CRM & Retention Manager Location: London Salary: Up to £55,000 A high-growth consumer business is looking for a CRM & Retention Manager to help shape how they engage and retain customers across the entire lifecycle. This is a key role within a collaborative growth team, reporting into the Retention & CRM Lead, with real ownership and room to evolve. They’re well past the start-up stage and scaling fast—with a growing customer base, strong brand loyalty, and a clear focus on improving the end-to-end customer journey. If you’re looking to go beyond day-to-day CRM and contribute to a broader retention strategy, this could be a strong next step. The Role: You’ll be the driving force behind daily customer comms—ensuring campaigns are delivered on time, flows are optimised, and learnings are fed back into the cycle. You’ll work hands-on in tools like Klaviyo while collaborating across creative, data, and external partners. Key responsibilities: • Execute seasonal email and SMS campaigns across multiple customer segments • Manage and optimise automated lifecycle flows (onboarding, win-back, loyalty) • Own campaign testing, with structured hypotheses and performance tracking • Collaborate with an agency to deliver campaigns to a high standard and on deadline • Build, launch and QA campaigns in platforms like Klaviyo • Use customer insights and segmentation to improve messaging and retention • Report on CRM performance and drive continuous improvement • Support wider retention initiatives over time—including loyalty, feedback loops, and post-purchase journeys What They’re Looking For: You’ll need to be comfortable balancing strategic thinking with hands-on execution. Attention to detail, strong project management, and an understanding of what drives great customer engagement are key. • 4–5 years’ experience in CRM or lifecycle marketing • Experience managing campaign calendars and automated flows • Proficiency in Klaviyo (or similar platforms) • Strong analytical mindset—able to test, learn and iterate • Eye for detail and experience working with creative/brand teams • Comfortable using tools like Figma or Canva • Keen to expand into broader retention projects over time