CRM manager in SaaS

ThriveCart; Greater London; On-site; GBP 70,000 - 100,000; Full time

Job summary

ThriveCart is seeking an experienced CRM Manager to lead our customer lifecycle and email marketing strategy in the UK. You will move beyond campaigns to data-driven journeys that engage customers from onboarding through renewals, focusing on retention and churn reduction.

You will design segments, automated triggers, and journeys, collaborating with Product, Marketing, Customer Success, and Data teams to deliver a cohesive experience and measurable impact.

Qualifications

• Significant experience in CRM, lifecycle, or retention marketing.
• Ability to build data-driven customer journeys beyond campaigns.
• Strong knowledge of GDPR and privacy requirements in the UK and EU.
• Experience with automated journeys, triggers, and segmentation.
• A track record of driving activation, retention, and churn reduction.

Responsibilities

• Own and develop CRM and lifecycle marketing strategy.
• Build and optimize customer journeys across onboarding to win-back.
• Evolve email as a strategic channel aligned with lifecycle.
• Create segments based on behavior and product usage.
• Design automated lifecycle programs and triggers.
• Partner with Product, Marketing, CS, and Data to deliver a cohesive experience.
• Run structured testing on messaging, cadence, timing, segmentation.
• Define and track CRM metrics such as activation, retention, churn, CLV.
• Build reporting connecting CRM activity to business outcomes.
• Improve CRM processes, tech, automation and data capabilities.
• Ensure communications meet GDPR and consent requirements.

Skills

CRM strategy

Lifecycle marketing

Email marketing

Segmentation

Automation

Experimentation

Analytics

GDPR knowledge

Stakeholder management

Data-driven decisions

Tools

Marketing automation tools

Job description

Описание

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-o

Задачи

• 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.

Требования

• 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.

Будет плюсом

• 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

Условия

Our team thrives on collaboration, innovation, and continuous growth. We foster an open environment with regular knowledge-sharing sessions and encourage active participation in shaping the platform. Our values include: Commit to Excellence – We believe in delivering high-quality work and continuous improvement. User-Focused Problem Solving – Every design should contribute to solving a real problem for our users. Team Collaboration – We work better together, valuing input from every team member. Growth Mindset – We embrace challenges as opportunities to learn and grow. Our team and product are growing rapidly- we achieved YoY growth of 64% from 2022-2023, and we’re just getting started. We believe in open communication, clear goal setting, and that people do best when they have a growth mindset and want to get things done. Our team comes from diverse backgrounds and companies like Shopify, Salesforce, and BigCommerce, and we are running like an independent SaaS company within a PE fund.