CRM & Retention Manager

About the role

We’re working with an award-winning digital marketing agency looking for a CRM & Retention Manager to join the team. This award-winning digital performance marketing agency is looking for a CRM and Retention Manager to own lifecycle marketing across a portfolio of eCommerce and DTC brands. This role is focused on driving retention, repeat purchase and long-term customer value through email, CRM and subscription-led strategies.

You will work hands-on across strategy, execution and optimisation, using platforms such as Klaviyo and Recharge.

• Own CRM, email and retention strategy across assigned client accounts
• Plan and execute lifecycle programmes including onboarding, post-purchase, win-back and loyalty
• Build, manage and optimise email campaigns and automated flows in Klaviyo
• Develop segmentation strategies based on customer behaviour and lifecycle stage
• Collaborate with paid media and creative teams to deliver a full-funnel experience
• Analyse CRM performance metrics including open rate, CTR, conversion and revenue contribution
• Identify opportunities to increase LTV, reduce churn and improve retention efficiency
• Present insights and performance updates internally and to clients

Required:

• Proven experience in CRM, email or lifecycle marketing
• Strong hands-on experience with Klaviyo is a MUST
• Experience building and optimising lifecycle flows and segmentation
• Strong copywriting skills for performance-led email
• Analytical mindset with the ability to turn data into action

Desirable:

• Experience working with subscription brands or Recharge
• Shopify and GA4 experience
• Familiarity with retention metrics such as LTV and churn

• Fully remote working within the UK
  - you must be based in the UK
• Opportunity to treat CRM as a core growth channel, not a support function
• Exposure to high-growth eCommerce brands
• Collaborative, performance-led agency culture
• 28 days holiday (inc bank holidays) increasing by 1 each year to a maximum of 33 days
• Private Medical Care
• Flexible hours between 7am-7pm (37.5 hrs per week)
• 2 trips per year
• Monthly socials & 2 company wide trips per year

We are committed to improving diversity, equity and inclusion within the sectors we serve. We encourage applications for this role from all backgrounds and communities and offer equal opportunities to all candidates regardless of race, religion, gender, sexuality, disability, age, and any other protected status. Should you require any reasonable adjustments at any point in the recruitment process we are very happy to discuss and work with you to accommodate these.