CRM Manager

Overview

In this CRM Manager role, you own the customer lifecycle to boost engagement, retention and reactivation. You’ll work within the Customer Experience and Product team to orchestrate multi-channel campaigns and use data to personalise and test strategies. The job focuses on reducing churn, increasing loyalty and customer lifetime value. It’s a hands-on yet strategic position with cross-functional collaboration and impact on growth.

Responsibilities

• Own automated customer journeys across onboarding, nurture, retention, loyalty and re-engagement
• Manage CRM activity across email, SMS, WhatsApp and direct mail with timely relevance
• Develop test-and-learn frameworks for messaging, content, timing and journeys
• Build segmentation and personalisation using behavioural and transactional data
• Create triggered campaigns from customer behaviour and identify new engagement opportunities
• Review campaign performance and drive improvements in CRM activity
• Produce monthly CRM reports and share insights with senior stakeholders
• Build email templates in the CRM and partner with the creative team to speed up campaigns
• Manage the CRM communications calendar balancing planned and new opportunities
• Develop retention and reactivation campaigns to reduce churn and win back lapsed customers
• Leverage CRM activity to increase engagement, repeat purchases, attachment rates and AOV
• Manage and mentor a CRM Executive to support day-to-day activity

Key requirements

• Strong CRM and lifecycle marketing experience in a DTC or subscription-based business
• Experience building and optimising automated customer journeys
• Understanding of retention, reactivation and loyalty strategies
• Hands-on experience with CRM platforms such as Iterable, Klaviyo, Braze or similar
• Experience running campaigns across email, SMS and direct marketing channels
• Strong knowledge of segmentation, personalisation and behavioural triggers
• Experience with A/B testing and using campaign data to inform decisions
• Commercial mindset with understanding of metrics like CLV, churn, repeat purchase rate and AOV
• Ability to balance CRM strategy with hands-on campaign delivery
• Some knowledge of HTML and design software for email templates
• Strong communication skills and stakeholder management
• Experience mentoring or developing junior CRM team members

• 강한 커뮤니케이션 능력
• 협업 지향적
• 전략적 사고
• Iterable
• Klaviyo
• Braze

…