CRM Manager

ThriveCart; Greater London; On-site; GBP 65,000 - 90,000; Full time

Job summary

ThriveCart seeks an experienced CRM Manager to lead lifecycle marketing and data-driven customer journeys across onboarding to win-back. Youll shape engagement, retention, and churn reduction, building segments and automated programs that align with product usage and subscription status.

Collaborate with Product, Marketing, Customer Success, and Data to deliver a cohesive experience, while ensuring GDPR compliance and scalable CRM practices.

Qualifications

• Significant experience in CRM, lifecycle, or retention marketing, ideally within a SaaS or subscription business.
• Track record of building CRM strategy - not just executing email campaigns.
• Strong understanding of subscription lifecycles and CRM's role in retention and churn reduction.
• Experience building automated journeys, behavioral triggers, and customer segmentation.
• Strong grasp of email strategy: deliverability, personalization, experimentation, and optimization.
• Comfortable using customer, behavioral, and product data to inform decisions.
• Experience with CRM, marketing automation, and customer engagement platforms.
• Strong analytical skills, with the ability to turn performance data into actionable recommendations.
• Experience collaborating across Product, Customer Success, Marketing, and Data.
• Commercial mindset - understands how CRM drives retention, lifetime value, and growth.
• Strong knowledge of GDPR and best practices for customer communications in the UK and Europe.
• Excellent communication, project management, and stakeholder management skills.

Responsibilities

• Own and develop the CRM and lifecycle marketing strategy, with a focus on engagement, retention, and churn reduction.
• Build and optimize customer journeys across onboarding, activation, engagement, conversion, retention, renewal, and win-back.
• Evolve email as a strategic communication channel, keeping messaging aligned with the business and customer lifecycle.
• Create customer segments based on behavior, lifecycle stage, product usage, subscription status, and other signals.
• Design automated lifecycle programs and triggered communications that drive activation, adoption, and retention.
• Partner with Product, Marketing, Customer Success, and Data to deliver a cohesive customer experience.
• Run a structured testing program across messaging, cadence, timing, segmentation, offers, and journeys.
• Use customer and product data to identify churn signals and opportunities for targeted communication.
• Define and track CRM metrics: activation, engagement, conversion, retention, churn, reactivation, and customer lifetime value.
• Build reporting that connects CRM activity to measurable business outcomes.
• Improve CRM processes, technology, automation, and data capabilities to support growth.
• Ensure customer communications meet privacy, consent, and data protection requirements, including GDPR.

Skills

CRM strategy

Lifecycle marketing

Retention optimization

Customer segmentation

Email personalization

Data-driven decision making

Education

Bachelor's degree in Marketing or related

Tools

HubSpot

Salesforce

Job description

About ThriveCart:

ThriveCart is a powerful platform used by over 50,000 people worldwide to generate over $5B in sales. Included within the ThriveCart platform is a learning management system (LMS), affiliate management, cart and checkout functionality, making it a top solution for creators, coaches, consultants, and other businesses. We integrate with everything you use and have a simple, clean UI with numerous features that allow customers to build income from existing traffic and we are the highest-converting cart for online businesses. Our business is growing, profitable, and backed by LTV SaaS Growth Funds, and we are looking to expand our footprint amongst online businesses.

Location:

Hybrid - UK (up to 3 days a week)

Job Overview:

We're looking for an experienced, strategic CRM Manager to lead the next phase of our customer lifecycle and email marketing strategy. As CRM becomes increasingly central to how we engage, retain, and grow our customer base, you'll own the development of a sophisticated strategy that moves beyond campaign-based email to data-driven customer journeys across the full lifecycle.

You'll shape how we communicate with customers from onboarding and activation through engagement, retention, renewal, and win-back - using segmentation, automation, and experimentation to ensure the right message reaches the right customer at the right moment. Retention and churn reduction are a particular focus.

This is a chance to build and evolve a high-impact CRM function, combining strategic thinking with hands‑on execution.

What Your Work Will Entail:

• Own and develop the CRM and lifecycle marketing strategy, with a focus on engagement, retention, and churn reduction.
• Build and optimize customer journeys across onboarding, activation, engagement, conversion, retention, renewal, and win-back.
• Evolve email as a strategic communication channel, keeping messaging aligned with the business and customer lifecycle.
• Create customer segments based on behavior, lifecycle stage, product usage, subscription status, and other signals.
• Design automated lifecycle programs and triggered communications that drive activation, adoption, and retention.
• Partner with Product, Marketing, Customer Success, and Data to deliver a cohesive customer experience.
• Run a structured testing program across messaging, cadence, timing, segmentation, offers, and journeys.
• Use customer and product data to identify churn signals and opportunities for targeted communication.
• Define and track CRM metrics: activation, engagement, conversion, retention, churn, reactivation, and customer lifetime value.
• Build reporting that connects CRM activity to measurable business outcomes.
• Improve CRM processes, technology, automation, and data capabilities to support growth.
• Ensure customer communications meet privacy, consent, and data protection requirements, including GDPR.

Requirements:

• Significant experience in CRM, lifecycle, or retention marketing, ideally within a SaaS or subscription business.
• Track record of building CRM strategy - not just executing email campaigns.
• Strong understanding of subscription lifecycles and CRM's role in retention and churn reduction.
• Experience building automated journeys, behavioral triggers, and customer segmentation.
• Strong grasp of email strategy: deliverability, personalization, experimentation, and optimization.
• Comfortable using customer, behavioral, and product data to inform decisions.
• Experience with CRM, marketing automation, and customer engagement platforms.
• Strong analytical skills, with the ability to turn performance data into actionable recommendations.
• Experience collaborating across Product, Customer Success, Marketing, and Data.
• Commercial mindset - understands how CRM drives retention, lifetime value, and growth.
• Strong knowledge of GDPR and best practices for customer communications in the UK and Europe.
• Excellent communication, project management, and stakeholder management skills.

Nice to Have

• Experience in a SaaS or technology company operating a recurring subscription model.
• Experience evolving CRM strategy during a transition to or expansion of subscription-based offerings.
• Experience with product-led growth, customer activation, or usage-based lifecycle marketing.
• Experience designing churn-prevention and win-back strategies.
• Familiarity with CRM platforms and data ecosystems that enable advanced segmentation, personalization, and automation.
• Experience helping build or mature a CRM/lifecycle function as a company scales.

What Success Looks Like

You’ll turn CRM into a strategic growth and retention channel - building a clear lifecycle strategy, more sophisticated segmentation and automation, more relevant customer communications, and measurable programs that increase engagement, strengthen retention, and reduce churn. Most importantly, y