CRM & Retention Manager

Job Description

Are you a data-driven, technically savvy CRM & Retention Manager who thrives in a fast-paced, direct-to-consumer environment? Do you have a passion for maximising customer lifetime value and developing impactful CRM strategies? If you’re a CRM & Retention Manager with a keen eye for data insights and customer loyalty, this is the opportunity for you. Join our team and lead the way in building lasting customer relationships that drive retention, engagement, and conversions.

About the Role of CRM & Retention Manager

As our CRM & Retention Manager, you will be responsible for developing and executing comprehensive strategies to acquire, retain, and engage customers. Your role will involve leveraging data to personalise customer experiences and maximise customer lifetime value. You will play a pivotal part in driving customer loyalty through targeted campaigns, segmentation, and automated marketing initiatives.

 Key Responsibilities of a CRM & Retention Manager

• CRM Strategy & Execution: Develop and implement a robust CRM strategy to drive customer acquisition, retention, and loyalty.

• Data Analysis & Insights: Use data to understand customer behavior, identify opportunities, and personalise communications across all channels.

• Segmentation & Personalisation: Create detailed customer segments and craft tailored messaging across email, SMS, and other touchpoints to enhance engagement.

• Email Marketing & Automation: Manage email marketing campaigns on platforms like Klaviyo, including automated flows and promotional campaigns.

• SMS Marketing & Automation: Develop and manage SMS campaigns using SMSBump to engage customers with personalised offers and updates.

• Loyalty Program Management: Develop and optimise customer loyalty programs to drive repeat purchases and foster brand advocacy.

• Retention Strategy: Implement retention strategies across all owned channels and work with the wider D2C team to maximise customer lifetime value.

• A/B Testing & Optimisation: Continuously test and optimise campaigns to improve performance across email, SMS, and loyalty initiatives.

• Reporting & Analysis: Track key CRM metrics, analyse campaign performance, and generate regular reports to identify improvement areas.

 Required Skills & Experience for CRM & Retention Manager

• Experience: At least 2+ years of experience in D2C CRM and retention marketing.

• CRM Tools: Expertise in CRM platforms such as Klaviyo and SMSBump, and marketing automation tools.

• Analytical Mindset: Strong skills in using data to inform decisions and measure campaign success.

• A/B Testing & Performance: Proven experience in A/B testing and performance analysis.

• Technical Skills: Familiarity with Shopify, HTML/CSS for email templates, and other essential tools.

• Communication Skills: Strong written and verbal communication abilities to build rapport and drive results.

• Industry Knowledge: Keep up with trends in email marketing, customer retention, and CRM technologies.

Preferred Qualifications for CRM & Retention Manager

• Experience managing customer loyalty programs or referral schemes.

• A degree in Marketing, Business, or a related field.

• Experience in the beauty industry or similar sectors.

• Understanding of SEO and content marketing strategies.

Ready to Join Us as a CRM & Retention Manager?

If you’re passionate about driving customer loyalty and have the expertise to implement data-driven CRM strategies, apply today. As our CRM & Retention Manager, you’ll have the opportunity to shape our customer retention efforts and contribute to the long-term success of our brand.

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