At a Glance
- Tasks: Lead our CRM strategy to enhance 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.
- 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.
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!
Retention Manager / CRM Manager employer: Fussy
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 growth, we offer generous benefits including 33 days of annual leave, hybrid working arrangements, and share options, all while fostering a collaborative culture in our vibrant Shoreditch office. Join us in our mission to eliminate single-use plastics and be part of a dynamic team that values innovation and impact.
