At a Glance
- Tasks: Lead CRM strategies to boost customer loyalty and retention through innovative campaigns.
- Company: Fast-growing subscription brand focused on direct-to-consumer success.
- Benefits: Competitive salary, bonus, equity, and hybrid work model.
- Other info: Join a high-growth team with opportunities for personal and professional development.
- Why this job: Make a real impact in a dynamic environment while shaping customer experiences.
- Qualifications: 4+ years in CRM or customer engagement with strong analytical skills.
The predicted salary is between 55000 - 65000 £ per year.
Location: Hybrid (London)
Salary: 55,000-65,000 + Bonus + Equity
About the Business
We're partnering with a fast-growing subscription-led consumer brand that has built a loyal customer base through a strong direct-to-consumer model. Customer retention sits at the heart of the commercial strategy, making lifecycle management, subscription growth and customer loyalty critical drivers of success. The business is entering an exciting new phase of growth and is looking for a commercially minded Retention & CRM Manager to take ownership of customer lifecycle performance and help shape the next stage of its CRM capability.
The Opportunity
This is a highly visible role with significant ownership and impact. As Retention & CRM Manager, you'll be responsible for developing and executing a best-in-class CRM and retention strategy, focused on increasing customer lifetime value, improving repeat purchase behaviour and growing subscription revenues. You'll own the end-to-end customer journey, working across email, SMS and personalisation channels to deliver data-driven lifecycle programmes that drive engagement, loyalty and revenue growth. This role would suit someone who enjoys combining strategic thinking with hands-on execution and is comfortable operating within a fast-moving, entrepreneurial environment.
Key Responsibilities
- Own and deliver the CRM and customer retention strategy across email, SMS and customer lifecycle programmes.
- Build, optimise and manage automated customer journeys including welcome, onboarding, post-purchase, replenishment, win-back and reactivation campaigns.
- Develop sophisticated customer segmentation strategies to improve relevance and engagement.
- Drive subscription growth through targeted lifecycle initiatives, testing and optimisation.
- Create and manage high-performing email templates and campaign assets.
- Analyse customer cohorts, retention trends and lifetime value data to identify opportunities for growth.
- Lead cross-sell and upsell initiatives to increase average order value and customer spend.
- Work closely with internal stakeholders to ensure CRM activity supports broader commercial and acquisition objectives.
- Deliver regular performance reporting, insights and recommendations.
- Monitor deliverability, compliance and customer database health.
What Success Looks Like
- Increased subscription revenue and subscriber growth.
- Improved repeat purchase rates and customer lifetime value.
- Enhanced customer segmentation and personalisation.
- Strong CRM automation framework with measurable commercial impact.
- Consistent optimisation through testing, insight generation and data-driven decision making.
- Increased revenue generated through cross-sell, upsell and retention initiatives.
About You
- 4+ years' experience in CRM, retention, lifecycle marketing or customer engagement.
- Strong hands-on experience with Klaviyo or a comparable CRM platform.
- Experience within a DTC, ecommerce or subscription-led business.
- Commercially minded with a strong understanding of LTV, CAC, retention and subscription economics.
- Comfortable working with customer data, segmentation and cohort analysis.
- Proven ability to independently manage and optimise CRM programmes.
- Strong copywriting and customer communication skills.
- Experience leveraging AI tools to improve workflow efficiency and campaign performance.
- Proactive, analytical and comfortable taking ownership in a high-growth environment.
Feel free to get in touch via the contact information below or apply to the advert if you would like to know more about the role. If you happen to know anyone who could be a good fit for this role, feel free to share this advert with them.
Email - a.adesanya1@masonfrank.com
Phone - +44 20 3148 4636 (Ext: 4636)
CRM Manager (Loyalty & Retention) in London employer: Mason Frank International
Mason Frank International is an exceptional employer, offering a dynamic work environment in London or Manchester where innovation meets inclusivity. With a strong focus on professional development and leadership training, employees are empowered to grow their skills while working with cutting-edge AI technologies. The hybrid working model ensures flexibility, making it an ideal place for those seeking meaningful and rewarding careers in the tech industry.
StudySmarter Expert Advice🤫
We think this is how you could land CRM Manager (Loyalty & Retention) in London
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We think you need these skills to ace CRM Manager (Loyalty & Retention) in London
Some tips for your application 🫡
Craft an Impactful Cover Letter:Your cover letter is your chance to shine! Focus on your passion for marketing communications and how your previous experiences can benefit Mason Frank International. Make sure to mention specific campaigns or projects you’ve worked on that showcase your creativity and strategic thinking.
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How to prepare for a job interview at Mason Frank International
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As you’re applying for a full-time position, show that you're not just looking for a job, but a career in marketing. Talk about the latest trends in marketing communications, your favourite campaigns, and why they inspire you. Your enthusiasm can really make you stand out and demonstrate that you’re committed to growing within the field.
