CRM/ Retention Manager

About Heur

Heur is a boutique ecommerce agency working with some of the most exciting luxury, lifestyle and FMCG brands in the UK and beyond. We act as the embedded ecommerce team for our clients – spanning strategy, management and growth. For us, marketing isn\’t about noise, it\’s about clarity: telling the right story, to the right people, at the right time.

The Role

As Heur\’s
CRM and Retention Marketing Manager

, you\’ll own how brands speak to their customers after the first purchase — driving repeat revenue, loyalty and lifetime value across our D2C clients. Evolving their customer lifecycle marketing proposition.

From far reaching strategy to BAU execution: you\’ll design, build and optimise flows, campaigns and retention programmes that make people come back again and again. You\’ll be hands-on in
Klaviyo

, deeply familiar with the
Shopify ecosystem

, and comfortable turning lifecycle data into insight, automation and incremental growth.

Your remit spans
email, SMS, loyalty, referral and subscription

programs — working closely with Ecommerce Directors, Paid Media, and Creative to ensure CRM and trading are in sync.

This is a role for someone who knows D2C inside out and loves combining brand storytelling with data precision.

What You\’ll Do

You\’ll be part of our managed ecommerce & growth teams, helping multiple clients plan, operate and ultimately grow their business. That will involve:

• Developing and owning CRM strategies across email, SMS, loyalty and referral channels
• Building and optimising automated flows in Klaviyo, and testing subject lines, creative, segmentation and timing to improve engagement
• Managing campaign calendars aligned with trading activity, launches and promotions
• Identifying lifecycle opportunities and creating loyalty and referral initiatives with key partners
• Partnering with Ecommerce Managers and Paid Media to link acquisition and retention activity to P&L targets
• Monitoring core CRM metrics and building dashboards to share weekly performance insights
• Testing new ideas across cross-sells, personalised recommendations, replenishment nudges and reactivation flows, and identifying gaps in segmentation and channel mix
• Feeding CRM insights into backlog planning with Ecommerce Directors and Growth Support
• Working with Creative to align content, messaging and brand tone with Heur\’s D2C playbook
• Supporting internal knowledge sharing and upskilling on CRM best practice

What We\’re Looking For

• 4+ years in CRM, email or lifecycle marketing (agency or brand-side)
• Expert in
  Klaviyo

and the
Shopify ecosystem

(flows, triggers, custom properties, dynamic blocks)
– Solid grasp of D2C retention metrics: LTV, repeat purchase rate, CRR, email-attributed revenue, AOV
– Experience with SMS platforms (Attentive, Klaviyo SMS, Postscript, etc.)
– Familiar with loyalty, referral and subscription platforms (Recharge, LoyaltyLion, etc.)
– Nice to have: experience with
Ometria

,
Emarsys

,
Dotdigital

or other ESP/CROM tools
– Confident in GA4, Looker Studio, or similar for attribution reporting

What We Offer

• Competitive salary
• Flexible working
• Fully remote – work from home
• Lifestyle perks and discounts
• Independent financial advice
• Company pension – auto-enrolment option with optional contributions matched by Heur up to 5%
• Holiday entitlement – 30 days per calendar year plus