CRM Automation Specialist

We are Absolute Collagen, the Original Collagen Specialists & Sunday Times 4th Fastest Growing Business in Britain! Come and join us in a world of limitless potential, where absolute possibilities become extraordinary realities.

Our values underpin our essence as an Absoluter.  Authenticity leads our quest,

Collaboration in every test. Entrepreneurial spirits soar, Responsibility at our core.  With our values in all we strive, Absolute possibilities come alive.

We are seeking a hands-on CRM Automation Specialist to support the development and execution of our CRM and retention strategy. Reporting into the Senior CRM Manager, this role will focus on building, maintaining, and optimising automations across email and SMS (scope to expand into additional channels), with a strong emphasis on subscription journeys.

This is a delivery-focused role with growing strategic exposure, ideal for someone with solid technical CRM experience who wants to deepen their impact in a fast-growing D2C subscription business within the health and beauty sector.

Key Responsibilities

CRM Strategy, Automation & Technical Execution

• Build, deploy, and optimise automated email and SMS flows (expanding to include other channels, e.g. WhatsApp and DM) using Klaviyo (and subscription platforms such as Recharge), covering the full customer lifecycle from acquisition and onboarding through to retention, churn prevention, and win-back.
• Support the Senior CRM Manager on CRM strategy, translating briefs and priorities into high-quality, scalable automations.
• Lead the design and build of new customer journeys and CRM automation flows from scratch to support NPD launches, ensuring seamless lifecycle communication from launch through retention.
• Maintain and continuously improve existing flows based on performance insights, customer behaviour, and commercial priorities.

• Write and edit HTML and CSS to customise email templates, improve responsiveness, and maintain brand consistency.
• Troubleshoot technical issues and optimise emails for deliverability and performance.
• QA all CRM communications to ensure accuracy, functionality, and deliverability best practices.
• Support template updates, modular components, and styling improvements within Klaviyo.

Data, Testing & Optimisation

• Build and manage advanced audience segments using customer behaviour, purchase history, and subscription data.
• Plan and execute A/B and multivariate tests across subject lines, content, timing, channels and automation logic.

• Monitor and report on CRM performance metrics including open rate, CTR, conversion, churn, and LTV, turning insights into actionable optimisation.
• Own Klaviyo best practice across execution and deliverability, advising on improvements to drive higher engagement, click-through, and conversion.

Subscription, Retention & Cross-Functional Collaboration

• Optimise key lifecycle journeys including browse abandonment, acquisition, post-purchase, reviews, loyalty, OTPs, reminders, and reactivation.
• Support churn-reduction and reactivation initiatives for subscription customers, improving save rates and long-term retention.
• Work closely with CS to identify churn drivers and deliver optimised communications that improve retention and minimise cancellations.
• Work with Brand and Digital teams to ensure CRM content aligns with tone of voice and brand guidelines.
• Collaborate with Product, Digital, E-commerce, Tech, Brand, and Insights teams to ensure CRM journeys are optimised and aligned with on-site experience, subscription mechanics, and commercial goals.
• Translate business and commercial objectives into scalable, customer-centric CRM solutions.
• Apply best practices specific to D2C subscription models, especially within health and beauty.

• Stay up to date with CRM, automation, and email development best practices.
• Contribute ideas and insights to CRM strategy discussions and roadmap planning.

Required Experience & Skills

• Proven experience in a CRM Automation / CRM Specialist role.
• Strong hands-on experience with at least one major CRM/ESP platform (e.g. Klaviyo, Braze, Bloomreach, HubSpot), particularly building and managing automated flows.
• Solid HTML and CSS skills for email development.
• Experience working within a
  D2C business, ideally subscription.
• Strong analytical skills with the ability to interpret CRM performance data, and experience of using data to drive optimisation.
• Good understanding of lifecycle marketing, customer journeys and automation logic.
• Experience with SMS and / or broader omnichannel CRM strategies.

Desirable

• Experience in the health and beauty D2C sector.
• Familiarity with subscription metrics (LTV, churn, cohorts).
• Good understanding of deliverability best practices and inbox placement.

Personal Attributes

• Comfortable working at pace in a fast-moving environment, with a proactive, self-starter mindset.
• Highly detail-oriented with a strong technical skillset.
• Confident managing multiple priorities while maintaining high execution standards.
• Curious, commercially minded, and driven by continuous improvement.
• Proactive problem solver with a test-and-learn mindset.
• Strong communicator who collaborates effectively across teams.