CRM & Retention Manager

Trades Workforce Solutions; Greater London; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

An innovative bakery company located in Greater London is seeking a CRM & Retention Manager to enhance customer loyalty and engagement. The role includes developing and executing retention strategies, overseeing the loyalty programme, and analysing performance metrics to drive sales. The ideal candidate has over 2 years of experience in retention marketing, a strong understanding of analytics and CRM tools, and is passionate about customer experience. The position offers hybrid working, competitive benefits, and a focus on well-being.

Benefits

40% team discount

31 days paid annual leave

Private Medical Insurance

Birthday cake and day off

Dedicated leave for well-being days

Qualifications

• 2+ years experience in retention marketing with proven improvements in loyalty.
• Analytical and data-savvy, experienced with CRM and analytics tools.
• Proficient in email marketing platforms, segmentation, and automation.

Responsibilities

• Develop and execute retention strategies to enhance customer loyalty.
• Oversee and grow loyalty programme ensuring engaging customer experience.
• Analyse performance and drive improvements based on data-driven insights.

Skills

Retention marketing experience

Creative storytelling

Data-driven decision making

Strong communication

Customer segmentation

Tools

Shopify

Klaviyo

CRM tools

Analytics tools

Job description

A B O U T U S

Cutter & Squidge is a sister‑run bakery with a passion for creating utterly indulgent treats that are as delightful to look at as they are to devour. From our West London bakery we hand‑craft a range of cakes, brownies, biskies and more; sourcing only the best natural and sustainable ingredients. We combine the best of classic baking with new and exciting flavours to create unique, memorable gifting moments and believe there’s always a new flavour to discover, a new design to unveil and a new smile to be had!

Regularly featuring in Good Housekeeping awards, Cutter & Squidge was named one of Britain’s fastest‑growing private companies by the Sunday Times 100 in 2023 and awarded ‘Online Bakery of the Year 2024’ at the Bakery Industry Awards.

A B O U T T H E R O L E

Reporting to the Senior Marketing Manager, you’ll be responsible for developing and executing retention strategies that keep our customers returning time‑after‑time. From personalised email campaigns to owning our loyalty programmes, you’ll craft delightful experiences that turn first‑time buyers into lifelong fans, reflecting our commitment to excellence and quality. You will also be expected to:

Oversee and grow our loyalty programme, ‘Squidge Society’, ensuring an engaging customer experience. Develop strategies to convert non‑loyalty customers, drive community engagement, lifetime value and customer retention through our loyalty programme. Analyse performance and implement improvements based on data‑driven insights. Plan and implement BAU email marketing campaigns to drive sales and engagement, bringing our audience along on our brand story and communicating our brand tone of voice. Optimise email campaigns and flows aimed at customer retention, including welcome series, birthdays, gifting campaigns and re‑activations. Monitor and report on email campaign performance, applying insights to enhance effectiveness. Work closely with our in‑house designer and content creator, to develop engaging, on‑brand messaging. Utilise customer segmentation and data to create personalised and targeted email flows to drive sales. Collaborate with E‑commerce and product teams to ensure consistent and personalised messaging throughout the customer journey. Implement automation and customer journey mapping to enhance the post‑purchase experience. Monitor and analyse key performance and customer data to identify trends and opportunities for improved revenue and retention strategies. Prepare and present regular reports on retention metrics, campaign performance and ROI. Collaborate with our E‑Commerce team to optimise website experiences that encourage return visits.

CRM & Retention Manager Marketing - Support Centre

A B O U T T H E R O L E C O N T I N U E D . . .

Work cross‑functionally with other teams to align retention efforts with broader marketing and business goals. Stay up to date with industry best practices, trends and innovations for retention marketing and personalisation techniques. Test and optimise new channels for customer retention and loyalty. Align retention strategies with brand values, to deepen customer loyalty. Develop campaigns to win back dormant customers and encourage repeat purchases from past customers.

A B O U T Y O U

2+ Years experience working in retention marketing, with a proven track record of improving loyalty and customer lifetime value. Creative and strategic, able to balance data‑driven decision making with engaging storytelling. A strong communicator who thrives in a collaborative environment. Analytical and data‑savvy, with experience using CRM and analytics tools. Proficient in email marketing platforms, segmentation and automation. Passionate about customer experience and building meaningful brand relationships. Understanding of e‑commerce, food and/or lifestyle branding. Knowledge of loyalty programme management and other subscription based models. Familiarity with Shopify, Klaviyo, and other relevant Marketing tools/apps.

A D D I T I O N A L I N F O R M A T I O N

This is a hybrid role with a minimum of 2 days in person each week either at our Production Bakery in Brentford, or our Retail Café in Soho. 40% team discount across our product range both online and in‑store and 20% team discount across our flower gifting range online. You’ll get 31 days of paid annual leave, inclusive of bank holidays. Access to our company pension scheme; 5% from you and 3% from us. Private Medical Insurance with Vitality Healthcare, providing you with a range of health and wellness services to support your well‑being. Celebrate your birthday with a handmade birthday cake and enjoy the day off in addition to annual leave. Beyond statutory sick pay, we provide 3 days of full paid sick leave each year. Prioritise your well‑being with dedicated leave for a ‘Slice of Calm’ day, there when you need it most.