Senior CRM Executive

Are you a CRM expert that lives for CLTV?

If you understand the benefit of a good repeat rate, and are passionate about delivering great experiences for existing customers, then read on.

This company is on a mission to challenge the taboos around the natural transformations that a woman’s body goes through. They've built a business that tens of thousands of women love, selling skincare and solutions to help at every stage of their lives.

• They make taboo-busting body care for problems no one likes to talk about.
• They make empowering products that celebrate women’s bodies at every stage.
• They champion women’s health
• More than anything, they create products that actually work.

Their next big challenge is harnessing that passion to fuel ambitious future growth plans. Focusing on customer lifetime value and repeat rate, they're looking for a dedicated CRM Manager that can work with their leadership team and feed up into our strategy, as well as execute at a tactical level to deliver the emails, improve the unboxing experience, and give their amazing customers the experience they deserve - whether they’re buying directly from the website or through one of their retail partners.

You won’t be starting from scratch though - they’ve got existing automation flows, retention strategies, a strong brand identity and an amazing catalogue of content that their community really engage with. On top of that they’ve got a brilliant and passionate team

So if that sounds like an opportunity you’d like to explore, and you know how to grow customer lifetime value - preferably in an e-commerce environment focused on engaging customers, building community, and finding genuine reasons to keep folks coming back time and time again - then this could be a great fit for you.

Completely owning the ‘Existing Customer’, you’ll be responsible for driving business growth by ensuring their amazing community continues to use their products. Second order rate, time between purchases, CLTV, subscription churn, referral rate - you’ll be responsible for improving all their existing customer success metrics through the tactics and strategy you’ll define.

Optimising how they communicate with customers, from capturing as many customers as possible through our retail partners to owning their list hygiene processes and driving up deliverability, it’ll be your job to increase the reach of their marketing comms through a combination of testing, best practice and creative thinking.

Owning all existing customer marketing communications across multiple touch points. Whether it’s email, SMS, on-site, or the physical unboxing experience, you’ll own everything - from new product launches to educational blog posts. You’ll bring bags of compelling copy, irresistible CTAs and A/B test ideas with you to really drive their click through rate, as well as the organisational ability to plan your campaign calendar weeks ahead of time.

Improving their subscription offering to address customer pain points and reduce churn. They have not really focused on their subscription system in the past, and they would like this person to change that by rolling out the red carpet and giving their subscribers the premium experience they deserve.

Building and owning automation flows that entertain, educate and engage to guarantee that their customers are getting the most from their purchases. You’ll be responsible for constantly monitoring, testing and optimising their complex automation flows as a key part of improving the company's retention metrics. That’s everything from their welcome and product-specific onboarding series, to their reactivation and retention flows.

Feeding into the bigger marketing and business strategies to make sure that the existing customer experience is represented at every stage, from awareness campaigns to B2B partnerships. This is a small team, and you’ll have direct contact with the Head of Growth & our CEO to share your big ideas on everything retention.

• You’ll have around 5 year’s experience in CRM, with a proven track record of driving up customer lifetime value metrics
• You’re data-driven, using performance…