Full job description

Your new company

An exciting opportunity has arisen with a fast-growing consumer subscription business that is disrupting a well-established category through innovation, brand strength, and a customer-first approach. With significant growth plans and a strong presence across both ecommerce and retail channels, the business is looking to invest further in customer retention and lifecycle marketing.

Your new role

Reporting into the leadership team, you will take ownership of the CRM and retention strategy, developing a best-in-class customer lifecycle programme that drives engagement, retention, and revenue growth.

Working within a subscription-led environment, you will manage the end-to-end CRM function, using Klaviyo to build and optimise automated customer journeys, improve customer lifetime value, and reduce churn across the customer base.

Key responsibilities will include:

• Owning and executing the CRM and retention roadmap
• Building and optimising lifecycle journeys including welcome, onboarding, post-purchase, win-back and churn-prevention flows
• Managing the email and SMS campaign calendar
• Delivering audience segmentation strategies to ensure highly personalised customer experiences
• Driving improvements in customer retention, subscriber lifetime value and repeat purchase rates
• Developing and managing a CRM testing roadmap, identifying opportunities to improve conversion and engagement
• Analysing campaign and customer performance data and translating insights into actionable recommendations
• Collaborating closely with Growth, Brand and Creative teams to deliver high-performing customer communications

What you'll need to succeed

• Previous CRM or Lifecycle Marketing experience within a DTC ecommerce business
• Experience working in a subscription-based customer model
• Hands-on expertise with Klaviyo is essential
• Strong knowledge of customer journey planning, segmentation and marketing automation
• Experience owning retention, engagement or revenue-focused CRM KPIs
• Commercially minded with the ability to use data to drive decision-making
• Strong stakeholder management and cross-functional collaboration skills
• A proactive, hands-on approach suited to a fast-paced scale-up environment

What you'll get in return

• The opportunity to own and shape the CRM strategy for a high-growth consumer brand
• Significant autonomy and exposure to senior leadership
• A collaborative and entrepreneurial working environment
• Hybrid working and competitive benefits package
• Strong career progression opportunities as the business continues to scale