At a Glance
- Tasks: Lead and innovate Laundryheap's lifecycle messaging programme to boost customer retention.
- Company: Join an award-winning startup transforming the laundry industry globally.
- Benefits: Enjoy a hybrid work environment with competitive pay and growth opportunities.
- Other info: Work closely with a small team for quick decision-making and impactful results.
- Why this job: Shape customer loyalty strategies and make a real impact in a fast-paced setting.
- Qualifications: 5+ years in B2C lifecycle marketing with hands-on CRM experience.
The predicted salary is between 60000 - 75000 £ per year.
Laundryheap is an award-winning, industry-leading startup transforming the laundry and dry cleaning industry. With services across 14+ global markets and expanding rapidly across Europe, Asia, and North America, we pride ourselves on delivering clean clothes within 24 hours, making us one of the fastest services in the business.
You’ll lead Laundryheap’s lifecycle messaging programme - owning the strategy that turns first‑time customers into regulars, and regulars into subscribers. This isn’t a campaign execution role. It’s a leadership role with a hands‑on edge, sitting at the intersection of CRM, product and data. You’ll build the programme from the ground up - the strategy, the architecture, the channel mix, the testing rhythm - and you’ll manage a direct report to help deliver it. You’ll be accountable for repeat order rates and customer LTV across every cohort stage, and for setting the standard your team executes against.
You’ll directly manage a Customer Lifecycle Manager, who owns day‑to‑day sequence execution and optimisation across email, push, SMS and WhatsApp.
What You’ll Own
- The full retention loop:
- Post‑order habit sequences (1st → 2nd → 3rd+ orders)
- Win‑back and lapsed customer flows
- Subscription upsell tracks
- Behavioural nudges and lifecycle triggers
- Suppression logic and CRM segmentation architecture
- Channel mix across email, push notifications, SMS and WhatsApp – knowing when to use each and how they work together
The metrics that matter:
- Repeat order rate: 1st → 2nd, 2nd → 3rd, 3rd → 4th+
- LTV and Time to reorder by cohort
- Lapsed customer recovery rate
- Unsubscribe and spam rates (as guardrails)
Who You Are
Must‑haves:
- 5+ years in B2C lifecycle, retention or CRM marketing – ideally in a consumer app or marketplace
- Hands‑on experience building automated sequences in a behavioural CRM (Customer.io, Braze, Klaviyo or similar)
- Proven experience running CRM experiments – A/B tests on sequences, timing, copy, and segmentation – and translating results into programme decisions
- Experience running lifecycle programmes across more than one channel – email and push plus at least one of SMS or WhatsApp
- Comfortable writing your own briefs and copy
- Can read cohort data in a spreadsheet or BI tool and turn it into a testing hypothesis
- Understands suppression logic, exit conditions, and sequence architecture – not just campaign sends
What You Won’t Be Doing
- Waiting for a brief. This role writes them
- Being handed a finished strategy – you’ll shape it, pressure‑test it, and own what gets built
- Managing a large team – you’ll have one direct report and a lean setup. The upside is full ownership, fast decisions, and a direct line to results that matter
Work Schedule
9:00 AM to 6:00 PM GMT, 5 days a week (Mon‑Fri), Hybrid Role
If you’re a lifecycle marketing leader who thrives on owning retention strategy end‑to‑end, building high‑impact CRM programmes from scratch, and using data and experimentation to drive repeat customer behaviour across multiple channels, this is your opportunity to shape and scale customer loyalty within a fast‑growing, global team at Laundryheap.
Senior CRM & Lifecycle Marketing Manager in London employer: Laundryheap
At Laundryheap, we are not just transforming the laundry and dry cleaning industry; we are also committed to fostering a dynamic and inclusive work environment that empowers our employees to thrive. As a Senior CRM & Lifecycle Marketing Manager, you will have the unique opportunity to lead innovative strategies in a fast-paced startup culture, with access to professional growth opportunities and a supportive team. Our hybrid work model and commitment to employee well-being ensure that you can achieve a healthy work-life balance while making a significant impact on customer loyalty across our global markets.
StudySmarter Expert Advice🤫
We think this is how you could land Senior CRM & Lifecycle Marketing Manager in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Show off your skills! Create a portfolio or case studies that highlight your past successes in CRM and lifecycle marketing. This will give potential employers a taste of what you can bring to the table.
✨Tip Number 3
Prepare for interviews by practising common questions related to lifecycle marketing. Be ready to discuss your strategies and how you've driven customer retention 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 genuinely interested in joining our team at Laundryheap.
We think you need these skills to ace Senior CRM & Lifecycle Marketing Manager in London
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your enthusiasm for lifecycle marketing shine through! We want to see how excited you are about transforming customer experiences and driving retention. Share specific examples of your past successes to really make your application pop.
Tailor Your CV:Make sure your CV is tailored to the role at Laundryheap. Highlight your experience in B2C lifecycle marketing and any hands-on work with CRM tools. We love seeing how your skills align with our needs, so don’t be shy about showcasing relevant projects!
Craft a Compelling Cover Letter:Your cover letter is your chance to tell us why you’re the perfect fit for this role. Be sure to mention your leadership style and how you plan to build and optimise our lifecycle messaging programme. Keep it engaging and personal – we want to get to know you!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us that you’re proactive and keen to join our team at Laundryheap!
How to prepare for a job interview at Laundryheap
✨Know Your Metrics
Before the interview, brush up on key metrics like repeat order rates and customer lifetime value. Be ready to discuss how you've influenced these metrics in your previous roles, especially in B2C lifecycle marketing.
✨Showcase Your Hands-On Experience
This role is all about strategy with a hands-on edge. Prepare examples of how you've built automated sequences in behavioural CRMs and run successful A/B tests. Highlight your direct involvement in shaping lifecycle programmes.
✨Understand the Channel Mix
Familiarise yourself with the different channels mentioned in the job description—email, push notifications, SMS, and WhatsApp. Be prepared to discuss when and how to use each channel effectively based on customer behaviour.
✨Bring Your Creative Briefs
Since this role involves writing briefs and copy, think of some creative ideas you could bring to the table. Prepare to discuss your approach to crafting compelling messaging that drives customer engagement and retention.
