London – Hybrid
Salary up to £60,000 plus generous benefits package
We’re looking for a commercially minded CRM Manager with strong Klaviyo expertise to join a fast-growing luxury brand. You’ll take ownership of the customer lifecycle, overseeing everything from onboarding and first purchase through to subscription engagement, retention and reactivation.
Combining strategic thinking with hands-on delivery, you’ll build personalised customer journeys that strengthen loyalty, grow customer lifetime value and deliver measurable revenue.
The Role
- Own the CRM strategy and delivery across email and SMS, aligning activity with wider marketing, ecommerce and commercial objectives.
- Oversee the complete customer journey, ensuring a seamless experience across prospect nurturing, onboarding, purchase, repeat purchase and reactivation.
- Manage subscription communications throughout the subscriber lifecycle, including onboarding, replenishment, renewal, payment recovery and cancellation prevention.
- Develop, optimise and scale automated flows within Klaviyo, including welcome, browse and basket abandonment, post-purchase, cross-sell and winback journeys.
- Own the CRM campaign calendar, balancing brand storytelling, product education, launches and key trading moments.
- Develop segmentation and personalisation strategies that reflect customer behaviour, preferences, purchase history and subscription status.
- Establish a structured testing programme across content, creative, timing and offers to improve engagement, conversion and retention.
- Monitor and report on CRM revenue, repeat purchase, subscription retention, churn and customer lifetime value, translating insights into clear actions.
- Work closely with ecommerce, marketing and customer experience teams to identify friction, improve journeys and deliver consistent communications.
- Oversee database health, consent management and deliverability to support sustainable channel growth.
Your Experience
- Proven experience in CRM or lifecycle marketing, with ownership of strategy and hands-on delivery, ideally within a luxury, premium or DTC brand.
- Strong Klaviyo expertise is essential, including campaign management, automated flows, segmentation, testing and reporting.
- Experience managing customer onboarding, retention and subscription journeys, with an understanding of how to reduce churn and increase lifetime value.
- Experience working with Shopify Plus and GA4, alongside Recharge or a similar subscription platform.
- A commercially focused, analytical approach, with the ability to turn customer insight into effective campaigns and measurable improvements.
- Strong creative judgement and attention to detail, ensuring every communication reflects the brand’s positioning.
- Confidence managing a busy CRM calendar, prioritising opportunities and working collaboratively across teams.
Why This Role
Join a luxury brand with real momentum and international growth ambitions, taking ownership of a channel central to its next stage of development.
You’ll have the opportunity to shape how customers discover, engage with and stay loyal to the brand, with a broad remit spanning onboarding, subscriptions and long-term retention.
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CRM AND Retention Manager employer: Fella and Jones
Fella & Jones is an exceptional employer, offering a dynamic work environment in the heart of London where creativity meets luxury. With a strong emphasis on employee growth and development, team members are encouraged to take ownership of their roles while collaborating with a diverse international network. The company promotes a culture of ethical sourcing and sustainability, ensuring that employees are not only part of a successful brand but also contribute to responsible practices in the industry.
