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- Tasks: Craft seamless customer journeys and drive growth for a purpose-led brand.
- Company: Join Elizabeth Scarlett, a brand dedicated to wildlife conservation and joyful living.
- Benefits: Competitive salary, hybrid work, generous holiday, and personal development budget.
- Why this job: Make a real impact while helping to protect wildlife and create loyal customers.
- Qualifications: Experience in CRM and lifecycle marketing with a passion for data-driven strategies.
- Other info: Be the first hire in Lifecycle Marketing and shape our customer journey strategy.
The predicted salary is between 39000 - 52000 £ per year.
Create Joy. Protect Wildlife. Build for Growth. 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 and Loyalty 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.
Salary: £45,000 – £60,000 DOE + 10% bonus
Reporting to: Growth Director
Hybrid: 1 day per week in office
Location: Potters Bar (24mins from Kings Cross)
Employment type: Full-Time
Summary
If you're passionate about crafting seamless customer journeys and driving growth at every touchpoint, this role is for you. We're looking for a CRM and Loyalty Manager to own the full customer experience — from pre-purchase flows, through first conversion, into retention, loyalty, and advocacy. You'll sit in the Growth team and partner with Performance, eCommerce, and Creative to build systems that turn new customers into lifelong fans.
Why this role matters
At ES, 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 the customer journey from first touch to loyal advocate
- 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
- Build and Optimise the Customer Lifecycle Map the full customer journey from first impression to repeat purchase and advocacy
- Design and optimise pre-purchase flows (lead capture, welcome journeys, education content) to convert new buyers
- Develop post-purchase experiences that drive second orders, referrals, and long-term loyalty
- Own CRM, Email & SMS Manage all customer communications through Klaviyo and SMS platforms
- Create automated, personalised flows and campaigns that improve repeat purchase rate and lifetime value
- Continuously test subject lines, content, and offers to increase engagement and retention
- Grow Loyalty, Membership & Advocacy Build and scale a loyalty or membership programme that rewards repeat purchasing and engagement
- Design referral, review and advocacy mechanics that turn customers into brand promoters
- Partner with Creative and Marketing teams to deliver moments of joy that strengthen connection and community
- Execute Growth Experiments Across Channels Partner with the Growth Analyst to identify lifecycle opportunities and quantify impact
- Run experiments to improve conversion, AOV, and customer retention — from bundles and offers to content and UX changes
- Collaborate Cross-Functionally Work with Performance Marketing to connect acquisition campaigns to lifecycle journeys seamlessly.
- Partner with eCommerce to optimise onsite UX for returning customers (account pages, bundles, reorders).
- Align with Creative & Product Marketing on messaging, storytelling, and campaign delivery.
Who we are looking for
- Mindset Analytical and customer-obsessed
- Curious, experimental and data-driven
- Collaborative and excited by cross-functional work
- Must-have skills Expertise in CRM and lifecycle marketing (email, SMS, segmentation)
- Strong grasp of customer data and cohort analysis
- Ability to design and implement automated customer journeys
- Nice-to-have skills Experience with loyalty, referral or membership programmes
- Knowledge of Klaviyo, GA4, and A/B testing tools
- Experience 4+ years in CRM, retention or lifecycle marketing, ideally within a DTC or eCommerce environment
Backgrounds we value: growth marketing, CRM management, retention strategy, digital trading
Culture fit 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 £45,000 – £60,000 DOE
- 10% discretionary bonus
- Flexibility and time Hybrid working (minimum days in-office)
- 24 days holiday plus bank holidays
- 1 month "work from anywhere" in a ±2 hr timezone
- Personal development Annual L&D budget (3% of salary)
- Annual summer retreat (e.g. 42 Acres in Somerset)
- Team perks £500 ES products per year plus 60% team discount
- 25% friends and family discount code
Impact and ownership First hire in Lifecycle Marketing, shaping the entire customer journey 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
Our hiring process
- Intro call with our People and Culture Manager (no video required)
- Interview with Growth Director
- Interview with one of your future team
- Take-home task or case study
- Final round: presentation and interview with Growth Director and CEO
Ready to join a purpose-driven brand and help us scale joy and conservation impact? Apply now and bring your talent to Elizabeth Scarlett.
CRM and Loyalty Manager in London employer: Elizabethscarlett
Contact Detail:
Elizabethscarlett Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CRM and Loyalty Manager in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its values. For a role like CRM and Loyalty Manager at Elizabeth Scarlett, show your passion for conservation and how you can contribute to their mission.
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills in CRM and lifecycle marketing can help turn customers into lifelong fans. Keep it concise and engaging to leave a lasting impression.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in being part of the Elizabeth Scarlett team.
We think you need these skills to ace CRM and Loyalty Manager in London
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your passion for wildlife conservation and customer experience shine through. We want to see how your values align with ours at Elizabeth Scarlett, so don’t hold back!
Tailor Your CV: Make sure your CV is tailored to the CRM and Loyalty Manager role. Highlight your relevant experience in lifecycle marketing and any specific tools you've used, like Klaviyo. We love seeing how your skills can help us grow!
Craft a Compelling Cover Letter: Your cover letter is your chance to tell us why you’re the perfect fit for our team. Share your ideas on how you would enhance the customer journey and drive loyalty. Be creative and let your personality shine!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team. Let’s get started on this journey together!
How to prepare for a job interview at Elizabethscarlett
✨Know Your Customer Journey
Before the interview, take some time to map out the customer journey as you understand it. Think about how you would optimise each touchpoint from first impression to loyalty. This will show your analytical mindset and customer obsession, which are key for the CRM and Loyalty Manager role.
✨Showcase Your Data Skills
Be prepared to discuss your experience with customer data and cohort analysis. Bring examples of how you've used data to drive growth or improve customer retention in previous roles. This will demonstrate your ability to design and implement automated customer journeys effectively.
✨Collaborate and Communicate
Since this role involves working cross-functionally, think of examples where you've successfully collaborated with other teams. Highlight your communication skills and how you’ve partnered with marketing, eCommerce, or creative teams to achieve common goals.
✨Emphasise Your Passion for Purpose
Elizabeth Scarlett is all about creating joy and protecting wildlife. Make sure to express your enthusiasm for their mission and how your values align with theirs. Share any relevant experiences that showcase your commitment to purpose-driven work, especially in conservation or similar fields.
