CRM Manager in London

At Elizabeth Scarlett, we believe work should feel meaningful. We exist to create joyful living while raising funds to protect the world’s most precious wildlife. By 2030, our goal is to contribute £2 million to conservation.

As our next CRM Manager, you will join a team that leads with kindness, dreams big and takes action together. You will be helping to scale a creative, purpose‑led brand while shaping the impact we make in the world.

If you’re passionate about crafting high‑performing emails and driving growth with automation, this role is for you. We’re looking for a CRM Manager to own our e‑mail channel — from pre‑purchase flows, through first conversion, into retention, and advocacy. You’ll sit in the Growth team and partner with eCommerce and Creative to build systems that turn new customers into lifelong fans.

Why this role matters: At Elizabeth Scarlett, your role is not just about tasks. It is about making sure the work you do supports our growth, delights our customers and helps us reach our conservation goals.

This is your chance to:

• Build and optimise our email purchase journey – you’ll own this channel completely
• Turn one‑time buyers into lifelong fans through data, creativity and storytelling
• Help shape the future of a fast‑growing, purpose‑led eCommerce brand

What you will be doing:

• Be the platform owner for Klaviyo and the channel owner for CRM, including email, SMS & Direct Mail
• Lead the segmentation along the customer journey to maximise email efficiency
• Maintain accuracy of all logic and data flowing in and out of the platform
• Support deliverability best practice by maintaining a clean, well‑structured and compliant CRM database

Campaigns:

• Manage the email campaign calendar
• Collaborate with the Brand Content and Growth teams to source campaign content and ideas
• Brief campaigns to Creative teams for copy & design, and the eCom Exec for building

Lifecycle Marketing Flows:

• Own all email & SMS automations and build strategies to maximise customer retention
• Plan and optimise pre‑purchase flows (welcome journeys & education content) to convert new buyers
• Develop post‑purchase experiences that drive second orders, and long‑term loyalty
• Build logic & segmentation in flows to maximise open rates, purchase rate and ensure our email flows are efficient, effective and revenue driving
• Maintain and QA all data flows into and out of the platform, including customer profiles, events, consent data and product feeds
• Continuously AB test subject lines, content, and offers to increase engagement and retention
• Partner with the Growth team to identify CRM opportunities and quantify impact
• Run experiments to improve email performance and customer retention

Reporting & Insights:

• Own CRM reporting across campaigns, automations and channels, including email, SMS and Direct Mail
• Analyse campaign and flow performance to identify trends, opportunities and areas for optimisation
• Partner with Growth and eCommerce teams to quantify the impact of CRM activity on customer retention and lifetime value
• Monitor channel performance against targets and use insight to improve future campaign and lifecycle activity

Who we are looking for:

• Analytical and customer‑obsessed
• Curious, experimental and data‑driven
• Collaborative and excited by cross‑functional work

• Strong grasp of customer data
• Deep knowledge of Klaviyo
• Technical ability to setup automation flows

• Shopify savviness – strong understanding Klaviyo & Shopify work together
• Good grasp of customer cohort analysis

• 4+ years in CRM marketing within a DTC or eCommerce environment
• Backgrounds we value: growth marketing, CRM management, retention strategy, digital trading

• Kind, collaborative and uplifting
• Entrepreneurial and action‑oriented
• Excited to join a brand with purpose and help us reach £2M raised for wildlife conservation by 2030

What we offer:

• Salary and bonus: 10% discretionary bonus
• Flexibility and time: Hybrid working (minimum days in‑office), Up to 1 month “work from anywhere” in a ±2 hr timezone
• Annual L&D budget (3% of salary)
• Annual summer retreat (e.g. 42 Acres in Somerset)
• £500 ES products per year plus 60% team discount
• 25% friends and family discount code

Impact and ownership:

• First hire in dedicated hire in CRM, shaping the entire email strategy from the ground up
• Direct partnership with the Head of eCommerce and Growth Analyst, owning the Repeat Purchase Rate KPI and all retention‑focused growth initiatives
• Direct contribution to our £2M conservation mission

Ready to join a purpose‑driven brand and help us scale joy and conservation impact?