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For Companies At a Glance
- Tasks: Lead our CRM strategy to boost customer retention and drive long-term value.
- Company: Join a fast-growing company on a mission to eliminate single-use plastic from bathrooms.
- Benefits: Competitive salary, hybrid working, and 33 days annual leave.
- Other info: Work in a vibrant start-up culture with opportunities for personal growth.
- Why this job: Make a real impact in sustainability while developing your career in a dynamic environment.
- Qualifications: Experience in DTC subscription retention and strong analytical skills required.
The predicted salary is between 60000 - 65000 £ per year.
About Fussy
We’re a fast‑growing company on a mission to banish single‑use plastic from the bathroom. Over the past four years we’ve built a world‑class team and are now looking for a 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.
- 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. We’re open to candidates from a range of backgrounds. Given the nature of this role and what we’ll ask of you, the following skills are needed 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 - £65,000 depending on skills & experience.
Hybrid working with Tuesdays, Wednesdays and Thursdays in our London (Shoreditch) office.
33 days annual leave, including flexible.
Retention Lead (CRM) in London employer: Fussy
Contact Detail:
Fussy Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Retention Lead (CRM) in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues 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 culture. Understand their mission to banish single-use plastic and think about how your skills can contribute to that goal. Tailor your answers to show you're not just a fit for the role, but for the team too!
✨Tip Number 3
Show off your analytical skills! Be ready to discuss how you've used data to drive retention in past roles. Bring examples of successful campaigns you've led and be prepared to talk about the impact they had on customer loyalty.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of our mission at Fussy.
We think you need these skills to ace Retention Lead (CRM) in London
Some tips for your application 🫡
Show Your Passion for Sustainability: Make sure to highlight your enthusiasm for our mission to eliminate single-use plastics. We love candidates who share our values, so let that passion shine through in your application!
Tailor Your Experience: When detailing your experience, focus on your achievements in retention strategies and CRM systems. We want to see how you've made a measurable impact in previous roles, so be specific about your successes!
Be Data-Driven: Since this role is all about using data to drive decisions, include examples of how you've used analytics to improve customer retention. Show us your analytical skills and how they’ve led to tangible results.
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’re considered for this exciting opportunity with Fussy!
How to prepare for a job interview at Fussy
✨Know Your CRM Inside Out
Make sure you’re well-versed in the CRM systems mentioned in the job description, like Klaviyo and PaperRun. Be ready to discuss how you've used these tools in past roles to drive retention and improve customer engagement.
✨Showcase Your Analytical Skills
Prepare to talk about specific examples where your analytical skills made a difference. Bring data-driven insights to the table that demonstrate your ability to understand customer behaviour and improve retention metrics.
✨Demonstrate Your Team Leadership
Since this role involves managing a small team, think of examples where you’ve successfully led a team or project. Highlight your leadership style and how you motivate others to achieve common goals.
✨Be Ready for Fast-Paced Questions
Given the start-up environment, expect questions about how you handle change and prioritise tasks. Prepare examples that show your adaptability and ability to thrive in a dynamic setting.