CRM Manager

The eCom House; Ferndown; On-site; GBP 45,000 - 65,000; Full time

Job summary

The eCom House is partnering with a fast-growing British accessories brand to hire a commercially minded CRM Manager. You will own customer retention, email, SMS and loyalty, turning first-time buyers into loyal customers.

This newly created role offers scope to shape the CRM strategy, build effective customer journeys and drive measurable revenue growth across markets.

Qualifications

• Proven CRM, lifecycle or retention marketing experience in ecommerce or DTC.
• Hands-on Klaviyo experience with campaigns and flows.
• Track record of using CRM to improve retention and revenue.
• Strong analytical skills with data-driven decision making.

Responsibilities

• Develop and deliver the CRM and customer retention strategy across email, SMS and loyalty.
• Own Klaviyo and optimise automated journeys and campaigns.
• Develop customer segmentation and personalised communications.
• Plan, test and optimise campaigns across customer groups and markets.
• Analyse performance to improve conversion, retention and revenue.
• Lead CRM activity for the loyalty programme.
• Collaborate with ecommerce, performance marketing and creative to align the customer experience.

Skills

CRM experience

Retention marketing

Klaviyo expert

Analytical mindset

Ownership & commercial focus

Tools

Klaviyo

Job description

We're partnering with a fast-growing British accessories brand with an established customer base across the UK, USA and international markets.

They're looking for a commercially minded CRM Manager to take ownership of customer retention, email, SMS and loyalty, helping turn first-time buyers into loyal, repeat customers.

This is a newly created role with real scope to shape the CRM strategy, build effective customer journeys and drive measurable revenue growth.

What you'll be doing

• Develop and deliver the CRM and customer retention strategy across email, SMS and loyalty.
• Take ownership of Klaviyo, building and optimising automated customer journeys and campaigns.
• Develop customer segmentation and personalised communications to increase repeat purchases and customer lifetime value.
• Manage campaign planning, testing and optimisation across different customer groups and international markets.
• Analyse performance across email, SMS and automation, identifying opportunities to improve conversion, retention and revenue.
• Lead CRM activity for the customer loyalty programme, driving engagement and repeat purchasing.
• Work closely with eCommerce, Performance Marketing and Creative to deliver a joined-up customer experience.

What we're looking for

• Proven CRM, lifecycle or retention marketing experience within an eCommerce or DTC business.
• Strong, hands-on Klaviyo experience, including campaigns, segmentation and automated flows.
• A track record of using CRM to improve retention, repeat purchasing and commercial performance.
• Confident analytical skills, with experience using data and A/B testing to improve results.
• A proactive, commercially minded approach, with the ability to take ownership and build a CRM function.

Experience with SMS platforms such as Attentive, Shopify, loyalty programmes or international retail markets would be advantageous.

Why this one?

An opportunity to take ownership of a newly created CRM function within an ambitious international brand, with the freedom to shape the strategy, test new ideas and make a tangible impact on customer loyalty and business growth.