CRM Manager

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

📋 Description

• Manage the entire customer lifecycle within Klaviyo, covering welcome and onboarding processes, product education, replenishment, pre-billing, handling failed payments, save and skip options, and winback journeys.

• Evaluate flow, customer, and cohort performance to pinpoint areas where revenue and margin are being diminished.

• Create and execute retention strategies informed by customer cancellations and skips.

• Formulate plans to transform high-intent one-time customers into recurring subscribers.

• Oversee CRM activities across email, SMS, and WhatsApp channels.

• Ensure deliverability, maintain database health, and boost engagement levels.

• Design and refine loyalty program mechanics, including earning, burning, tier structures, and redemption pathways.

• Collaborate with creative teams to brief and iterate CRM materials based on their performance.

• Lead A/B testing initiatives across journeys and campaigns, prioritizing tests according to their commercial impact.

• Develop comprehensive reporting on CRM performance and its incremental contributions.

• Enhance the contribution margin during the first three months relative to the initial order value.

• Increase the percentage of active customers placing orders within a month.

• Drive additional revenue and margin through CRM flows.

⛳️ Requirements

• Demonstrated experience in managing a CRM program from start to finish.

• In-depth, hands-on experience with Klaviyo, including the creation of complex conditional and branched journeys.

• Strong grasp of flow performance, attribution, and incremental revenue generation.

• Experience in a subscription-driven business environment.

• Familiarity with platforms such as Skio, Recharge, or other similar subscription solutions.

• Profound understanding of subscriber behavior, churn dynamics, and retention strategies.

• Highly analytical mindset with a keen interest in exploring data.

• Capability to translate insights into actionable strategies and personally develop and implement recommendations.

• Strong strategic thinking skills and the ability to prioritize among multiple opportunities and projects.

• Experience with loyalty platforms would be a significant advantage.

• Independent, organized, and quick-moving work style.

🏝️ Benefits

• Substantial ownership from the outset.

• Chance to establish the CRM function and shape the retention strategy.

• Potential to advance into a CRM or Retention Lead role and possibly lead a team.

• An inclusive and diverse work environment.

• A fair and accessible recruitment process.