Senior CRM Marketing Manager

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

📋 Description

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

• Create a roadmap aimed at increasing CRM's contribution to DTC revenue to over 10%.

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

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

• Design and optimize lifecycle journeys using Klaviyo, including welcome, post-purchase, cross-sell, replenishment, review, and win-back initiatives.

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

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

• Oversee the CRM contributions to the Designed by You, Made by Us initiative.

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

• Transform 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.

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

• Assess customer, campaign, and lifecycle performance metrics.

• Manage CRM reporting and performance measurement.

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

⛳️ Requirements

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

• Proficient in Klaviyo.

• Experience with SMS marketing is a plus.

• Commercially aware and capable of managing revenue targets.

• Strong grasp of segmentation, personalization, and automated customer journeys.

• Analytical mindset and confident in leveraging data for decision-making.

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

• Comfortable collaborating closely with Brand and Creative teams.

• Passionate about customer research and translating insights into actionable strategies.

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

🏝️ Benefits

• Fully remote work opportunity.

• Flexible working hours.

• Chance to work with internationally expanding baby-product brands.

• Opportunity to build and shape the CRM function from the ground up.