Senior CRM Executive

Are you a CRM expert that lives for CLTV? If you understand the benefit of a good repeat rate, and are passionate about delivering great experiences for existing customers, then read on.

About the brand: This company is on a mission to challenge the taboos around the natural transformations that a woman’s body goes through. They’ve built a business that tens of thousands of women love, selling skincare and solutions to help at every stage of their lives. They make taboo-busting body care for problems no one likes to talk about. They make empowering products that celebrate women’s bodies at every stage. They champion women’s health. More than anything, they create products that actually work.

Their next big challenge is harnessing that passion to fuel ambitious future growth plans. Focusing on customer lifetime value and repeat rate, they’re looking for a dedicated CRM Manager that can work with their leadership team and feed up into our strategy, as well as execute at a tactical level to deliver the emails, improve the unboxing experience, and give their amazing customers the experience they deserve - whether they’re buying directly from the website or through one of their retail partners.

You won’t be starting from scratch though - they’ve got existing automation flows, retention strategies, a strong brand identity and an amazing catalogue of content that their community really engage with. On top of that they’ve got a brilliant and passionate team.

So if that sounds like an opportunity you’d like to explore, and you know how to grow customer lifetime value - preferably in an e-commerce environment focused on engaging customers, building community, and finding genuine reasons to keep folks coming back time and time again - then this could be a great fit for you.

About the gig: Completely owning the ‘Existing Customer’, you’ll be responsible for driving business growth by ensuring their amazing community continues to use their products. Second order rate, time between purchases, CLTV, subscription churn, referral rate - you’ll be responsible for improving all their existing customer success metrics through the tactics and strategy you’ll define.

• Optimising how they communicate with customers, from capturing as many customers as possible through our retail partners to owning their list hygiene processes and driving up deliverability.
• Owning all existing customer marketing communications across multiple touch points, whether it’s email, SMS, on-site, or the physical unboxing experience.
• Improving their subscription offering to address customer pain points and reduce churn.
• Building and owning automation flows that entertain, educate and engage to guarantee that their customers are getting the most from their purchases.
• Feeding into the bigger marketing and business strategies to make sure that the existing customer experience is represented at every stage.

About you: You’ll have around 5 years’ experience in CRM, with a proven track record of driving up customer lifetime value metrics. You’re data-driven, using performance metrics and business trends to inform your decisions and strategy. You’ll be comfortable creating a compelling retention strategy from the ground up, with clear action plans designed to improve performance. You’re full of ideas and not afraid to share them.

• You know how to build emails (ideally in Klaviyo) that land in someone’s inbox, and drive them to take action.
• You’re organised, self-motivated, and able to work to deadlines.
• You’re keen to grow, with ambitious growth targets.
• You preferably have experience working in a growing e-commerce company, ideally in the skincare / health & wellness space.
• You’re all about content, education and premium brand building over bargain basement promos & constant flash sales.

The important details: This is a full-time position, 9am-6pm, 5 days a week. Hybrid working (2 days per week in our London office). Plus 1 extra day off to celebrate your birthday. A key operational role with real ownership and impact. Direct access to leadership and fast-track development. Annual salary reviews based on performance. Staff discount on all company products. The opportunity to grow as the brand scales. The chance to work for a brand redefining women’s body care. You’ll need to be based in the UK and have the right to work in the UK. We cannot sponsor for this role.

About us: We’re a small, passionate team united by a cause that we care deeply about - challenging taboos in women’s healthcare and supporting women through life’s physical and emotional changes. We’re not just creating skincare; we’re leading a movement of self-love, science-led solutions, and celebrating these transitions as valuable stages of life. If you think you’re the right fit for the role and that sounds like something you want to be a part of, we’d love to hear from you.