CRM Manager – Subscription

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

📋 Description

• Take charge of the entire customer lifecycle in Klaviyo, encompassing welcome and onboarding, product education, replenishment, pre-billing, failed payment, save and skip, and winback journeys.

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

• Design and execute retention strategies focused on customer cancellations and skips.

• Formulate tactics to transform high-intent one-time buyers into subscribers.

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

• Manage deliverability, database health, and customer engagement.

• Create and enhance loyalty program mechanics, including earning, burning, tiers, and redemption journeys.

• Collaborate with creative teams to brief and refine CRM assets based on performance metrics.

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

• Generate reports on CRM performance and incremental contributions.

• Boost contribution margin generated during a customer's initial three months.

• Increase the percentage of active customers placing orders in any given month.

• Expand incremental revenue and margin produced through CRM flows.

⛳️ Requirements

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

• In-depth, practical experience with Klaviyo, including intricate conditional and branched journeys.

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

• Background in a subscription-led business environment.

• Familiarity with Skio, Recharge, or a comparable subscription platform.

• Comprehensive understanding of subscriber behavior, churn, and retention strategies.

• Highly analytical mindset with a curiosity to explore data.

• Ability to transform insights into actionable strategies and personally implement recommendations.

• Excellent strategic thinking skills and capability to prioritize across various opportunities and projects.

• Experience with a loyalty platform would be a significant advantage.

• Independent, structured, and agile approach to work.

🏝️ Benefits

• Substantial ownership from the very first day.

• Opportunity to establish the CRM function and develop the retention strategy.

• Potential for growth into a CRM or Retention Lead role.

• Chance to possibly lead a team as the business expands.

• An inclusive and diverse workplace.

• Fair and accessible recruitment process.