At a Glance
- Tasks: Develop and execute customer retention strategies, manage email and SMS marketing activities.
- Company: Tutti Bambini focuses on enhancing customer relationships throughout the parenting journey.
- Benefits: Work from home every Friday, fostering a flexible work environment.
- Other info: Position based at Tutti Bambini's Head Office in London.
- Why this job: Lead innovative CRM initiatives that directly impact revenue and customer loyalty.
- Qualifications: 5+ years in CRM or customer marketing, with hands-on experience in automation and segmentation.
The predicted salary is between 50000 - 60000 £ per year.
The CRM & Retention Manager is responsible for developing and executing Tutti Bambini's customer retention strategy, driving customer lifetime value, repeat purchase, engagement and loyalty across all customer touchpoints. The role owns the customer relationship beyond the first purchase, ensuring that every customer receives relevant, personalised communications throughout their parenting journey. Through the effective use of customer data, segmentation, automation and insight, the CRM & Retention Manager will increase customer retention, improve repeat purchase rates, and maximise the long‐term value of our customer base.
Working closely with Ecommerce, Brand, Performance Marketing and Customer Service teams, the role will develop a best‐in‐class CRM programme that strengthens customer relationships, improves customer experience and contributes directly to revenue and profitability growth.
Responsibilities
- Develop and own the customer retention strategy across all lifecycle stages.
- Identify opportunities to increase repeat purchase, customer engagement and lifetime value.
- Create retention initiatives aligned to key customer milestones and parenting journeys.
- Own the CRM calendar and customer communication plan.
- Manage all email and SMS marketing activity.
- Develop automated customer journeys including welcome, nurture, post‐purchase, replenishment, review, win‐back and loyalty programmes.
- Ensure communications are personalised, relevant and commercially effective.
- Develop customer segmentation strategies based on behaviour, purchase history, lifecycle stage and engagement.
- Create personalised customer experiences that improve conversion and retention.
- Continuously test and optimise messaging, content and targeting.
- Analyse customer behaviour and lifecycle performance.
- Generate actionable insights to improve retention and customer value.
- Build reporting dashboards and performance tracking frameworks.
- Work closely with Ecommerce and Performance Marketing teams to identify growth opportunities.
- Deliver revenue growth through CRM channels.
- Improve customer lifetime value, repeat purchase rate and customer engagement metrics.
- Optimise campaign performance through testing and continuous improvement.
- Manage CRM budgets and platform performance.
- Partner with Ecommerce, Brand, Creative and Customer Service teams to deliver a consistent customer experience.
- Support product launches, seasonal campaigns and promotional activity.
- Ensure CRM activity aligns with wider commercial and brand objectives.
Success in This Role
- Increase CRM‐attributed revenue contribution.
- Increase customer lifetime value (LTV).
- Increase repeat purchase rate.
- Increase average order value from returning customers.
- Reduce customer churn.
- Increase active customer database size.
- Improve email engagement metrics including open rates, click‐through rates and conversion rates.
- Increase SMS subscriber growth and engagement.
- Improve customer review generation and advocacy.
- Deliver automated lifecycle programmes across all key customer journeys.
- Improve post‐purchase engagement and customer satisfaction.
- Develop highly personalised communications based on customer lifecycle stage.
- Establish clear customer segmentation frameworks.
- Deliver regular customer insight reporting to support business decision‐making.
- Use testing and analysis to continuously improve CRM performance.
- Build strong collaboration between CRM, Ecommerce, Brand and Customer Service teams.
- Ensure CRM activity supports wider business objectives and commercial priorities.
About You
- 5+ years' experience in CRM, retention, lifecycle marketing, or customer marketing, preferably within ecommerce, DTC, or consumer brands.
- Proven track record of driving customer retention, repeat purchase rate, customer lifetime value (LTV), and revenue through CRM programmes.
- Hands‐on experience with email, SMS, loyalty, customer segmentation, automation, and customer journey development.
- Experience using CRM platforms such as Klaviyo, Salesforce Marketing Cloud, Braze, HubSpot, or similar.
- Strong analytical capability with experience interpreting customer and campaign data to identify opportunities and measure performance.
- Customer‐centric mindset with a deep understanding of customer lifecycle marketing.
- Strong commercial awareness and ability to link CRM activity to business performance.
- Data‐driven decision maker with excellent attention to detail.
- Strong project management and organisational skills.
- Excellent communication and stakeholder management abilities.
- Comfortable balancing strategic planning with hands‐on campaign execution.
Location: Tutti Bambini's Head Office, 1068 High Road, London, England, N20 0QP, with work from home every Friday.
CRM & Retention Lead in London employer: Heroes
Tutti Bambini is located in London and offers a flexible work-from-home policy every Friday. The team is dedicated to creating personalised customer experiences that enhance engagement and satisfaction throughout the parenting journey.
StudySmarter Expert Advice🤫
We think this is how you could land CRM & Retention Lead in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Heroes. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Heroes before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace CRM & Retention Lead in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Heroes:Your cover letter is your chance to shine! Tell us why you want to work at Heroes specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Heroes!
How to prepare for a job interview at Heroes
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
