CRM & Retention Lead — Hybrid, High-Impact Growth

3Search; Greater London; On-site; GBP 65,000 - 75,000; Full time

Benefits offered by this job

Competitive salary

Performance-related bonus

25 days annual leave

Hybrid working

Flexible hours

Direct access to founders

Job summary

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.

Responsibilities

• 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.

Skills

CRM & retention

Lifecycle marketing

Data analysis

A/B testing

Stakeholder collaboration

Tools

Klaviyo

Shopify

Recharge

Skio

Job description

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.