CRM & Loyalty Executive

Confidential; Greater London; Hybrid; GBP 35,000 - 50,000; Full time

Benefits offered by this job

Hybrid working model

Exposure to senior leadership

Career progression opportunities

Competitive salary package and perks

Job summary

Confidential in London is seeking a CRM & Loyalty Executive to own lifecycle marketing initiatives across the customer journey, driving retention and loyalty. You’ll collaborate with marketing, product and customer experience to improve CLV and reduce churn.

Responsibilities include managing post-purchase journeys, onboarding, win-back campaigns and loyalty programme optimisation while delivering actionable reports for senior leadership.

Qualifications

• Experience in CRM, lifecycle marketing, retention or email marketing.
• Comfort with customer data, reporting and spreadsheets.
• Excellent communication and stakeholder management skills.
• Proactive mindset focused on retention, loyalty and lifecycle marketing.
• Experience in D2C, retail, eCommerce, beauty, wellness or subscription businesses is a plus.

Responsibilities

• Manage post-purchase journeys, onboarding programmes and win-back campaigns.
• Support subscription lifecycle communications and retention optimisation.
• Develop cancellation prevention and customer save strategies.
• Use feedback, service data and behavioural insights to identify improvement opportunities.
• Build targeted lifecycle campaigns based on customer segmentation.
• Support development and optimisation of the loyalty programme, including rewards and tiers.
• Produce regular performance reports with insights on retention and lifetime value.

Skills

CRM platforms

Lifecycle marketing

Email marketing

Data analysis

Stakeholder management

Tools

Klaviyo

Job description

Your New Role

As CRM & Loyalty Executive, you will take ownership of key lifecycle marketing initiatives across the customer journey, helping improve retention, engagement and loyalty. Working closely with teams across marketing, product and customer experience, you will support strategies designed to increase customer lifetime value and reduce churn.

Key responsibilities include:

• Managing post-purchase customer journeys, onboarding programmes and win-back campaigns.
• Supporting subscription lifecycle communications and helping optimise customer retention.
• Developing cancellation prevention and customer save strategies.
• Using customer feedback, service data and behavioural insights to identify opportunities for improvement.
• Building targeted lifecycle campaigns based on customer segmentation.
• Supporting the development and optimisation of the loyalty programme, including rewards, tiers and customer incentives.
• Producing regular performance reports and providing insights on retention, loyalty and customer lifetime value.

What You’ll Need to Succeed

To be successful in this role, you will have experience within CRM, lifecycle marketing, retention or email marketing and be keen to develop your expertise within customer loyalty and retention strategy.

You will also have:

• Experience using CRM or email marketing platforms such as Klaviyo or similar.
• Strong analytical skills with confidence working with customer data, reporting and spreadsheets.
• Excellent communication and stakeholder management skills.
• A proactive mindset with a genuine interest in customer retention, loyalty and lifecycle marketing.
• Experience within a D2 C, retail, eCommerce, beauty, wellness or subscription business would be advantageous.

What You’ll Get in Return

• Hybrid working model.
• Genuine ownership and exposure to senior leadership.
• Opportunity to shape and develop customer retention initiatives.
• Career progression within a high-growth consumer business.
• Competitive salary package and additional employee perks.