Belfast-Based CRM & Retention Architect (AI-Driven)

Story Terrace Inc.; Belfast City District; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Device lease for employees

Stock options for all employees

Private Medical Insurance

L&D budget

Hybrid setup in Belfast office

33 days off (25 days + 8 bank holidays

Enhanced parental leave

Nursery support

Job summary

Raylo is seeking a founding member of the retention function in Belfast to lead customer lifecycle initiatives. You will own end-to-end retention journeys across email, SMS, push and in-app, collaborating with Product, Engineering and Risk Strategy to maximise ARR and lifetime value.

You will build scalable processes, ship high-impact campaigns, and leverage AI tools to automate flow creation, testing and optimization. A strong data mindset and cross-functional collaboration are essential.

Qualifications

• 3+ years in CRM, lifecycle or retention marketing.
• Proven track record owning retention/renewal/upgrade programs with measurable impact.
• 3+ years hands-on with a Customer Engagement Platform (e.g., Customer.io, Braze).
• Experience building multi-channel campaigns (email, SMS, push, in-app).
• Strong data skills including pulling data from SQL-like sources and building dashboards.

Responsibilities

• Own the retention roadmap end-to-end: upgrade, renewal, churn-reduction and win-back journeys.
• Master the CRM platform with multi-channel campaigns and rigorous reporting.
• Embed customer segmentation & personalisation in collaboration with Analytics & Product.
• Own numbers: dashboards and retention metrics (NDR, ARR).
• Build new programmes: win-back, reactivation, app-based journeys and loyalty initiatives.
• Apply AI to optimize flows, copy, segmentation and QA.

Skills

CRM marketing

Retention campaigns

Data analysis

AI tools

Cross-functional collaboration

Education

Degree level education

Tools

Customer.io

Looker/Lightdash

BigQuery

Liquid templating

Braze/Iterable/Klaviyo

Job description

Raylo is seeking a founding member of the retention function in Belfast to lead customer lifecycle initiatives. You will own end-to-end retention journeys across email, SMS, push and in-app, collaborating with Product, Engineering and Risk Strategy to maximise ARR and lifetime value.

You will build scalable processes, ship high-impact campaigns, and leverage AI tools to automate flow creation, testing and optimization. A strong data mindset and cross-functional collaboration are essential.