CRM Lead

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Take ownership of and enhance the CRM and retention strategy across email and SMS channels.

• Develop a comprehensive roadmap aimed at increasing CRM to contribute over 10% of DTC revenue.

• Foster repeat purchases, improve retention rates, reactivation efforts, and enhance customer lifetime value.

• Recognize opportunities to boost customer value as the product portfolio expands.

• Manage the CRM calendar along with the customer communications strategy.

• Create and optimize lifecycle journeys in Klaviyo, including those for welcome, post-purchase, cross-sell, replenishment, review, and winback.

• Craft relevant, timely, and personalized communications for customers.

• Experiment with messaging, creative content, offers, segmentation, timing, and customer journeys.

• Lead the CRM efforts for the Designed by You, Made by Us initiative.

• Utilize surveys, customer feedback, focus groups, and CRM data to enhance customer understanding.

• Translate customer insights into actionable recommendations for Brand, Creative, Product, and NPD teams.

• Collaborate closely with Brand, Creative, Ecomm, Performance, and Product teams.

• Formulate CRM strategies for product launches and significant trading periods.

• Encourage advocacy through reviews, testimonials, customer stories, and community engagement.

• Analyze customer, campaign, and lifecycle performance metrics.

• Oversee CRM reporting and measurement processes.

• Monitor revenue contributions, repeat purchase rates, retention, LTV, engagement, and reactivation metrics.

• Demonstrate incremental value and continuously enhance performance.

⛳️ Requirements

• Extensive hands-on experience in CRM, lifecycle, or retention marketing.

• Proficient in Klaviyo.

• SMS marketing experience is a plus.

• Commercially astute and comfortable with revenue accountability.

• Strong grasp of segmentation, personalization, and automated journey creation.

• Analytical mindset with confidence in data-driven decision-making.

• Capable of balancing immediate revenue goals with long-term customer value.

• Comfortable collaborating closely with Brand and Creative teams.

• Keen interest in customer research and translating insights into actionable strategies.

• Highly collaborative, proactive, and able to work independently.

• Enthusiastic about the opportunity to build initiatives from the ground up.

🏝️ Benefits

• Flexible working hours.

• Fully remote position.

• Part-time schedule of 3–4 days per week.