purchase behaviour - Produce regular performance reporting across assigned accounts - Identify trends, opportunities and underperforming campaigns - Support the Head of Retention in turning performance data into actionable recommendations - Contribute ideas for improving campaigns, flows and customer journeys Client & Account Support - Support client planning sessions and performance reviews - Prepare campaign calendars, reporting and recommendations for client meetings - Communicate clearly with clients and internal stakeholders on campaign progress and requirements - Develop the confidence and commercial understanding to take greater ownership of accounts over time Cross-Functional Collaboration - Work closely with copywriters, designers and email specialists to deliver campaigns - Collaborate with performance marketing and creative teams to ensure CRM activity aligns with wider brand activity - Share learnings and best practices across the retention team Success Looks Like Within your first 12 months: - Campaigns and flows are consistently delivered accurately and on time - You can confidently manage day-to-day Klaviyo activity across multiple brands - Email and SMS performance improves through regular testing and optimisation - You understand the commercial impact of CRM beyond individual campaign metrics - Clients and internal teams trust you to manage CRM activity effectively - You begin taking greater ownership of account planning and retention strategy - You're developing towards becoming a strong CRM and retention specialist

Requirements

• 1–2 years of experience within CRM, email marketing or retention marketing
• Hands-on experience using Klaviyo within an e-commerce environment
• Good understanding of email campaigns, automated flows and customer segmentation
• Experience working with e-commerce or DTC brands
• Comfortable analysing campaign performance and using data to make recommendations
• Strong organisation and attention to detail
• Confidence managing multiple campaigns, deadlines and priorities simultaneously
• Clear written and verbal communication skills
• A proactive mindset and willingness to learn
• Comfortable working independently while collaborating closely with a wider team

Preferred

• Bonus Points
• Experience with SMS marketing
• Experience with Shopify
• Experience with A/B testing and campaign optimisation
• Exposure to beauty, fashion, health, wellness, food & beverage or lifestyle brands
• Experience working across multiple brands or accounts
• Familiarity with other CRM or email platforms
• Experience using AI tools to support CRM workflows and analysis
• Experience with Klaviyo within an e-commerce environment

Benefits

• 26 Days Annual leave entitlement
• Work with established e-commerce brands with real budgets and ambition
• Focus on strategy - you have a dedicated team to execute
• Fully remote (UK-based) with flexible hours
• Clear progression path over 6,12 and 18 months as the retention function scales
• Supportive, high-performance culture that values work-life balance