CRM Growth Lead – DTC & Subscriptions (London Hybrid)

Harmonic Operations™ | Certified B Corp; Greater London; Hybrid; GBP 75,000 - 110,000; Full time

Job summary

Harmonic seeks a Senior CRM Manager for London to own the CRM and retention strategy across the full customer lifecycle, focusing on engagement, repeat purchase, subscription, retention and LTV.

You will develop and optimise the CRM roadmap across email, lifecycle marketing, segmentation, personalisation, automation and customer journeys, working with Ecommerce, Performance and Brand, while mentoring a junior CRM analyst.

Qualifications

• Strong CRM, lifecycle, retention or customer marketing experience within DTC, ecommerce or consumer scaleup.
• Experience with Klaviyo flows, campaigns, segmentation, automation and reporting.
• Strong analytical and commercial mindset with ability to turn customer data into growth opportunities.

Responsibilities

• Own the CRM, lifecycle and retention strategy across acquisition, onboarding, engagement, conversion, repeat purchase, subscription and reactivation.
• Develop and optimise automated customer journeys across the full lifecycle, including welcome, abandoned basket, post-purchase, replenishment, subscription, cross-sell, upsell, win-back and lapsed flows.
• Own CRM campaign planning across email, SMS and other relevant channels.
• Develop customer segmentation and personalisation strategies using behavioural, transactional and engagement data.
• Drive subscription growth, customer retention, repeat purchase and customer lifetime value.
• Analyse customer cohorts, purchasing behaviour and CRM performance to identify commercial opportunities.
• Lead A/B testing across messaging, creative, offers, frequency, segmentation and journeys.
• Own CRM reporting, KPIs and performance analysis across revenue, engagement, retention, repeat rate, churn and LTV.

Skills

CRM strategy

Lifecycle marketing

Klaviyo

A/B testing

Segmentation

Analytics

Team mentoring

Ecommerce

Subscription marketing

Campaign planning

Tools

Klaviyo

Shopify

Job description

Harmonic seeks a Senior CRM Manager for London to own the CRM and retention strategy across the full customer lifecycle, focusing on engagement, repeat purchase, subscription, retention and LTV.

You will develop and optimise the CRM roadmap across email, lifecycle marketing, segmentation, personalisation, automation and customer journeys, working with Ecommerce, Performance and Brand, while mentoring a junior CRM analyst.