Senior CRM Lifecycle + Journeys Manager

Quince; Greater London; Ibrido; GBP 80.000 - 90.000; Tempo pieno

Descrizione del lavoro

Quince in London is seeking a Senior Manager, CRM Lifecycle + Journeys to own every triggered flow across email, SMS, push, and in-app for UK, DE, and FR. You will build the automation engine powering Quince's retention programme—from welcome series at launch to win-back six months later—across markets.

This builder role focuses on Iterable and the CDP; you’ll write flow logic, set up data pipes, design experiments, and ship AI agents that reduce manual work while meeting GDPR requirements and

Competenze

• 6+ years lifecycle/CRM marketing in DTC or ecommerce.
• Hands-on with Iterable (preferred) or comparable ESP.
• Hands-on with a CDP (Segment, mParticle, etc.).
• Has built or deployed AI agents or LLM workflows in marketing.
• SQL proficient. Can self-serve in Looker/BigQuery.
• A/B testing rigour with stats understanding.
• Knowledge of UK/EU privacy law (GDPR/PECR) and consent management.
• Detail-oriented; edge cases matter in triggered flows.
• Strong cross-functional collaboration with creative, brand, data science, tech, and US CRM.

Mansioni

• Build, launch, and own every triggered lifecycle flow for UK, DE, and FR (welcome, browse abandon, cart abandon, post-purchase, etc.).
• Partner with MarTech to ship AI agents and tooling to reduce flow build, copy, segmentation, and QA time.
• Collaborate with Data to run a triggered-flow testing roadmap with at least 6 A/B tests per quarter per flow per market.
• Develop channel-cost decision logic across email, SMS, push, and in-app per flow per market.
• Address signal loss from fingerprinting and consent restrictions by routing non-consenting users appropriately.
• Lead localisation with freelance copywriters for EN-UK, DE, and FR; publish localised flows before launches.
• Partner with tech to maintain CDP quality: data model, integrations, data hygiene, latency, and identity resolution.

Conoscenze

CRM marketing

A/B testing

Analytical thinking

Cross-functional collaboration

Strumenti

Iterable

CDP

Descrizione del lavoro

ABOUT QUINCE

Quince is a destination for builders, creators, innovators, and operators who want to come together and challenge the status quo. Our mission is simple: make really high quality essentials for really low prices, fairly and sustainably. We deliver on that mission through a unique manufacturer-to-consumer (M2C) model eliminating the layers of traditional retail that add cost and result in consumers paying more than they need to. We find, build relationships with, and work directly with the manufacturing partners behind some of the world’s finest products. From there, our teams design smart, efficient operational processes and build and deploy proprietary technology, AI, and analytics to help us scale fast.

What began with a small assortment of elevated basics has quickly grown into a cross-category brand spanning apparel, accessories, home goods, and more. Today, tens of millions of people across a growing number of countries come – and return – to Quince because they trust us to deliver.

OUR CULTURE

Quince is a culture built for builders by builders. Our way of working starts with a blank sheet of paper. We question conventional thinking, use technology and data to uncover new opportunities, and move quickly to turn ideas into reality. We aren’t interested in replicating how others do retail. We’re building a better way – at a speed and scale unlike anything that’s been done before.

• We dream big and chase the hard problems others shy away from. Rejecting long-held assumptions is part of our company's DNA. Where conventional wisdom says you have to choose – soft or durable, speed or rigor, quality or price – we ask why that trade-off has to exist in the first place.
• Our pace is fast and the bar is high because our customers expect a lot from us and we refuse to let them down. We believe the best results come from challenging ourselves, learning from one another, and building on each other's strengths.
• Here, responsibility is not determined by role, tenure, or seniority. Every team member - no matter their level - has the opportunity to drive our business and shape our trajectory.

If you’re someone who likes to imagine new possibilities and build better systems rather than plug-in to outdated ones, Quince is the place for you.

THE ROLE

The Senior Manager, CRM Lifecycle + Journeys owns every triggered flow in the customer journey across email, SMS, push, and in-app for UK, Germany, and France. You will build the automation engine that runs Quince's retention programme: from the welcome series a UK customer sees the day we launch, to the win-back flow that recovers a French customer six months later.

