Senior CRM Lifecycle + Journeys Manager

ABOUT QUINCE Quince is a destination for builders, creators, innovators, and operators who want to come together and challenge the status quo. Our mission is simple: make really high quality essentials for really low prices, fairly and sustainably. We deliver on that mission through a unique manufacturer-to-consumer (M2C) model eliminating the layers of traditional retail that add cost and result in consumers paying more than they need to. We find, build relationships with, and work directly with the manufacturing partners behind some of the world’s finest products. From there, our teams design smart, efficient operational processes and build and deploy proprietary technology, AI, and analytics to help us scale fast. What began with a small assortment of elevated basics has quickly grown into a cross-category brand spanning apparel, accessories, home goods, and more. Today, tens of millions of people across a growing number of countries come – and return – to Quince because they trust us to deliver.

OUR CULTURE Quince is a culture built for builders by builders. Our way of working starts with a blank sheet of paper. We question conventional thinking, use technology and data to uncover new opportunities, and move quickly to turn ideas into reality. We aren’t interested in replicating how others do retail. We’re building a better way – at a speed and scale unlike anything that’s been done before. We dream big and chase the hard problems others shy away from. Rejecting long-held assumptions is part of our company’s DNA. Where conventional wisdom says you have to choose – soft or durable, speed or rigor, quality or price – we ask why that trade-off has to exist in the first place. Our pace is fast and the bar is high because our customers expect a lot from us and we refuse to let them down. We believe the best results come from challenging ourselves, learning from one another, and building on each other’s strengths. Here, responsibility is not determined by role, tenure, or seniority. Every team member - no matter their level - has the opportunity to drive our business and shape our trajectory. If you’re someone who likes to imagine new possibilities and build better systems rather than plug-in to outdated ones, Quince is the place for you.

THE ROLE The Senior Manager, CRM Lifecycle + Journeys owns every triggered flow in the customer journey across email, SMS, push, and in-app for UK, Germany, and France. You will build the automation engine that runs Quince's retention programme: from the welcome series a UK customer sees the day we launch, to the win-back flow that recovers a French customer six months later. This is a builder role. You will spend most of your first six months in Iterable and the CDP. You will write the flow logic, set up the data pipes, design the experiments, and ship the AI agents that take work out of building, testing, and reporting on flows. The Director, CRM owns the retention strategy and the campaign calendar. You own the triggered flow programme that runs alongside it. Two constraints shape this job. UK and EU privacy rules mean the US lifecycle playbook does not transfer unchanged: you will rebuild the identity-resolution layer and shift weight toward logged-in and app behaviour. Channel economics also differ across markets, with SMS in particular materially more expensive in Europe than in the US, so the sequencing of email, SMS, push, and in-app per flow per market is not the same as the US default. You will be joining a team that values speed, candor, and rigour. This role is for you if you like building things, you can hold a roadmap in one hand and a SQL query in the other, and you have an opinion on how AI changes lifecycle work over the next 18 months.

Responsibilities:

• Build, launch, and own every triggered lifecycle flow for UK (July 2026), DE (October 2026), and FR (November 2026): welcome, browse abandon, cart abandon, post-purchase, low stock, back in stock, win-back, replenishment, care instructions.
• Partner with MarTech to Ship AI agents and tooling that take work out of flow build, copy, segmentation, and QA. Target at least one end-to-end CRM agent in production by EoY1 and a 50% reduction in flow concept-to-deployment time within 90 days.
• Partner with the Data team to run the triggered‑flow testing roadmap with statistically sound design. Minimum 6 A/B tests per quarter per flow per market.
• Build channel‑cost decision logic across email, SMS, push, and in-app per flow per market.
• Recover signal lost from fingerprinting and consent restrictions in UK/EU by pushing app and logged‑in routing for non‑consenting users.
• Stand up and run the localisation pipeline with freelance copywriters for EN‑UK, DE, and FR. Localised flow content live before each market launch.
• Partner with tech team to maintain CDP quality across UK/EU: data model, integrations (Iterable, Attentive, app SDK, site events), data hygiene, latency, and identity‑resolution accuracy.

Qualifications Required:

• 6+ years lifecycle/CRM marketing in DTC or ecommerce, including at least 3 years owning automated/triggered flows end to end (not campaign/blast).
• Hands‑on with Iterable (preferred), or comparable ESP (Braze, Klaviyo, SFMC). Must have built flows in the tool, not just briefed them.
• Hands‑on with a CDP: Segment, mParticle, Hightouch, Census, or similar. Must understand identity resolution and data hygiene.
• Has built or deployed AI agents or LLM workflows in a marketing context (copy, segmentation, flow logic, QA). If you have not shipped one yet, you can describe the one you would ship in your first 90 days here.
• SQL proficient. Can self‑serve in Looker, Lookr, or BigQuery without waiting for an analyst.
• A/B testing rigour. Knows what statistical significance means and where it breaks in lifecycle (sample size, primary metric selection, novelty effects).
• Working knowledge of UK/EU privacy law (GDPR, PECR) and consent management. Understands what changes operationally when fingerprinting is restricted.
• Detail‑oriented. Triggered flows live or die on edge cases (locale, currency, time zone, opt‑in state, suppression rules).
• Strong cross‑functional operator. Will work daily with creative, brand, data science, tech, and US CRM counterparts.

Preferred:

• Multi‑market lifecycle experience (UK + DE or FR), fashion or home goods background, app‑native lifecycle experience, fluency in DE or FR.

All posted ranges are reflective of base salary and may vary depending upon experience level and location. Bonus and equity may also be provided for eligible roles. Pay Range £80,000 — £90,000 GBP.

WHY QUINCE? Joining Quince means being part of a mission‑driven team reshaping retail. You will work alongside talented colleagues, tackle meaningful challenges, and contribute to building a more sustainable, accessible future for customers and partners alike.

EQUAL OPPORTUNITY & HIRING INTEGRITY Quince provides equal employment opportunities to all employees and applications for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran or military status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, and local laws. Employment is contingent upon successful completion of a background check. Quince will conduct background checks in compliance with applicable federal, state, and local laws. At Quince, we’re dedicated to recruiting top talent who share our drive for innovation. To safeguard candidates, Quince emphasizes legitimate recruitment practices. Initial communication is primarily via official Quince email addresses and LinkedIn; beware of deviations. Personal data and sensitive information will not be solicited during the application phase. Interviews are conducted via phone, in person, or through the approved platforms Google Meets or Zoom—never via messaging apps or other calling services. Offers are merit‑based, communicated verbally, and followed up in writing. If personal information is requested to initiate the hiring process, rest assured it will be through secure and protected means.