Senior CRM Manager

Overview

In this role you lead the CRM function for a fast-growing D2C e-commerce retention agency, directing a small team across 20+ client brands. You design and optimize lifecycle campaigns, monitor CRM KPIs, and drive data-driven strategies with cross-functional partners. You’ll elevate clients’ retention and lifetime value while shaping the agency’s CRM capabilities. This position offers a collaborative, growth-focused culture with clear career progression and share options.

Pay / Benefits

• EMI share options
• free laptop
• clear career progression (Head of CRM roadmap)

Responsibilities

• Lead and develop a team of 3 CRM specialists
• Own CRM strategy and execution across 20+ D2C e-commerce clients
• Design, test and optimise lifecycle campaigns (winback, reactivation, retention)
• Oversee all campaign performance and CRM KPIs
• Collaborate with designers, copywriters, and account managers to deliver client outcomes
• Act as the go-to CRM expert, elevating data-driven strategy across the agency

Key requirements

• Strong CRM and retention expertise in e-commerce
• Deep knowledge of Klaviyo and Shopify, or similar tools
• Proven leadership experience managing at least one person
• Data-driven mindset with metrics like CLTV, ROI, and conversion rates
• Strategic yet hands-on—balancing leadership, client strategy, and optimisation
• Agency background or experience across multiple brands

• leadership
• collaboration
• communication
• Klaviyo
• Shopify
• CRM strategy and lifecycle campaigns

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