Hybrid working - 3 days in office - Hackney (London Fields) Role type – Permanent / Full Time Compensation: Up to £60,000 DOE The role We’re on the hunt for a strategic and hands-on Head of CRM to join our multi-award-winning retention marketing agency. In this senior role, you’ll lead and grow our CRM team (currently 3+), working closely with our in-house copy and design functions to deliver world-class Email & SMS marketing for a roster of industry-leading DTC brands. You’ll bring deep experience with Klaviyo and a proven ability to drive customer engagement, loyalty, and LTV through lifecycle marketing. From high-performing flows to sharp segmentation strategies, you’ll set the standard for best-in-class retention - across industries like snacks, beverages, supplements, apparel, and more. Key responsibilities Strategy & Client Leadership • Own the lifecycle marketing strategy across email and SMS for all clients — driving engagement, repeat purchases, retention, and LTV. • Regularly liaise with priority clients to deliver monthly and quarterly strategies tailored to their goals and growth stage. • Act as point of contact for escalations or strategic conversations not resolved at the Account Manager or Executive level. • Oversee and optimise CRM campaign briefs and flows, ensuring all work aligns with client objectives and brand tone. • Stay ahead of industry trends, platform updates (e.g. Klaviyo, Postscript, WhatsApp), and emerging best practices — bringing innovation into our client work. Team Leadership & Development • Manage and mentor the CRM team — overseeing onboarding, training, weekly 1:1s, and bi-annual performance reviews. • Maintain high team satisfaction and wellbeing, while building a culture of feedback, performance, and personal development. • Effectively prioritise CRM team resource allocation across clients based on profitability, churn risk, and strategic value. Operations & Performance • Own quarterly KPIs for the CRM team and drive performance across the portfolio of brands. • Set and refine internal workflows and processes to streamline execution and improve output quality. • Lead team capacity planning and resource management to ensure delivery across all accounts. Data, Optimisation & Reporting • Leverage data to continuously test, measure, and optimise CRM strategy and execution. • Develop and maintain high-quality reporting templates and strategic decks used across clients. • Lead segmentation, deliverability, and audience logic best practices — ensuring every campaign and flow hits the right inbox, at the right time. • Provide clear reporting and actionable recommendations to internal teams and clients, with confidence in forecasting, revenue attribution, and growth metrics. Cross-Functional Collaboration • Work closely with Account Managers, Designers, Copywriters, and Executives to deliver best-in-class retention campaigns. • Build relationships with tech vendors (Klaviyo, Attentive, Recharge, etc.) to ensure our clients are getting the most from the platforms we use. • Help shape the onboarding and CRM strategy for new brand launches, ensuring alignment with our standards and playbooks. Requirements • 4+ years of experience in CRM, retention marketing, or lifecycle strategy — ideally within a fast-paced agency or high-growth DTC brand • Deep hands-on knowledge of platforms like Klaviyo, Skio & Attentive etc, and Shopify • 3+ years experience working with Shopify & in the DTC space (CPG/FMCG experience is a bonus) • Proven track record of driving measurable growth through email and SMS marketing • Expertise in email best practices, including segmentation, deliverability, copy and design approaches • Strong analytical and strategic skills, understanding of A/B testing practices, ability to draw conclusions from data and take action accordingly • Experience managing and mentoring high-performing teams • Excellent communication skills — able to present strategies clearly to clients and team, and back decisions with data • Confident handling multiple stakeholders, shifting priorities, and fast turnarounds without sacrificing quality • Highly organised and systems-oriented - comfortable building workflows, managing team capacity, and setting standards • Commercial mindset - able to balance retention strategy with business outcomes and client growth goals • Self-motivated with a client-first mentality, consistently taking the initiative to deliver exceptional results. • Comfortable with reporting, forecasting, and performance reviews at both tactical and strategic levels About us ElliotDigital is a multi-award winning, highly-collaborative, and fast-growing retention marketing agency in London, working with the most exciting and disruptive DTC brands in their respective industries. Our expertise in email and SMS marketing allows our clients to cultivate relationships with potential customers and build lasting relationships with current customers to create lifetime value. We are looking for someone to bring unmatched creativity, curiosity and good energy to our small and dynamic team. Perks: • Competitive salary • EMI Share options • Hybrid working (3 days in Hackney-based office, 2 WFH) • Provided MacBook laptop to work from • Get your birthdays off • Unlimited free coffee • Dog-friendly office • Tons of office snacks (and discounts to ElliotDigital brands) • Team lunches and social activities • Work from abroad for up to 3 weeks a year • Agency culture is important - you’ll be working in a team environment • Access to a yearly training budget to spend on developing your role in the agency Hybrid working - 3 days in office - Hackney (London Fields) Role type – Permanent / Full Time Compensation: Up to £60,000 DOE