CRM & Retention Manager

Role Overview

• Develop and execute the overarching retention and lifecycle strategy
• Build frameworks that increase engagement, reduce churn, and drive LTV
• Take full ownership of the customer journey across all touchpoints
• Manage CRM channels end-to-end (Email & SMS)
• Build and optimise automated lifecycle flows
• Deliver high-performing weekly campaigns that educate, convert, and engage
• Analyse customer behaviour, churn trends, and campaign performance
• Translate data into clear actions and opportunities for growth
• Define and track key retention metrics and KPIs
• Work closely with Growth, Product, Brand, and Creative teams
• Embed retention thinking into product launches, campaigns, and messaging
• Align lifecycle strategy with broader brand and growth initiatives
• Continuously test segmentation, messaging, and campaign structure
• Improve attribution, reporting, and performance tracking
• Drive a culture of experimentation and continuous improvement
• Contribute to shaping the overall customer experience beyond CRM
• Identify friction points and opportunities across the journey

Requirements

• 2+ years’ experience in CRM, lifecycle, or retention marketing within a DTC or eCommerce brand
• Proven experience building lifecycle strategies and automated flows
• Strong understanding of:
• Segmentation and personalisation
• Attribution and reporting
• Churn reduction and LTV growth
• Hands-on experience with tools like Klaviyo, Attentive, or similar
• Highly analytical with the ability to turn data into action
• Strong communicator, comfortable working cross-functionally
• Proactive, fast-moving, and comfortable in a high-growth environment

Benefits

• Fully remote role
• High ownership role with real impact on growth
• Opportunity to shape retention strategy in a scaling brand
• Fast-paced environment with strong progression opportunities