CRM Retention Manager

3Search; Manchester; Sur place; GBP 50 000 - 70 000; Plein temps

Résumé du poste

The CRM Retention Manager will own and shape the wider CRM and retention strategy for a fast-growing D2C challenger brand in Manchester. You’ll use customer data and commercial insight to identify opportunities, build a roadmap and turn ideas into measurable revenue growth.

Managing multi-channel lifecycle campaigns (email, SMS, app push, loyalty) with Klaviyo at the center, you’ll push retention, frequency and lifetime value while mentoring the CRM Executive and influencing senior leadership.

Qualifications

• Strong experience in CRM, retention, lifecycle marketing or customer growth in a D2C business.
• Commercial, data-driven approach to measure retention impact.
• Strategic yet hands-on with platforms, campaigns, testing and analysis.

Responsabilités

• Own the CRM and retention strategy across the full customer lifecycle.
• Deep-dive into cohorts, LTV, CAC, repeat purchase and churn to identify opportunities.
• Lead lifecycle activity across email, SMS, app push and other owned channels, with Klaviyo central to execution.
• Grow subscriptions, replenishment, frequency and customer value.
• Collaborate with SLT and commercial teams to turn insights into decisions.
• Mentor the CRM Executive and scale the function.

Connaissances

CRM & retention

Lifecycle marketing

Data-driven decisions

Klaviyo

Cross-channel marketing

Leadership

Outils

Klaviyo

CRM software

Description du poste

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.