At a Glance
- Tasks: Own and evolve our CRM strategy to boost customer retention and drive long-term value.
- Company: Join Fussy, a mission-driven brand banishing single-use plastic from bathrooms.
- Benefits: Competitive salary, hybrid working, 33 days leave, gym membership, and share options.
- Other info: Fast-paced start-up environment with opportunities for personal and professional growth.
- Why this job: Be part of a growing team making a real impact on sustainability.
- Qualifications: Experience in DTC subscription retention and strong analytical skills required.
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. 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. This is an exciting opportunity to join scale-up through a significant period of growth. You’ll be a strategic partner to the leadership team and a champion for our people.
About the role
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. You will 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. You will 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
And anyone who has these skills too would likely be a super fit for this role, but these are by no means essential:
- Ability to build dashboards in BI tools
- Knowledge of SQL
This isn’t the right role for you if…
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 known Dragons’. 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. We as a brand have the responsibility, consumers have the power and it’s only together we can do this. Power to your pits!
CRM Manager employer: Fussy
Fussy is an exceptional employer, offering a dynamic work environment in the heart of Shoreditch, London, where innovation meets sustainability. With a strong focus on employee well-being, we provide generous benefits including 33 days of annual leave, hybrid working options, and a WellHub membership to support your health. Join us as we grow and make a meaningful impact in the fight against single-use plastics, while enjoying opportunities for personal and professional development in a fast-paced, supportive culture.
StudySmarter Expert Advice🤫
We think this is how you could land CRM Manager
✨Tip Number 1
Get to know Fussy inside out! Research their mission, values, and products. When you understand what they stand for, you can tailor your conversations to show how you can contribute to their goals.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by thinking about how your experience aligns with their needs. Be ready to discuss specific examples of how you've improved retention in previous roles, especially in DTC subscription businesses.
✨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 Fussy team.
We think you need these skills to ace CRM Manager
Some tips for your application 🫡
Show Your Passion for Sustainability:When you're writing your application, let your enthusiasm for sustainability shine through! We love candidates who are as passionate about banishing single-use plastic as we are. Share any relevant experiences or projects that highlight your commitment to this cause.
Tailor Your Experience:Make sure to customise your application to reflect how your skills and experiences align with the role of CRM Manager. We want to see how you've owned and improved retention strategies in the past, so don’t hold back on those details!
Be Data-Driven:Since this role is all about using data to drive decisions, include specific examples of how you've used analytics to improve customer retention. We’re keen to see your analytical skills in action, so don’t forget to mention any tools you’ve used!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to keep track of your application and ensures you don’t miss out on any important updates. Plus, it shows you’re serious about joining our mission!
How to prepare for a job interview at Fussy
✨Know Your CRM Tools
Make sure you’re well-versed in the CRM systems mentioned in the job description, like Klaviyo and PaperRun. Familiarise yourself with their features and how they can enhance customer retention. Being able to discuss specific examples of how you've used these tools in the past will show you're ready to hit the ground running.
✨Showcase Your Analytical Skills
Prepare to discuss your experience with data analysis, especially in relation to customer retention metrics like LTV and churn rates. Bring examples of how you've used data to drive decisions and improvements in previous roles. This will demonstrate your ability to think commercially and make data-driven recommendations.
✨Demonstrate Cross-Functional Collaboration
Since this role involves working with various teams, be ready to share examples of how you've successfully collaborated with marketing, growth, or customer experience teams in the past. Highlight any projects where you’ve contributed to a seamless customer journey, as this aligns perfectly with Fussy's mission.
✨Embrace the Start-Up Culture
Fussy is looking for someone who thrives in fast-paced environments. Be prepared to discuss your adaptability and how you've managed competing priorities in previous roles. Share stories that illustrate your ability to pivot quickly and maintain focus on high-value tasks, which is crucial in a scale-up setting.
