Responsibilities

• Client ownership: Act as the primary day-to-day contact for assigned clients, building trusted relationships and developing a detailed understanding of their business, customers, commercial objectives and priorities
• Client meetings: Plan and lead regular status calls, performance reviews, quarterly business reviews and strategic workshops. Prepare agendas, guide discussion and document decisions, actions, owners and deadlines
• CRM planning: Translate client objectives and trading priorities into clear CRM roadmaps, campaign calendars, testing plans and prioritised actions
• Communication: Provide clear and timely updates on delivery, performance, dependencies, risks and next steps, ensuring expectations are managed throughout each workstream
• Strategic guidance: Present recommendations, explain platform and performance considerations clearly, and constructively challenge clients when a different approach would deliver a stronger outcome
• Issue resolution: Identify concerns early, take ownership of the response and coordinate practical solutions with internal specialists and client stakeholders
• Retention and growth: Demonstrate ongoing value, identify opportunities to expand or improve CRM activity and support the retention and development of client relationships
• Hands-On CRM and Email Execution:
• - Campaign production: Build, format, test, schedule and deploy email and SMS campaigns directly within Klaviyo, Dotdigital and Braze, using supplied creative or working from approved briefs and templates
• - Automation and lifecycle journeys: Create, maintain and optimise automated programmes including welcome, browse abandonment, basket abandonment, post-purchase, replenishment, win-back, re-engagement and retention journeys

Requirements

• Customer success and account management: Proven experience managing client relationships in an agency, consultancy, CRM, SaaS or digital marketing environment
• Hands-on platform experience: Practical experience building and deploying campaigns and automations in at least one of the following platforms, Klaviyo, Dotdigital or Braze. Evidence of direct platform execution is essential
• Email and lifecycle marketing: Strong knowledge of campaign delivery, automated journeys, segmentation, personalisation, testing, customer lifecycles and optimisation
• Client meeting leadership: Confidence in client status meetings, performance reviews and strategic sessions, with strong presentation, facilitation and follow-up skills
• Quality assurance: A rigorous approach to testing audiences, content, links, tracking, logic and customer journeys before launch
• Data and reporting: Ability to interpret CRM performance, identify useful insights and translate analysis into focused recommendations
• Commercial awareness: Ability to connect CRM activity to business outcomes while managing scope, time, priorities
• Communication: Excellent written and verbal communication, with the ability to make technical or performance detail clear to different audiences
• Organisation: Strong project management and prioritisation skills, with the ability to manage several clients, campaigns and deadlines at once
• Ownership: A proactive, solutions-focused approach and clear personal accountability for both client experience and delivery quality

Preferred

• Experience working with eCommerce, retail, subscription or consumer brands
• Experience delivering SMS, mobile push, loyalty or wider cross-channel lifecycle activity
• Knowledge of deliverability, consent, preference management and responsible customer data use
• Experience working with HTML email templates, data integrations, tracking or dynamic product content
• Agency experience managing and executing work across multiple client accounts