Lifecycle & Retention CRM Lead

ThriveCart; Greater London; Hybrid; GBP 70,000 - 100,000; Full time

Job summary

ThriveCart is looking for an experienced CRM Manager to lead lifecycle and email marketing as the platform scales. You will own the strategy, design automated journeys, and use data to reduce churn while boosting engagement.

Based in London with a hybrid 3 days in the office, you will partner with Product, Marketing, and Data teams to deliver a cohesive customer experience across onboarding, activation, and renewal.

Qualifications

• Significant experience in CRM, lifecycle, or retention marketing within SaaS or subscription businesses.
• Track record of building CRM strategy — not just executing email campaigns.
• Strong understanding of subscription lifecycles and CRM's role in retention and churn reduction.
• Experience building automated journeys, behavioral triggers, and customer segmentation.
• Strong grasp of email strategy: deliverability, personalization, experimentation, and optimization.

Responsibilities

• Own and develop the CRM and lifecycle marketing strategy, focusing on engagement, retention, and churn reduction.
• Build and optimize customer journeys across onboarding, activation, engagement, retention, renewal, and win-back.
• Evolve email as a strategic channel aligned with the business and lifecycle.
• Create customer segments based on behavior, lifecycle stage, product usage, and signals.
• Design automated lifecycle programs and triggered communications to drive activation and retention.
• Partner with Product, Marketing, Customer Success, and Data to deliver a cohesive customer experience.
• Run a structured testing program across messaging, cadence, timing, segmentation, offers, and journeys.
• Identify churn signals and opportunities for targeted communication using data.
• Define and track CRM metrics: activation, engagement, conversion, retention, churn, reactivation, CLV.
• Build reporting connecting CRM activity to business outcomes.
• Improve CRM processes, technology, automation, and data capabilities to support growth.
• Ensure communications meet privacy and GDPR requirements.

Skills

CRM strategy

Lifecycle marketing

Retention marketing

Segmentation

Automation

Email marketing

Analytics

Stakeholder management

Project management

Communications

Tools

CRM platforms

Marketing automation platforms

Job description

ThriveCart is looking for an experienced CRM Manager to lead lifecycle and email marketing as the platform scales. You will own the strategy, design automated journeys, and use data to reduce churn while boosting engagement.

Based in London with a hybrid 3 days in the office, you will partner with Product, Marketing, and Data teams to deliver a cohesive customer experience across onboarding, activation, and renewal.