CRM Retention Manager

3Search; Manchester; On-site; GBP 45,000 - 80,000; Full time

Job summary

3Search is an ambitious D2C challenger brand with a loyal customer base and growing recurring revenue. We seek a CRM Retention Manager to own the wider CRM and retention strategy, turning customer data and commercial insight into measurable revenue growth.

You will lead lifecycle activity across email, SMS, app push and loyalty, with Klaviyo central to execution, while working with the SLT to shape the roadmap and drive subscriptions, frequency and long-term customer value.

Qualifications

• Experience in CRM, retention or lifecycle marketing in a D2C business.
• Strong commercial and data-driven approach with understanding of financial impact.
• Strategic yet hands-on, comfortable with platforms, campaigns, testing and analysis.
• Experience across email, SMS, app, and loyalty channels; hands-on Klaviyo.
• Ability to independently own the CRM function and mentor a CRM Executive.

Responsibilities

• Own the CRM and retention strategy across the full customer lifecycle.
• Lead lifecycle activity across email, SMS, app push and loyalty programs.
• Deep-dive into cohorts, LTV, CAC, repeat purchase and churn to identify opportunities.
• Collaborate with SLT and commercial teams to turn insights into actions and decisions.

Skills

CRM & Retention

Klaviyo

Data analysis

D2C growth

Cross-functional

Tools

Klaviyo

Job description

Our client is an ambitious D2C challenger brand with a highly engaged customer community and a proven track record of customer acquisition. As the business moves into its next phase of growth, the opportunity now centres on what happens after the first purchase: increasing retention, frequency, loyalty, and long-term customer value. With subscriptions currently accounting for around 10% of revenue, an established loyalty scheme and a mobile app used heavily by loyal customers, there is genuine scope to build a much stronger recurring revenue engine.

The CRM Retention Manager will own and shape the wider CRM and retention strategy, using customer data and commercial insight to identify opportunities, build the roadmap and turn ideas into measurable revenue growth.

Role Highlights

• Own the CRM and retention strategy across the full customer lifecycle, going well beyond traditional email marketing.
• Deep-dive into cohorts, customer behaviour, LTV, CAC, repeat purchase and churn to identify where commercial opportunities exist.
• Lead lifecycle activity across email, SMS, app push and other owned channels, with Klaviyo central to execution.
• Take the loyalty proposition to the next level while identifying opportunities to grow subscriptions, replenishment, frequency and customer value.
• Work closely with the SLT and wider commercial teams, turning customer insight into clear recommendations and decisions.

You Will Need

• Strong experience in CRM, retention, lifecycle marketing or customer growth within a D2C business with demonstrable recurring or repeat revenue.
• A highly commercial and data-driven approach, with the ability to move beyond standard CRM metrics and understand the financial impact of retention activity.
• Strategic capability combined with a hands-on approach - you’ll be comfortable setting direction while getting stuck into platforms, campaigns, testing and analysis.
• Experience across multiple CRM channels, ideally including email, SMS, mobile app and loyalty, with hands-on Klaviyo experience.
• The confidence to independently own the CRM function while coaching and developing an existing CRM Executive.

Why You’ll Love It

• A genuine opportunity to grow a subscription revenue stream that currently represents around 10% of the business.
• The chance to refresh an established loyalty proposition and shape the future customer experience.
• Direct exposure to the SLT, with the opportunity to influence wider commercial and customer decisions.
• Significant autonomy to build the CRM and retention function and make your mark on the next stage of growth.

This CRM Retention Manager role is ideal if you’re someone who wants to own the bigger picture rather than simply manage a campaign calendar. You’ll need to be comfortable with challenging thinking, communicating clearly and getting to the point, while having the analytical depth to turn customer data into commercial action. Reporting to the Head of Digital, you’ll have the autonomy to stand on your own two feet, shape the function and develop the CRM Executive alongside you.

In line with the Equality Act 2010, we strive to create and maintain a working environment in which everyone is able to make the best use of their skills, free from discrimination or harassment, and in which all decisions are based on merit.

Due to a high number of applicants, we are only able to respond to successful candidates.