Senior CRM Marketing Lead

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

📋 Description

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

• Create a roadmap to elevate CRM's contribution to over 10% of DTC revenue.

• Promote repeat purchases, customer retention, reactivation, and overall customer lifetime value.

• Discover ways to enhance customer value as the product portfolio expands.

• Manage the CRM calendar and the customer communications strategy.

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

• Craft relevant, timely, and personalized communications.

• Experiment with messaging, creative content, offers, segmentation, timing, and journeys to boost performance.

• 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 insights.

• Convert 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 moments.

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

• Evaluate customer, campaign, and lifecycle performance.

• Manage CRM reporting and performance measurement.

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

• Showcase incremental value and consistently enhance performance.

⛳️ Requirements

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

• Strong expertise in Klaviyo; SMS experience is an additional advantage.

• Commercially driven and comfortable managing revenue objectives.

• Solid understanding of segmentation, personalization, and automated journeys.

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

• Ability to balance immediate revenue goals with long-term customer value.

• Comfortable collaborating closely with Brand and Creative teams.

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

• Highly collaborative, proactive, and capable of working independently.

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

🏝️ Benefits

• Flexible working hours.

• Remote and flexible working arrangements.

• Chance to work on products that enhance the parenting experiences of families.

• Opportunity to shape the CRM strategy and develop a significant growth channel.

• Ability to influence products, content, communications, and future brand direction through customer insights.