A standout CRM & Retention Manager opportunity for a lifecycle marketing specialist ready to own retention as a genuine revenue channel, not just execute campaigns. A female-founded, purpose-driven intimates brand is hiring a CRM & Retention Manager to take full ownership of retention and lifecycle marketing as a core commercial channel. This is a scaling, mission-led ecommerce business that is redefining everyday intimate essentials for a new generation — combining a bold brand narrative with a real commitment to reducing the environmental footprint of everyday garments. The CRM & Retention Manager will sit at the heart of the customer experience, with direct accountability for lifetime value, repeat purchase rate and retention performance. This is a role with real autonomy and progression on offer. It is ideal for someone who has already run CRM end-to-end and is now looking for greater ownership, commercial impact and a clear path to grow within a fast-moving team. The Role at a Glance Reporting to the Ecommerce Director, you will own the CRM channel from strategy through to execution and reporting. You will treat email, SMS and loyalty as owned revenue channels in their own right, building the lifecycle journeys, segmentation and testing roadmap that drive measurable, incremental growth. What You'll Own
- The CRM channel as a core revenue driver, with accountability for retention, LTV and repeat purchase rate
- End-to-end lifecycle journeys (welcome, post-purchase, winback, replenishment, browse abandon) underpinned by a clear testing roadmap
- Advanced segmentation and personalisation, ensuring the right message reaches the right customer at the right moment
- The campaign calendar across email and SMS, aligned to trading moments and product launches
- List growth strategy, including on-site opt-in optimisation, acquisition flows and subscriber health
- Email deliverability end-to-end: sender reputation, list hygiene, suppression management and inbox placement
- SMS as a first-class owned channel with its own strategy, automation flows and performance targets
- The loyalty programme strategy, including points, VIP tiers, referral mechanics and re-engagement
- The CRM and martech stack, from platform evaluation through to implementation oversight and optimisation
- Cohort analysis, LTV modelling and CRM dashboards that translate data into actionable growth opportunities
- Relationships with external agencies, freelancers and platform vendors, owning scope, briefing and QA
- A strong foundation in CRM and lifecycle marketing, with proven experience owning CRM as a revenue channel rather than simply running campaigns
- Hands-on experience with email and SMS platforms such as Klaviyo
- A solid grasp of email deliverability best practice and list health management
- A track record of growing a CRM subscriber base, not just maintaining one
- Confidence working with data — comfortable with cohort analysis, LTV modelling and building reports that shape strategic decisions
- Familiarity with martech evaluation and platform management; you know what good looks like and can advocate for the right stack
- Experience managing loyalty and retention programmes
- A commercial mindset focused on measurable growth, plus the drive to take ownership in a small, fast-paced team
- 25 days' holiday plus bank holidays
- Pension with 4% employer contribution
- Private medical insurance with Bupa Select, plus life insurance
- Salary sacrifice dental insurance
- Quarterly product allowance and monthly team lunches
- Training, development and personal enrichment opportunities, plus volunteering days
- Hybrid working (three days in the London office)
Vacancy posted 9 days ago
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