CRM & Retention Specialist

Mountain Equipment; Manchester; Hybrid; GBP 36,000 - 56,000; Full time

Benefits offered by this job

Staff discount

Hybrid work

Health & wellbeing support

EAP

Pension scheme

Brand discounts

Cycle to Work Scheme

Training opportunities

Job summary

Mountain Equipment is seeking a CRM & Retention Specialist to own email marketing and customer journeys across the UK and Europe. You will audit Klaviyo activity, plan campaigns, and drive improvements with data-driven tests.

Join a global outdoor brand and help grow our engaged subscriber base while coordinating with marketing and e‑commerce teams. Hybrid working and development opportunities available.

Qualifications

• Hands-on CRM or email marketing experience.
• Experience building email campaigns and automated journeys.
• Ability to review performance and plan improvements.
• Experience planning and running A/B tests with outcomes.
• Clear copywriting and attention to detail.
• Strong organizational skills and campaign calendar management.
• Understanding of email deliverability and consent.

Responsibilities

• Audit Klaviyo activity, present findings, and implement priorities.
• Review automated flows, improve performance, and plan new journeys.
• Plan, build, write and send email campaigns with assets.
• Develop an A/B testing plan for campaigns and apply findings.
• Improve audience segmentation using interests and purchase history.
• Coordinate CRM across UK and Europe, share learnings.
• Grow engaged subscribers and maintain data quality.
• Report on campaign, automation and retention performance.
• Check campaigns before go-live and resolve data/tracking issues.

Skills

CRM & email marketing

Klaviyo experience

A/B testing

Copywriting

Segmentation

Campaign calendar management

Data handling & consent

Team collaboration

Tools

Klaviyo

CRM platform

Job description

Join one of the world's leading outdoor brands

At Mountain Equipment, we have been designing and developing high-performance outdoor clothing and equipment for over 60 years. Our products are trusted by climbers, mountaineers and outdoor enthusiasts across the globe, and we are passionate about delivering exceptional quality, innovation and reliability.

We’re looking for a CRM & Retention Specialist to help us build lasting relationships with the people who use our gear. From onboarding new subscribers to sharing product advice and inspiring their time in the mountains, you’ll create communications that give customers a reason to stay connected with us.

This is an opportunity to take ownership of our email marketing and automated customer journeys, with room to shape our approach, test your ideas and make a measurable difference across the UK and growth markets.

The Role

Reporting to the Head of Marketing, you’ll help us understand what’s working, where we can improve and what to do next. An early priority will be a thorough review of our Klaviyo activity and past performance, presenting your findings and recommendations and putting agreed improvements into practice.

Alongside this, you’ll plan, write and deliver email campaigns, improve automated flows and develop a structured approach to testing. You’ll combine clear, engaging copy with customer insights to grow our engaged subscriber base, encourage repeat purchases and increase revenue.

You’ll work closely with Marketing and e-commerce colleagues, and help bring our UK and European teams together to share learnings and develop a coordinated CRM approach that reflects each market’s needs.

Key Responsibilities

• Carry out a thorough audit of our Klaviyo activity and past performance, present clear learnings and recommendations, and implement agreed priorities.
• Review existing automated flows, improve their performance and recommend new journeys to support customers from sign-up through to repeat purchase.
• Plan, build, write and send email campaigns, coordinating content and creative assets.
• Develop and deliver an A/B testing plan for campaign emails, covering areas such as subject lines, content and timing, and apply the findings to future activity.
• Review and improve audience segmentation, using customers’ interests, engagement and purchase history to make communications more relevant.
• Work with colleagues in the UK and Europe on a joint CRM approach, sharing results and successful ideas between markets while coordinating local priorities and translations.
• Grow our engaged subscriber base and maintain data quality, consent records and list health.
• Report on campaign, automation and retention performance, turning findings into practical next steps.
• Carry out thorough checks before campaigns go live and work with e-commerce and technical colleagues to resolve data, tracking or platform issues.

About You

You’ll have hands-on experience in CRM or email marketing and enjoy both the creative and analytical sides of the work. You’ll be curious about why something performs well, confident recommending improvements and comfortable taking responsibility for putting them into practice.

• Experience building and delivering email campaigns and automated customer journeys.
• Confidence using a CRM platform to create campaigns, audience segments and automated flows.
• The ability to review past performance, identify opportunities and turn findings into a clear plan of action.
• Experience planning and running A/B tests, with examples of how you’ve used the results to improve engagement or sales.
• Clear, accurate copywriting and strong attention to detail.
• Good organisational skills and experience managing a campaign calendar.
• An understanding of email deliverability, consent and responsible customer-data handling.
• A collaborative approach, with the ability to share learnings and work towards agreed priorities across teams.

We use Klaviyo, so experience with the platform would be useful, but experience with similar tools is also welcome. E-commerce, consumer brand or international marketing experience would also be an advantage, as would an interest in mountain activities.

Why Join Mountain Equipment?

• Work with a globally recognised outdoor brand and products used on mountains around the world.
• Take ownership of an important part of our marketing, with scope to shape how it develops.
• Develop your skills across CRM, customer retention and international marketing.
• Join a welcoming team with plenty of opportunities to get outside, sample our clothing and enjoy the mountains together.
• Staff discount for Mountain Equipment and other group brands.
• Opportunity for development and training as you progress within the role.
• Be eligible for hybrid working following successful completion of your probationary period.
• We offer an excellent range of employee benefits, including health and wellbeing support, an Employee Assistance Programme (EAP), pension scheme, exclusive brand discounts, a Cycle to Work Scheme and much more.