Lead end-to-end CRM strategy for a DTC subscription business, owning email and SMS communications. Build and optimize lifecycle journeys (onboarding, retention, win-back), automate segmented campaigns, improve subscription conversion and LTV, and reduce churn. Analyze retention and deliver reporting, working with growth, product, and creative teams to drive commercial results while ensuring compliance and brand alignment.
We are currently recruiting for a CRM Manager to join a fast-growing direct-to-consumer subscription business operating within the health and wellness sector. This is an exciting opportunity to take ownership of retention, lifecycle marketing and customer lifetime value within an ambitious and entrepreneurial environment
Reporting directly to the founders, you will be responsible for the end-to-end CRM strategy, owning customer communications across email and SMS. Working closely with acquisition and growth teams, you will play a key role in improving customer retention, subscription performance and long-term revenue growth.
This role would suit a commercially minded CRM professional who enjoys taking a hands-on approach, using data, automation and customer insights to deliver measurable results.
Responsibilities:
- Own and manage the CRM programme across email and SMS channels
- Develop and optimise customer lifecycle journeys including onboarding, retention, win-back and reactivation campaigns
- Drive repeat purchases, subscription conversion and customer lifetime value
- Manage subscriber retention and reduce customer churn
- Create and execute segmented campaign calendars and automated customer journeys
- Develop loyalty and referral initiatives to increase customer engagement
- Monitor list health, deliverability and customer segmentation strategies
- Analyse customer behaviour, retention and lifecycle performance metrics
- Deliver regular reporting and actionable insights to senior stakeholders
- Ensure all customer communications remain accurate, compliant and aligned with brand guidelines
- Work collaboratively with growth, creative and product teams to improve customer outcomes and commercial performance
Key Requirements:
- Previous CRM, lifecycle or retention marketing experience gained within a DTC, ecommerce or subscription-based business
- Strong hands-on experience using Klaviyo, Recharge and Canva
- Experience building automated flows, customer journeys and email/SMS campaigns
- Experience working with subscription or repeat-purchase business models
- Comfortable analysing retention, churn and lifetime value data
- Familiarity with Shopify and subscription platforms would be advantageous
- Strong copywriting and customer communication skills
- Commercially aware with a data-driven approach to decision making
- Experience using AI tools to improve efficiency, reporting and campaign execution would be beneficia
In return we are offering:
- Competitive salary ranging from £55,000 to £65,000, depending on skills and experience
- Hybrid working with a Central London office location
- 25 days annual leave (pro rata) plus bank holidays
- The chance to be a key contributor in a small, ambitious, and highly collaborative team
- Opportunity to build and scale finance processes from the ground up
- Influence strategic decisions and make a direct impact on growth and profitability
Interested? Then APPLY now for immediate consideration.
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