CRM & Retention Lead - 12-month contract

We’re working with an award-winning digital performance marketing agency who work with ecommerce and DTC brands, looking for a CRM & Retention Lead to join the team on a 12 month contract.

About the role

This award-winning digital performance marketing agency is looking for a CRM and Retention Lead to own CRM, email and retention strategy across a portfolio of eCommerce and DTC brands.  This role is focused on lifestyle marketing, customer retention, repeat purchase and long-term revenue growth. You will work hands-on across strategy, execution and optimisation, building and optimising CRM programmes using platforms such as Klaviyo and Recharge, making sure email activity drives customer engagement, repeat purchases and customer value. This is a hands-on, performance led role working from strategy all the way through to execution, aligning with Paid Media and working closely with Creative and Client Services teams. This is a remote working, UK based role, on a 12 month contract to start in November/December.

Key responsibilities

• Own CRM, email and retention strategy across assigned client accounts
• Plan and execute lifecycle programmes including onboarding, post-purchase, win-back and loyalty
• Plan and execute promotional, campaign and BAU email calendars aligned to commercial priorities.
• Build and deploy email campaigns and flows in Klaviyo, including testing and iteration.
• Develop segmentation strategies based on customer behaviour and lifecycle stage
• Collaborate with paid media and creative teams to deliver a full-funnel experience
• Analyse and report on CRM performance metrics including open rate, CTR, conversion, repeat purchase rate and revenue contribution
• Identify opportunities to increase LTV, reduce churn and improve retention efficiency
• Present insights and performance updates internally and to clients
• Join relevant client calls to present CRM strategy, lifecycle planning and performance insights.
• Act as a subject-matter expert in email, CRM and retention marketing.

Skills and experience

Required:

• Minimum 5 years’ experience in CRM, email or lifecycle marketing
• Strong hands-on experience with Klaviyo is a MUST – please do not apply if you do not have Klaviyo experience
• Experience building and optimising lifecycle flows and segmentation
• Strong copywriting skills for performance-led email
• Analytical mindset with the ability to turn data into action

Desirable:

• Experience working with Recharge or subscription-based brands
• Shopify and GA4 experience
• Familiarity with retention metrics such as LTV and churn
• Experience collaborating with Paid Media teams on full-funnel strategy

What’s on offer

• Fully remote working within the UK
• Opportunity to treat CRM as a core growth channel, not a support function
• Exposure to high-growth eCommerce brands
• Collaborative, performance-led agency culture
• 28 days holiday (inc bank holidays) increasing by 1 each year to a max of 33 days.
• Private Medical Care
• Flexible hours between 7am-7pm (37.5 Hrs per week)
• Monthly socials & 2 company wide trips per year

Our Commitment to Diversity

We are committed to improving diversity, equity and inclusion within the sectors we serve. We encourage applications for this role from all backgrounds and communities and offer equal opportunities to all candidates regardless of race, religion, gender, sexuality, disability, age, and any other protected status. Should you require any reasonable adjustments at any point in the recruitment process we are very happy to discuss and work with you to accommodate these.