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- Tasks: Own the customer lifecycle and drive long-term growth for a wellness brand.
- Company: Join Reformed, a fast-growing wellness brand focused on sustainable habits.
- Benefits: Competitive salary, fully remote work, and opportunities for career progression.
- Other info: Dynamic, high-growth environment with a focus on collaboration and innovation.
- Why this job: Make a real impact by shaping retention strategies in a scaling brand.
- Qualifications: 2+ years in CRM or retention marketing with strong analytical skills.
The predicted salary is between 45000 - 60000 £ per year.
We've teamed up with the fast-growing wellness brand, Reformed, who are now looking to secure a CRM & Retention Manager to take full ownership of their customer lifecycle and drive long-term growth. This is a high-impact role for someone who thrives on ownership, enjoys working cross-functionally, and wants to play a key part in shaping how a modern DTC brand builds lasting customer relationships.
About Reformed
Reformed is building a new standard in wellness, focusing on helping people create sustainable habits that actually stick. Blending science-backed products with thoughtful brand experience, Reformed is designed for long-term change, not quick fixes. Every touchpoint is built to support consistency, trust, and real results. As a growing DTC brand, Reformed is focused on building a deeply engaged customer base and a product ecosystem that keeps customers coming back.
Role Overview
As CRM & Retention Manager, you'll own and elevate the entire customer lifecycle, from first purchase through to repeat behaviour and long-term engagement. This role goes beyond campaign execution. You'll be responsible for building the strategy, systems, and frameworks that drive retention, improve customer experience, and increase lifetime value. You'll work closely with Growth, Product, Creative, and Operations to ensure retention thinking is embedded across the business.
What You'll Be Doing
- Lifecycle Strategy & Ownership
- Develop and execute the overarching retention and lifecycle strategy
- Build frameworks that increase engagement, reduce churn, and drive LTV
- Take full ownership of the customer journey across all touchpoints
- CRM Execution
- Manage CRM channels end-to-end (Email & SMS)
- Build and optimise automated lifecycle flows
- Deliver high-performing weekly campaigns that educate, convert, and engage
- Data & Insights
- Analyse customer behaviour, churn trends, and campaign performance
- Translate data into clear actions and opportunities for growth
- Define and track key retention metrics and KPIs
- Cross-Functional Collaboration
- Work closely with Growth, Product, Brand, and Creative teams
- Embed retention thinking into product launches, campaigns, and messaging
- Align lifecycle strategy with broader brand and growth initiatives
- Testing & Optimisation
- Continuously test segmentation, messaging, and campaign structure
- Improve attribution, reporting, and performance tracking
- Drive a culture of experimentation and continuous improvement
- Customer Experience
- Contribute to shaping the overall customer experience beyond CRM
- Identify friction points and opportunities across the journey
- Ensure every touchpoint supports long-term engagement and trust
What We're Looking For
- 2+ years' experience in CRM, lifecycle, or retention marketing within a DTC or eCommerce brand
- Proven experience building lifecycle strategies and automated flows
- Strong understanding of:
- Segmentation and personalisation
- Attribution and reporting
- Churn reduction and LTV growth
Salary & Benefits
£45,000 - £60,000 per annum (depending on experience)
Fully remote role
High ownership role with real impact on growth
Opportunity to shape retention strategy in a scaling brand
Fast-paced environment with strong progression opportunities
If this sounds like you then hit apply or email Ben on Ben@hypergrowthrec.co.uk to find out more! Reformed is committed to building a diverse and inclusive team. We welcome applications from all backgrounds and are happy to support any adjustments throughout the process.
CRM & Retention Manager in London employer: HyperGrowth Recruitment
Contact Detail:
HyperGrowth Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CRM & Retention Manager in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend webinars, and join relevant groups. 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 products and customer base, especially if you're eyeing a role like CRM & Retention Manager at Reformed. Tailor your answers to show how you can drive their retention strategy.
✨Tip Number 3
Showcase your skills with real examples! When discussing your experience, highlight specific campaigns you've managed or strategies you've implemented that led to increased customer engagement or reduced churn.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're genuinely interested in being part of the team at Reformed.
We think you need these skills to ace CRM & Retention Manager in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of CRM & Retention Manager. Highlight your experience in lifecycle strategies and retention marketing, and don’t forget to mention any tools you’ve used like Klaviyo or Attentive.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Share your passion for customer engagement and how you can contribute to Reformed’s mission. Be sure to connect your past experiences with the responsibilities outlined in the job description.
Showcase Your Analytical Skills: Since this role is all about data-driven decisions, include examples of how you've used analytics to improve customer retention or drive LTV growth. Numbers speak volumes, so don’t shy away from sharing metrics!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates!
How to prepare for a job interview at HyperGrowth Recruitment
✨Know Your CRM Inside Out
Make sure you’re well-versed in CRM tools like Klaviyo or Attentive. Be ready to discuss how you've used these platforms to build lifecycle strategies and automate flows. Highlight specific campaigns you've executed and the results they achieved.
✨Showcase Your Analytical Skills
Prepare to talk about how you analyse customer behaviour and churn trends. Bring examples of how you've translated data into actionable insights that drove retention and increased lifetime value. Numbers speak volumes, so have some metrics handy!
✨Demonstrate Cross-Functional Collaboration
Reformed values teamwork, so be ready to share experiences where you’ve worked closely with Growth, Product, or Creative teams. Discuss how you embedded retention thinking into broader initiatives and the impact it had on customer engagement.
✨Emphasise a Customer-Centric Approach
Talk about your understanding of the customer journey and how you’ve identified friction points in the past. Share how you’ve contributed to enhancing the overall customer experience beyond just CRM, ensuring long-term engagement and trust.