CRM Lead

3Search; Greater London; Sur place; GBP 65 000 - 75 000; Plein temps

Avantages offerts par ce poste

Competitive salary

Performance-related bonus

25 days annual leave

Hybrid working

Flexible hours

Direct access to founders

Résumé du poste

3Search in London is seeking a CRM & Retention Lead to own the subscription lifecycle end-to-end, driving churn reduction and sustained revenue growth.

You will design onboarding, activation, and post-purchase journeys across email and SMS, use segmentation and data insights to personalise messaging, and collaborate with founders, Growth, Product and Customer teams to embed retention thinking across the customer experience.

Qualifications

• Proven experience owning subscription retention in a D2C or eCommerce business.
• A strong grasp of churn cohorts, subscriber LTV and levers that move them.
• Hands-on expertise across CRM, email and SMS automation and lifecycle marketing.
• Experience with Shopify and subscription platforms (Recharge/Skio).
• Data-driven mindset with a track record of tests and commercial trade-offs.
• Clear, compliant communication of product benefits in a regulated health space.

Responsabilités

• Own the CRM and retention strategy end to end, improving churn and growth.
• Build and optimise onboarding, early engagement, pre-churn, pause-and-save and win-back journeys.
• Create education-led communications to set expectations and motivate customers.
• Personalise messaging across email, SMS and other channels using data insights.
• Grow referral and advocacy to drive revenue and acquisition.
• Collaborate with founders, Growth, Product and Customer teams to embed retention thinking.

Connaissances

CRM & retention

Lifecycle marketing

Data analysis

A/B testing

Stakeholder collaboration

Outils

Klaviyo

Shopify

Recharge

Skio

Description du poste

CRM & Retention Lead

£65,000 – £75,000

London (3 days on site)

Our client is a fast-growing, science-led health and wellness brand helping customers build healthier long-term habits. Backed by years of research and a strong product with proven demand, they’ve built a loyal customer base across the UK and US and are now scaling quickly.

Their product is designed for consistent, long-term use, and customers typically see the biggest benefits after the first few months. That makes retention the most important commercial lever in the business. Keeping customers engaged, informed, and confident through those early months is what turns a first order into a lasting subscription. This is a chance to build the retention function at an early, high-growth stage, with real influence over how the brand grows.

What you’ll do

• Own the CRM and retention strategy end to end, including churn reduction, subscriber LTV and the full lifecycle programme.
• Build and optimise the core subscription journeys: onboarding, early-stage engagement, pre-churn intervention, pause-and-save, win-back and post-purchase.
• Create education-led communications that set the right expectations and keep customers motivated through their journey.
• Use segmentation, behavioural data and customer feedback to personalise across email, SMS and other owned channels, with clear accountability for repeat revenue.
• Grow referral and advocacy, turning happy customers into a key acquisition channel.
• Work closely with the founders, Growth, Product and Customer teams to embed retention thinking across the whole customer experience.

What we’re looking for

• Proven experience owning subscription retention in a D2C or eCommerce business, ideally within health, wellness, supplements or personal care.
• A strong grasp of churn cohorts, subscriber LTV, and the levers that move them.
• Hands-on expertise across CRM, email and SMS automation and lifecycle marketing ([Klaviyo / client to confirm stack]).
• Experience with Shopify and subscription platforms ([Recharge / Skio / client to confirm]).
• A data-driven mindset: comfortable interrogating performance, running tests and making commercial trade-offs.
• Confidence communicating product benefits clearly and compliantly within a regulated health and wellness space.
• Strategic but hands-on, happy to build the roadmap and then deliver it in a lean, fast-moving team.

Benefits

• Competitive salary plus performance-related bonus.
• 25 days annual leave plus bank holidays.
• Hybrid working and flexible hours.
• Full ownership of the CRM and retention function, with the freedom to set the strategy and build it your way.
• A role with real, visible impact, where your work directly shapes subscriber growth and revenue.
• Direct access to the founders and a seat at the table on key commercial decisions.
• The chance to join a talented, ambitious team at a pivotal stage of growth.
• Genuine progression as the business and the CRM function scale.