CRM, Loyalty and Lifecycle Manager

Salary up to £60,000 + Excellent Benefits

Are you a CRM and loyalty specialist who knows how to turn customer insight into stronger engagement, repeat purchase and long-term brand advocacy?

Fella & Jones is partnering with one of the UK’s fastest-growing premium consumer brands to appoint a CRM Lifecycle & Loyalty Manager. This is a high-impact opportunity to take ownership of two of the business’s most important growth drivers: lifecycle CRM and customer loyalty.

You’ll shape the complete customer journey, from acquisition and first purchase through to retention, re-engagement and VIP advocacy. The business currently uses Antavo, so previous experience working with the platform would be particularly beneficial.

Reporting to the Head of Growth and collaborating with the wider Digital and CRM teams, you’ll own the strategy, development and optimisation of the brand’s automated customer journeys while driving the continued evolution of its loyalty programme.

This is a visible and commercially important role for someone who combines strategic thinking with hands‑on delivery. You’ll be equally comfortable building sophisticated Klaviyo automations, developing an Antavo‑powered loyalty roadmap and presenting recommendations to senior leadership.

• The strategy and ongoing development of the brand’s lifecycle CRM and loyalty programmes.
• Automated customer journeys across Welcome, Browse and Cart Abandonment, Post-Purchase, Subscription, Win-back and VIP.
• Advanced Klaviyo flows, triggers, automation logic and personalisation.
• The development and optimisation of the Antavo loyalty platform.
• Loyalty performance, including member acquisition, engagement, points economics, rewards and tier structure.
• Customer segmentation, working closely with Ecommerce and Data teams to improve relevance and accuracy.
• Communications across the entire lifecycle and loyalty journey.
• Relationships with Antavo, other technology providers and external partners.

You’ll bring proven experience owning and developing lifecycle marketing and loyalty programmes within a consumer‑facing business. You’ll be commercially minded, data‑led and confident taking a programme from strategic roadmap through to hands‑on execution.

Ideally, you’ll have:

• Strong experience across CRM, lifecycle marketing and customer loyalty.
• Experience using Antavo is highly desirable and would be a significant advantage.
• Experience managing or evolving a loyalty or membership programme.
• A strong understanding of rewards, points economics, tiers, segmentation and personalisation.
• Experience using AI tools to improve marketing effectiveness and productivity.
• A background in ecommerce, DTC, FMCG, retail, food or drink would be advantageous.

• A salary of up to £60,000 plus an excellent benefits package.
• Flexible hybrid and remote working, ideally with four days per month in London.
• Genuine ownership of the brand’s lifecycle CRM and loyalty strategy.
• The opportunity to make a significant commercial impact in a high-growth business.
• A collaborative, entrepreneurial culture with ambitious expansion plans.

If you’re passionate about customer retention, loyalty and creating exceptional customer experiences, and have experience using Antavo, we’d particularly love to hear from you.