Remote CRM Growth Lead – Email, SMS & Retention

Makeheroes; Greater London; On-site; GBP 55,000 - 90,000; Full time

Job summary

Snuggle Me Organic is seeking a commercially driven CRM lead to own our email and SMS strategy, shaping lifecycle journeys, improving retention, and driving revenue growth. You will build a cross-functional program, collaborate with Brand, Creative, Ecomm and Product teams, and help scale the CRM function as we expand internationally.

The role focuses on Black Friday readiness, a Three Rs framework (Revenue, Retention, Relationships), and turning customer insights into product and brand

Qualifications

• Strong hands on experience in CRM, lifecycle or retention marketing
• Strong Klaviyo experience, with SMS experience a bonus
• Commercially minded and comfortable owning revenue targets
• Strong understanding of segmentation, personalisation and automated journeys
• Analytical and confident using data to make decisions
• Able to balance short term revenue with long term customer value
• Comfortable working closely with Brand and Creative teams
• Interested in customer research and turning insight into action
• Highly collaborative, proactive and comfortable working independently
• Excited by the opportunity to build something from the ground up

Responsibilities

• Own and develop the CRM and retention strategy across email and SMS
• Build the roadmap to grow CRM to 10%+ of DTC revenue
• Drive repeat purchase, retention, reactivation and customer lifetime value
• Identify opportunities to increase customer value as our product portfolio grows
• Own the CRM calendar and customer communications plan
• Build and optimise lifecycle journeys in Klaviyo, including welcome, post purchase, cross sell, replenishment, review and winback
• Develop relevant, timely and personalised communications
• Test messaging, creative, offers, segmentation, timing and journeys to continually improve performance
• Lead the CRM contribution to Designed by You, Made by Us
• Use surveys, customer feedback, focus groups and CRM data to deepen our understanding of customers
• Turn customer insight into recommendations for Brand, Creative, Product and NPD
• Help ensure the customer voice influences what we make and how we communicate
• Work closely with Brand, Creative, Ecomm, Performance and Product teams
• Develop CRM strategies for product launches and key trading moments
• Support advocacy through reviews, testimonials, customer stories and community
• Help develop our CRM approach as Snuggle Me expands internationally
• Analyse customer, campaign and lifecycle performance
• Own CRM reporting and measurement
• Track revenue contribution, repeat purchase, retention, LTV, engagement and reactivation
• Demonstrate incremental value and use insight to continually improve performance
• Location: Remote / Flexible
• Hours: Flexible — open to full-time and part-time
• Start date: Ideally late September 2026

Job description

Snuggle Me Organic is seeking a commercially driven CRM lead to own our email and SMS strategy, shaping lifecycle journeys, improving retention, and driving revenue growth. You will build a cross-functional program, collaborate with Brand, Creative, Ecomm and Product teams, and help scale the CRM function as we expand internationally.

The role focuses on Black Friday readiness, a Three Rs framework (Revenue, Retention, Relationships), and turning customer insights into product and brand