At a Glance
- Tasks: Lead our CRM strategy to boost customer retention and drive long-term value.
- Company: Join Fussy, a mission-driven brand tackling single-use plastic in personal care.
- Benefits: Competitive salary, hybrid work, 33 days leave, gym membership, and share options.
- Other info: Exciting growth opportunities in a dynamic environment focused on innovation.
- Why this job: Make a real impact in a fast-paced start-up while promoting sustainability.
- Qualifications: Experience in DTC retention, strong analytical skills, and CRM system knowledge.
The predicted salary is between 60000 - 70000 £ per year.
About Fussy
We’re Fussy…about everything in our mission to banish single‑use plastic from your bathroom. Having experienced exceptional growth over the past four years, we are now looking for a talented individual to join the team as our Retention Lead.
About the role
You’ll report to our Director of Growth, Hugh, working together to continue to build out a world‑class retention engine that drives long‑term customer value. You’ll own our CRM strategy end‑to‑end, using data to understand our customers, identify opportunities, and deliver measurable impact across our retention channels.
Responsibilities
- Own and evolve our CRM and retention strategy end‑to‑end, with clear accountability for LTV, repeat rate, and churn reduction.
- Build out our retention channel strategy, taking ownership of existing channels (Klaviyo, PaperRun) whilst evaluating new channels.
- Think commercially to understand our flows, where they are performing and where we can make targeted improvements.
- Lead a rigorous testing and experimentation roadmap, continuously improving performance through data‑driven iteration.
- Take ownership of the performance of campaigns, implementing learnings to drive incremental improvement to our touch points.
- Work cross‑functionally with brand, growth, and CX to deliver a seamless, personalised customer experience at every touchpoint.
About you
Great comes in lots of different forms, and we’re really open to seeing candidates from a range of backgrounds. Given the nature of this role and what we’ll ask of you, we do believe that the following skills are needed to be able to deliver to a high standard:
- Proven experience owning and improving retention for a DTC subscription business is essential.
- Experience managing a (small) team.
- Strong analytical skills, you are at home in cohort data and know how to surface key insights.
- Hands‑on experience with CRM systems (e.g. Klaviyo, Attentive, WhatsApp).
- Ability to think holistically about the customer lifecycle, balancing customer experience with commercial needs.
- Strong prioritisation skills – you are comfortable balancing competing priorities and working on the highest value items.
Additional skills
- Ability to build dashboards in BI tools.
- Knowledge of SQL.
Is this right for you?
You don’t like working in fast‑paced and changeable environments (this is start‑up life, after all).
What we offer
- A chance to play a part in banishing single‑use plastic from the bathroom.
- A salary of £60,000 - £70,000 depending on skills & experience.
- Hybrid working with Tuesdays, Wednesdays and Thursdays in our London (Shoreditch) office.
- 33 days annual leave, including flexible bank holidays + a day off for your birthday – we encourage you to take time off to switch off, rest and recharge.
- Our WellHub membership with a range of fitness & wellbeing options – we care about our team’s wellness, from physical to mental health.
- Share options after probation, so that you can benefit from our growth.
- Gym membership.
Who we are
Fussy are on a mission to banish single‑use plastic from the bathroom by designing simple, effective and convenient personal care products that are backed by science not buzzwords. Our first product, a refillable deodorant, is now the UK’s top‑rated natural deodorant and has blessed the armpits of everyone from Holly Willoughby to some very well‑known personalities. We have put in place the foundations of a world‑class team of employees and advisors and this is a super exciting time to join as we are now looking to accelerate our growth into new products and territories.
Retention Lead (CRM) Marketing · London · employer: Fussy Ltd
Fussy is an exceptional employer, dedicated to creating a positive work environment that champions sustainability and employee well-being. With a strong focus on personal and professional growth, we offer generous benefits including 33 days of annual leave, hybrid working arrangements, and wellness initiatives through our WellHub membership. Join us in our mission to eliminate single-use plastics while enjoying the dynamic culture of a fast-growing start-up in the heart of London.
