Responsibilities

• Build our retention programme: map the journey from first hire to regular customer, identify where customers drop away and put practical improvements in place
• Create onboarding, second-order, repeat-hire and win-back journeys. Combine useful emails with timely prompts for sales contact, adapting contact to customers’ likely needs and buying patterns
• Identify customers at risk of churning and develop retention approaches with the Sales team
• Help move customer data and processes from Pipedrive into HubSpot, working with the wider team to create and maintain clean records, useful fields, lifecycle stages and reliable connections to hire activity
• Capture customer feedback and recommend improvements to their experience to the wider business
• Build retention and customer experience reporting, track performance and identify opportunities for further improvement
• Run experiments to optimise retention performance through continuous improvement of journeys, messaging, content and timing
• Run ad hoc customer campaigns to keep Hyra front of mind, such as newsletters and seasonal communications
• Support the acquisition strategy by building flows for lead nurture and lost leads

Requirements

• Previous startup or scale-up experience in B2B tech or services
• 3+ years of experience with marketing automation platforms and CRM
• Confident with segmentation, mapping customer journeys, developing content, building automations, campaigns and reports. Hands-on HubSpot experience strongly preferred
• Advanced AI user with experience of building agentic systems and workflows for marketing
• Can demonstrate commercial impact of your work on retention, pipeline etc.
• A customer-centric approach that improves customer experience and satisfaction
• Data-driven and insight-led approach to defining strategy and plans
• Experimental with a learning mindset
• A clear writer who can make communications feel relevant and personal
• Collaborative approach working with other functions, especially the Sales teams

Preferred

• Experience of hire or the construction sector
• Prior CRM migration experience, particularly Pipedrive to HubSpot
• Experience delivering retention improvements beyond marketing, especially through sales and marketing alignment (i.e. Revenue Operations)

Benefits

• 25 days holiday per year (pro rata)
• Pension plan with employer contributions
• Inclusion in the Company Healthcare scheme and Life Insurance scheme after six months
• Open to part-time applications (3-4 days) from experienced Customer Marketing or Revenue Operations Managers
• Company pension
• Cycle to work scheme
• Life insurance
• Private medical insurance