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- Tasks: Lead our CRM strategy to enhance customer retention and drive long-term value.
- Company: Join Fussy, a mission-driven company tackling single-use plastic in personal care.
- Benefits: Competitive salary, hybrid work, 33 days leave, wellness perks, and share options.
- Other info: Exciting opportunity to join a fast-growing team with excellent career growth potential.
- Why this job: Make a real impact in sustainability while growing your career in a dynamic environment.
- Qualifications: Experience in DTC retention, strong analytical skills, and CRM system knowledge required.
The predicted salary is between 60000 - 65000 ÂŁ 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 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!
Retention Lead (CRM) employer: Fussy
Contact Detail:
Fussy Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Retention Lead (CRM)
✨Tip Number 1
Get to know the company inside out! Research Fussy's mission and values, and think about how your experience aligns with their goals. This will help you stand out in interviews and show that you're genuinely interested in being part of their journey.
✨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 can significantly boost your chances of landing that Retention Lead role.
✨Tip Number 3
Prepare for those tricky interview questions! Think about your past experiences with CRM systems and retention strategies. Be ready to share specific examples of how you've driven customer value and improved retention rates in previous roles.
✨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 serious about joining the Fussy team and making a difference in the fight against single-use plastics.
We think you need these skills to ace Retention Lead (CRM)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Retention Lead. Highlight your experience with CRM systems and retention strategies, and don’t forget to mention any relevant data-driven successes you've had in the past.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you’re passionate about our mission to banish single-use plastic and how your skills can help us achieve that. Be genuine and let your personality come through!
Showcase Your Analytical Skills: Since this role requires strong analytical skills, be sure to include examples of how you've used data to drive decisions in previous roles. We want to see your ability to surface insights and improve retention metrics.
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 don’t miss out on any important updates from our team!
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 experiences.
✨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 like LTV and churn rates.
✨Demonstrate Cross-Functional Collaboration
Since this role involves working with various teams, think of examples where you’ve successfully collaborated with marketing, growth, or customer experience teams. Highlight how you contributed to a seamless customer journey and what impact it had on retention.
✨Be Ready for Fast-Paced Questions
Given the dynamic nature of a start-up, expect questions about how you handle change and prioritise tasks. Prepare anecdotes that showcase your adaptability and decision-making skills in a fast-paced environment.