CRM & Loyalty Manager – THG Nutrition

Overview

As CRM & Loyalty Manager for Myprotein within THG Nutrition, you own the full customer lifecycle across CRM channels to grow retention, repeat purchases and customer lifetime value. You’ll work with cross-functional teams to align CRM activity with commercial priorities, deploying data-driven, multi-channel campaigns at scale. You’ll design personalised journeys and loyalty initiatives that deepen customer relationships and advocacy. This is an impact role at a fast-paced, performance-driven ecommerce group with a clear focus on retention and value.

Pay / Benefits

• 25 days annual leave + bank holidays
• enhanced maternity and paternity pay
• up to 10 days compassionate leave
• volunteer leave
• salary sacrifice tech discounts
• on-site gym and physio

Responsibilities

• Own end-to-end CRM lifecycle across acquisition, onboarding, retention and reactivation
• Optimise journeys across web and app with personalised communications and segmentation
• Develop and execute loyalty initiatives with rewards and personalised experiences
• Develop segmentation strategies using behavioural, transactional and lifecycle data
• Deliver personalised communications to improve engagement and conversion
• Plan CRM campaigns across email, SMS, push and on-site messaging
• Build automated lifecycle journeys (welcome, abandonment, post-purchase, replenishment, win-back)
• Collaborate with brand, marketing and ecommerce to support revenue targets
• Lead A/B testing across content, timing, incentives & creative
• Analyse performance data and translate insights into strategic recommendations
• Report campaign effectiveness to stakeholders

Key requirements

• Proven experience in CRM, lifecycle marketing, or retention-focused roles within ecommerce
• Strong understanding of customer segmentation, behavioural marketing and lifecycle strategy
• Experience with CRM/marketing automation platforms (e.g., Braze, Bloomreach, Klaviyo)
• Commercial mindset linking CRM activity to revenue and CLTV
• Strong analytical skills in campaign performance
• Experience in fast-paced, performance-driven digital or D2C environments
• Excellent communication and stakeholder management skills

• Strong communication
• Stakeholder management
• Analytical mindset
• CRM platforms (Braze, Bloomreach, Klaviyo)
• Data-driven segmentation
• Lifecycle marketing automation

…