Job Title: Customer Marketing Manager – Maternity Cover Department: Ecommerce Location: Hybrid – 1-2 days a week in Central London Office Report to: Head of Ecommerce Reports: CMM Executive, Dotted-line report of Clinic Digital Marketing Executive Work in conjunction with: Communications, Ecommerce, Creative, Clinic Main purpose of the Job: Improve email and SMS performance across marketing and servicing comms with the aim to increase our customer LTV and Retention Rate through engaging content and campaigns Maternity Cover: Start date late September 2025 for 10 months Interview timings: 1. Round 1 interviews; 31st July – 6th August 1. Final round interviews: Monday 11th- Thursday 14th August Your key accountabilities will include As our Customer Marketing Manager you will be responsible for developing a global retention and engagement strategy for our existing B2C customer base as well as owning and optimising our Client Email and SMS communications with our Clinic businesses. Reporting directly to our Head of Ecommerce, you will build and optimise highly personalised programs such as activation, post-purchase, subscription churn reduction and reactivation. You’ll also be responsible for improving both conversion and the overall customer experience of our Email and SMS channels. With our Clinic businesses, you’ll look at our existing customer journeys from a marketing and servicing perspective, owning the communication optimisations to improve purchase and follow up bookings with existing customers, and supporting to improve our Welcome journeys for new clients for the best brand onboarding experience. Due to the start-up nature of the company, this role would suit an ambitious individual who can thrive in a fast-paced environment, but also who can take on responsibility to be a key part in the future success. • Owner of CRM strategy, roadmap and retention KPIs • Build and maintain an audience segmentation framework to service commercial & marketing campaign requirements. • Own our CRM calendar to hit commercial targets • Manage and support the ongoing development of our CRM Executive and support in the development with our Clinic Digital Marketing Executive • Increase marketable database through partnership initiatives and improvement of digital user journeys • Develop a uniform view of our customers across multiple channels & drive for enriched profile information • Devise and implement a segmentation based on customer lifecycle stages and engagement aimed at activating new subscribers, retaining most engaged and valuable customers while preventing churn and opt-outs • Continually test and learn, deepening audience segmentation and targeting • Manage and maintain a reporting framework. Measure, report and evaluate success and present back to senior leaders • Manage and maintain email contact rules, workflows and control groups • Provide audience segments & insight to inform paid campaign activity • Work closely with product and trichology teams to understand better how to help our clinic clients and improving our customer communications to existing clients • Report on performance to the wider business, and use results to inform future decisions and roadmaps Success measures • Increase Customer Lifetime Value • Growth in marketable database • Growth in Client drops purchase rate and follow up consultations • Increase in customer retention rate • Positive shift on email KPIs. Open rate, CTR, and conversion and ability to articulate and clearly demonstrate how this performance has been achieved • Growth in revenue driven from email YoY Key skills/preferred experience • Strategic, data centric marketer with highly advanced technical and operational experience in email and SMS marketing • Experience of managing subscription communication and churn reduction desired • Highly Data driven and analytical – ability to both develop and understand complex data sets and derive accurate decision making based on data insight. Ability to analyse performance data and make logical decisions that improve performance • Experience with ESPs and setting up email automations and triggers within service-based platforms • Highly advanced in understanding of complex audience segmentation, workflow setup, delivery management of email marketing campaigns • Experience of developing target audience strategies to ensure high relevance and effectiveness of push campaigns • Ability to simplify complex ideas into easily understandable concepts for communications • Must be a self starter, proactive, flexible and able to handle multitude of projects and stakeholders at one time • Excellent attention to detail • Commercially minded • Management and development experience of direct reports.