CRM & Digital Retention Manager

CRM & Digital Retention Manager

- £0 - £-2

- Permanent

- London Area

- Ref: 9318

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About the Business

A fast-scaling, DTC-led consumer goods brand with strong growth across eCommerce, subscription, and retail in the UK & US.

With continued investment into digital, the business is now focused on maximising customer lifetime value and retention, making CRM a key commercial growth driver.

The Role

We’re hiring a CRM & Digital Retention Manager to take full ownership of the retention function across email and SMS.

This is a hands-on, commercially focused role with direct impact on:

• LTV
• repeat purchase rate
• subscriber retention

You’ll be responsible for building, optimising, and scaling the entire CRM and lifecycle strategy.

Key Responsibilities

• Own the CRM roadmap across email and SMS
• Build and optimise lifecycle journeys (welcome, onboarding, repurchase, winback, loyalty)
• Develop segmentation and personalisation strategies across the customer base
• Plan, execute, and optimise campaigns and automated flows
• Own subscription and retention performance, including churn reduction
• Run structured A/B testing and analyse cohort performance
• Build reporting dashboards and use data to drive continuous improvement
• Collaborate with eCommerce, creative, and marketing teams to align CRM with wider growth strategy

Ideal Profile

• 3–5+ years’ experience in CRM / lifecycle marketing within DTC, eCommerce, or consumer brands
• Strong hands-on experience with platforms like Klaviyo
• Proven track record improving LTV, retention, and repeat purchase
• Analytical mindset with the ability to turn data into actionable insight
• Commercially driven — focused on revenue and performance metrics
• Organised, proactive, and comfortable owning a function end-to-end