CRM Manager - Dynamic eCommerce Brand

at  Caramel Talent

OVERVIEW:

Exciting opportunity to join a rapidly growing e-commerce brand as a CRM Manager. This role is pivotal in enhancing customer retention through innovative CRM strategies across email, SMS, subscriptions, and mobile app channels. The brand fosters a fast-paced, start-up culture that values problem-solving, analytical thinking, and a hands-on approach.

REQUIREMENTS:

• Minimum of 1 year of experience in a CRM-focused role, preferably within an e-commerce environment.
• Proficiency in CRM platforms, particularly Klaviyo, and familiarity with Shopify.
• Strong analytical skills, with the ability to interpret data and translate it into actionable strategies.
• Excellent problem-solving abilities and a proactive, can-do attitude.
• Strong leadership skills, with experience managing or mentoring junior team members.
• A background in health and wellness is a plus, but a quick learner with a strong intellect and critical thinking skills will also be considered.
• Ability to work in a fast-paced, dynamic environment with a start-up mentality.

ROLE:

We are seeking a strategic and analytical CRM Manager with at least 1 year of experience to join our London-based team. The ideal candidate will have a strong understanding of CRM tools, particularly Klaviyo, and a proven ability to drive customer engagement and retention. You will be responsible for shaping and executing CRM strategies, managing internal teams, and collaborating with external partners to ensure the brand’s growth targets are met.

KEY RESPONSIBILITIES:

• CRM Strategy Development: Own and develop comprehensive CRM strategies across email, SMS, subscription models, and the app to drive customer retention and increase lifetime value.
• Collaboration with Agencies: Work closely with our email marketing agency, leveraging their technical expertise to inform strategic decisions and drive successful campaigns.
• Internal Team Management: Lead and manage a small in-house team of designers and copywriters, ensuring that all CRM content is aligned with brand guidelines and optimised for performance.
• Campaign Ownership: Oversee the planning, execution, and performance analysis of all CRM campaigns, ensuring alignment with broader marketing initiatives.
• Performance Monitoring: Utilize analytics tools to track key CRM metrics, such as revenue contribution and unsubscribe rates, and adjust strategies to optimise results.
• Problem-Solving: Address and resolve any issues within the CRM workflow, ensuring that all processes run smoothly and efficiently.
• Leadership: Act as a natural leader within the team, providing direction, support, and mentorship to less experienced team members.