Senior CRM Executive

Fulfilled Talent; Greater London; Hybrid; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Staff discount on all company products

Extra day off for your birthday

Annual salary reviews based on performance

Job summary

A dynamic skincare company based in the UK is seeking a CRM Manager to enhance customer retention and lifetime value. The ideal candidate will have around 5 years of CRM experience, particularly in an e-commerce environment, with a record of developing effective retention strategies. You will oversee all customer communications, optimize the subscription model, and work closely with leadership to implement data-driven initiatives. This full-time hybrid role offers a unique opportunity to make a real impact in a passionate team dedicated to women's health.

Qualifications

• 5 years of CRM experience with a focus on customer lifetime value.
• Ability to create and implement retention strategies.
• Strong skills in email marketing and automation.

Responsibilities

• Oversee existing customer relationships to drive retention and value.
• Develop and manage customer marketing communications.
• Enhance subscription services to reduce churn.

Skills

CRM expertise

Data-driven decision making

Email marketing (Klaviyo)

Organizational skills

Creative retention strategies

Job description

Are you a CRM expert that lives for CLTV?

If you understand the benefit of a good repeat rate, and are passionate about delivering great experiences for existing customers, then read on.

About the brand

This company is on a mission to challenge the taboos around the natural transformations that a woman’s body goes through. They've built a business that tens of thousands of women love, selling skincare and solutions to help at every stage of their lives.

• They make taboo-busting body care for problems no one likes to talk about.
• They make empowering products that celebrate women’s bodies at every stage.
• They champion women’s health
• More than anything, they create products that actually work.

Their next big challenge is harnessing that passion to fuel ambitious future growth plans. Focusing on customer lifetime value and repeat rate, they're looking for a dedicated CRM Manager that can work with their leadership team and feed up into our strategy, as well as execute at a tactical level to deliver the emails, improve the unboxing experience, and give their amazing customers the experience they deserve - whether they’re buying directly from the website or through one of their retail partners.

You won’t be starting from scratch though - they’ve got existing automation flows, retention strategies, a strong brand identity and an amazing catalogue of content that their community really engage with. On top of that they’ve got a brilliant and passionate team

So if that sounds like an opportunity you’d like to explore, and you know how to grow customer lifetime value - preferably in an e-commerce environment focused on engaging customers, building community, and finding genuine reasons to keep folks coming back time and time again - then this could be a great fit for you.

About the gig

Completely owning the ‘Existing Customer’, you’ll be responsible for driving business growth by ensuring their amazing community continues to use their products. Second order rate, time between purchases, CLTV, subscription churn, referral rate - you’ll be responsible for improving all their existing customer success metrics through the tactics and strategy you’ll define.

Optimising how they communicate with customers, from capturing as many customers as possible through our retail partners to owning their list hygiene processes and driving up deliverability, it’ll be your job to increase the reach of their marketing comms through a combination of testing, best practice and creative thinking.

Owning all existing customer marketing communications across multiple touch points. Whether it’s email, SMS, on-site, or the physical unboxing experience, you’ll own everything - from new product launches to educational blog posts. You’ll bring bags of compelling copy, irresistible CTAs and A/B test ideas with you to really drive their click through rate, as well as the organisational ability to plan your campaign calendar weeks ahead of time.

Improving their subscription offering to address customer pain points and reduce churn. They have not really focused on their subscription system in the past, and they would like this person to change that by rolling out the red carpet and giving their subscribers the premium experience they deserve.

Building and owning automation flows that entertain, educate and engage to guarantee that their customers are getting the most from their purchases. You’ll be responsible for constantly monitoring, testing and optimising their complex automation flows as a key part of improving the company's retention metrics. That’s everything from their welcome and product-specific onboarding series, to their reactivation and retention flows.

Feeding into the bigger marketing and business strategies to make sure that the existing customer experience is represented at every stage, from awareness campaigns to B2B partnerships. This is a small team, and you’ll have direct contact with the Head of Growth & our CEO to share your big ideas on everything retention.

About you

• You’ll have around 5 year’s experience in CRM, with a proven track record of driving up customer lifetime value metrics
• You’re data-driven, using performance metrics and business trends to inform your decisions and strategy.
• You’ll be comfortable creating a compelling retention strategy from the ground up, with clear action plans designed to improve performance.
• You’re full of ideas and not afraid to share them. We’re looking for someone with knowledge and expertise that’ll share their input with the team.
• You know how to build emails (ideally in Klaviyo) that land in someone’s inbox, and drive them to take action.
• You’re organised, self-motivated, and able to work to deadlines - we’ll be looking
• to you to own and internally co-ordinate the email campaign calendar, so being proactive with stuff like that is a must.
• You’re keen to grow. The company has ambitious growth targets, and both the role and the person who fills it will develop with the business as we expand the product range and customer base. We need someone who dreams big for the company and themselves.
• You preferably have experience working in a growing e-commerce company, even better if that company is in the skincare / health & wellness space (but this isn’t a deal breaker).
• You’re all about content, education and premium brand building over bargain basement promos & constant flash sales. It’s important that you’re as passionate about delivering amazing tailored experiences to build habits and establish routines that keep customers coming back, rather than just pulling price levers.

The important details

• This is a full-time position, 9am-6pm, 5 days a week
• Hybrid working (2 days per week in our London office)
• Plus 1 extra day off to celebrate your birthday
• A key operational role with real ownership and impact
• Direct access to leadership and fast-track development
• Annual salary reviews based on performance
• Staff discount on all company products
• The opportunity to grow as the brand scales
• The chance to work for a brand redefining women’s body care
• You’ll need to be based in the UK and have the right to work in the UK. We cannot sponsor for this role.

About us

We’re a small, passionate team united by a cause that we care deeply about - challenging

taboos in women’s healthcare and supporting women through life’s physical and emotional

changes.

We’re not just creating skincare we’re leading a movement of self-love, science-led solutions,

and celebrating these transitions as valuable stages of life. If you think you’re the right fit for

the role and that sounds like something you want to be a part of, we’d love to hear from you.