CRM & Retention Manager

The Opportunity Hub UK Ltd; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Pension with 4% employer contribution

Private medical insurance (Bupa Select

Salary sacrifice dental insurance

Quarterly product allowance & monthly팀

Hybrid working (3 days in London)

Job summary

The Opportunity Hub UK Ltd is seeking a CRM & Retention Manager to own the lifecycle marketing strategy, focusing on email, SMS and loyalty as core revenue drivers. You will shape journeys, segmentation, and testing to drive repeat purchases and higher LTV in a fast-moving ecommerce environment.

You will lead end-to-end CRM, collaborate with the Ecommerce Director, and own performance dashboards, while benefiting from hybrid working in London and a clear path to seniorCRM leadership within a

Qualifications

• Proven track record owning CRM as a revenue channel, not just campaigns.
• Hands-on experience with email and SMS platforms such as Klaviyo.
• Strong data skills: cohort analysis, LTV modeling and reporting.

Responsibilities

• Own the CRM channel from strategy to execution and reporting.
• Build lifecycle journeys (welcome, post-purchase, winback, replenishment, browse abandonment) and testing roadmap.
• Drive advanced segmentation, personalization and Inbox deliverability performance.

Skills

CRM & lifecycle marketing

Klaviyo

Email marketing

SMS marketing

LTV modelling

Retention strategies

Data analysis

Segmentation

Tools

Klaviyo

Job description

A standout CRM & Retention Manager opportunity for a lifecycle marketing specialist ready to own retention as a genuine revenue channel, not just execute campaigns.

A female-founded, purpose-driven intimates brand is hiring a CRM & Retention Manager to take full ownership of retention and lifecycle marketing as a core commercial channel. This is a scaling, mission-led ecommerce business that is redefining everyday intimate essentials for a new generation - combining a bold brand narrative with a real commitment to reducing the environmental footprint of everyday garments. The CRM & Retention Manager will sit at the heart of the customer experience, with direct accountability for lifetime value, repeat purchase rate and retention performance.

This is a role with real autonomy and progression on offer. It is ideal for someone who has already run CRM end-to-end and is now looking for greater ownership, commercial impact and a clear path to grow within a fast-moving team.

The Role at a Glance

Reporting to the Ecommerce Director, you will own the CRM channel from strategy through to execution and reporting. You will treat email, SMS and loyalty as owned revenue channels in their own right, building the lifecycle journeys, segmentation and testing roadmap that drive measurable, incremental growth.

What You’ll Own

• The CRM channel as a core revenue driver, with accountability for retention, LTV and repeat purchase rate
• End-to-end lifecycle journeys (welcome, post-purchase, winback, replenishment, browse abandon) underpinned by a clear testing roadmap
• Advanced segmentation and personalization, ensuring the right message reaches the right customer at the right moment
• The campaign calendar across email and SMS, aligned to trading moments and product launches
• List growth strategy, including on-site opt-in optimization, acquisition flows and subscriber health
• Email deliverability end-to-end: sender reputation, list hygiene, suppression management and inbox placement
• SMS as a first-class owned channel with its own strategy, automation flows and performance targets
• The loyalty programme strategy, including points, VIP tiers, referral mechanics and re-engagement
• The CRM and martech stack, from platform evaluation through to implementation oversight and optimization
• Cohort analysis, LTV modeling and CRM dashboards that translate data into actionable growth opportunities
• Relationships with external agencies, freelancers and platform vendors, owning scope, briefing and QA

What You’ll Bring

• A strong foundation in CRM and lifecycle marketing, with proven experience owning CRM as a revenue channel rather than simply running campaigns
• Hands‑on experience with email and SMS platforms such as Klaviyo
• A solid grasp of email deliverability best practice and list health management
• A track record of growing a CRM subscriber base, not just maintaining one
• Confidence working with data – comfortable with cohort analysis, LTV modeling and building reports that shape strategic decisions
• Familiarity with martech evaluation and platform management; you know what good looks like and can advocate for the right stack
• Experience managing loyalty and retention programmes
• A commercial mindset focused on measurable growth, plus the drive to take ownership in a small, fast-paced team

Work Permissions

You must have the right to work in the United Kingdom.

• Pension with 4% employer contribution
• Private medical insurance with Bupa Select, plus life insurance
• Salary sacrifice dental insurance
• Quarterly product allowance and monthly team lunches
• Training, development and personal enrichment opportunities, plus volunteering days
• Hybrid working (three days in the London office)

Why This Is a Career Worth Building

Retention and lifecycle marketing have moved from a back-office function to one of the most commercially valuable disciplines in modern ecommerce. As acquisition costs climb, brands that retain and grow their existing customers win – and the professionals who can prove that impact are in high demand. This CRM & Retention Manager role offers genuine channel ownership, board-level visibility of your numbers, and the chance to shape retention strategy for a brand with a clear sense of purpose. For an ambitious lifecycle marketer, it is a platform to grow into senior CRM and retention leadership.