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CRM & Retention Manager

Job description

CRM & Retention Manager

London (Hybrid – minimum 2 days in-office)
Salary: £40,000
Permanent, full-time

I'm recruiting on behalf of a fast-growing, award-winning D2C food & lifestyle brand for a CRM & Retention Manager to take ownership of customer retention across the business.

This is a hands-on, manager-level role reporting into the Senior Marketing Manager, with no direct reports. The successful candidate will be confident owning CRM end-to-end and acting as a subject-matter expert from day one.

The Role

You’ll be responsible for developing and executing retention strategies across email marketing and loyalty, with a particular focus on evolving a recently relaunched loyalty programme that has strong foundations and clear scope for growth.

Key responsibilities include:

  • Owning CRM and retention strategy across email and loyalty

  • Managing and optimising the loyalty programme to drive engagement and LTV

  • Delivering BAU and campaign-based email marketing across the customer lifecycle

  • Building and optimising automated flows (welcome, birthdays, gifting, reactivation, post-purchase)

  • Using customer segmentation and performance data to inform decisions

  • Reporting on CRM performance, retention metrics and ROI

  • Collaborating with e-commerce, creative and content teams to improve repeat purchase

About You

  • 2+ years’ experience in CRM and/or retention marketing

  • Strong analytical skills with a data-led mindset

  • Hands-on experience with email platforms, automation and segmentation

  • Comfortable owning CRM independently and making strategic decisions

  • Experience with e-commerce and loyalty programmes strongly preferred

  • Familiarity with platforms such as Shopify and Klaviyo is advantageous

Does this soon like your next role or want to hear more about it? Please do reach out!