This is a builder role. You will spend most of your first six months in Iterable and the CDP. You will write the flow logic, set up the data pipes, design the experiments, and ship the AI agents that take work out of building, testing, and reporting on flows. The Director, CRM owns the retention strategy and the campaign calendar. You own the triggered flow programme that runs alongside it.

Two constraints shape this job. UK and EU privacy rules mean the US lifecycle playbook does not transfer unchanged: you will rebuild the identity-resolution layer and shift weight toward logged-in and app behaviour. Channel economics also differ across markets, with SMS in particular materially more expensive in Europe than in the US, so the sequencing of email, SMS, push, and in-app per flow per market is not the same as the US default.

You will be joining a team that values speed, candor, and rigour. This role is for you if you like building things, you can hold a roadmap in one hand and a SQL query in the other, and you have an opinion on how AI changes lifecycle work over the next 18 months.

Responsibilities

• Build, launch, and own every triggered lifecycle flow for UK (July 2026), DE (October 2026), and FR (November 2026): welcome, browse abandon, cart abandon, post-purchase, low stock, back in stock, win-back, replenishment, care instructions.
• Partner with MarTech to Ship AI agents and tooling that take work out of flow build, copy, segmentation, and QA. Target at least one end-to-end CRM agent in production by EoY1 and a 50% reduction in flow concept-to-deployment time within 90 days.
• Partner with the Data team to run the triggered-flow testing roadmap with statistically sound design. Minimum 6 A/B tests per quarter per flow per market.
• Build channel-cost decision logic across email, SMS, push, and in-app per flow per market.
• Recover signal lost from fingerprinting and consent restrictions in UK/EU by pushing app and logged-in routing for non-consenting users.
• Stand up and run the localisation pipeline with freelance copywriters for EN-UK, DE, and FR. Localised flow content live before each market launch.
• Partner with tech team to maintain CDP quality across UK/EU: data model, integrations (Iterable, Attentive, app SDK, site events), data hygiene, latency, and identity-resolution accuracy.

Qualifications

Required:

• 6+ years lifecycle/CRM marketing in DTC or ecommerce, including at least 3 years owning automated/triggered flows end to end (not campaign/blast).
• Hands-on with Iterable (preferred), or comparable ESP (Braze, Klaviyo, SFMC). Must have built flows in the tool, not just briefed them.
• Hands-on with a CDP: Segment, mParticle, Hightouch, Census, or similar. Must understand identity resolution and data hygiene.
• Has built or deployed AI agents or LLM workflows in a marketing context (copy, segmentation, flow logic, QA). If you have not shipped one yet, you can describe the one you would ship in your first 90 days here.
• SQL proficient. Can self-serve in Looker, Lookr, or BigQuery without waiting for an analyst.
• A/B testing rigour. Knows what statistical significance means and where it breaks in lifecycle (sample size, primary metric selection, novelty effects).
• Working knowledge of UK/EU privacy law (GDPR, PECR) and consent management. Understands what changes operationally when fingerprinting is restricted.
• Detail-oriented. Triggered flows live or die on edge cases (locale, currency, time zone, opt-in state, suppression rules).
• Strong cross-functional operator. Will work daily with creative, brand, data science, tech, and US CRM counterparts.

Preferred:

• Multi-market lifecycle experience (UK + DE or FR), fashion or home goods background, app-native lifecycle experience, fluency in DE or FR.

All posted ranges are reflective of base salary and may vary depending upon experience level and location. Bonus and equity may also be provided for eligible roles.

Pay Range: £80,000—£90,000 GBP

WHY QUINCE?

Joining Quince means being part of a mission-driven team reshaping retail. You will work alongside talented colleagues, tackle meaningful challenges, and contribute to building a more sustainable, accessible future for customers and partners alike.

EQUAL OPPORTUNITY & HIRING INTEGRITY

Quince provides equal employment opportunities to all employees and applications for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran or military status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Quince is committed to providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation to complete your application or to perform the essential functions of a role at Quince, please let us know by completing this accommodation form. We review all requests individually and will work with you to determine appropriate accommodations on a case‑by‑case basis.

Employment is contingent upon successful completion of a background check. Quince will conduct background checks in compliance with applicable federal, state, and local laws.