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- Tasks: Design and execute retention strategies to delight our community and boost customer loyalty.
- Company: Join a passionate team at Passenger, based in the beautiful New Forest.
- Benefits: Enjoy flexible working, generous leave, and a supportive culture that values your passions.
- Why this job: Make a real impact while promoting escapism and protecting the planet.
- Qualifications: 4+ years in CRM/ESP management with strong data literacy and communication skills.
- Other info: Embrace a dynamic work environment with opportunities for personal and professional growth.
The predicted salary is between 40000 - 50000 £ per year.
Passenger is based in the New Forest, UK. This is a hybrid role with 3 days per week at HQ (just 90 minutes from Clapham Junction if you’re in London) with flexibility to work remotely on the remaining days.
The Low down: We’re passionate about escapism, connection and the wellbeing of ourselves and our environment. In this position you’ll play a key role in delivering this brand purpose in a direct and rewarding way, reporting directly to the Head of Brand & Marketing. Passenger’s culture embraces diversity and celebrates good work. We’re looking for those who share our passion for protecting the planet while building something unique and authentic.
What you’ll be doing day to day:
- Lifecycle Strategy & Retention – Design and execute the retention roadmap that delights our community and increases customer lifetime value.
- Act as the lead for our ESP relationship. You will maximise the CDP’s potential and increase LTV through personalised, data-driven email sends.
- Build, test, and optimise high-performing weekly campaigns and automated flows.
- Analyse customer behaviour to identify segments, opportunities and deploy re-engagement campaigns.
- Work closely with the Brand team to ensure all touchpoints reflect our high brand standards.
- Manage our CRM platform and ensure 100% data integrity.
- Run the continuous A/B testing programme.
- Report key growth and retention metrics back to the business and use insights to inform retention tactics.
- Serve as a link between the Brand and E-com teams. You will ensure the website experience is aligned with CRM journeys, creating a seamless experience for our roamer.
What you will bring:
- A retention and email marketing specialist with at least 4 years professional experience managing a major CRM/ESP (Klaviyo and outdoor lifestyle retail experience a significant advantage).
- Data literate, able to read, understand and summarise complex data.
- A great communicator with a positive can-do attitude in a challenging and evolving environment.
- A natural problem solver, quick thinker and willing to take initiative.
- A love for escapism and the outdoors.
- An eye for great design, brand nuance and tone of voice.
What we offer:
- A culture of empowerment, freedom, flexibility, and trust.
- Escapism is serious business for us. We practise what we preach and connect together for monthly cabin sessions and getting outside.
- Our HQ is in the New Forest, 5 minutes from the sea.
- Typical hours: 8.30am - 5pm Monday - Friday (flexible for time spent outside of these hours).
- Annual Leave: 25 days plus bank holidays + a day for your birthday.
- Very generous staff discount and friends and family discount.
- Private Medical Insurance for you and your dependants.
- Enhanced pension contributions and family leave policies.
- Annual Volunteering Day to support causes that matter to you.
Equal Employment Opportunity: All qualified applicants will receive consideration for employment without discrimination on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or any other factors. Any applicant that believes they need reasonable accommodations to perform the duties of this role is invited to discuss this with us and let us know in your application.
CRM & Retention Manager employer: Passenger Clothing
Contact Detail:
Passenger Clothing Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CRM & Retention Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. 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 values and how they align with your passion for escapism and the outdoors. This will help you stand out as someone who truly fits into their team.
✨Tip Number 3
Showcase your skills through real-life examples. When discussing your experience, highlight specific campaigns you've managed and the results achieved. This will demonstrate your data literacy and problem-solving abilities effectively.
✨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 your enthusiasm for joining our unique and authentic team at Passenger.
We think you need these skills to ace CRM & Retention Manager
Some tips for your application 🫡
Show Your Passion: Let your love for escapism and the outdoors shine through in your application. We want to see how your personal interests align with our brand values, so don’t hold back!
Tailor Your CV: Make sure your CV highlights your experience with CRM and email marketing, especially if you've worked with platforms like Klaviyo. We’re looking for specifics that show you can deliver on our retention roadmap.
Be Data Savvy: Since we value data-driven decisions, include examples of how you've used data to inform your strategies in previous roles. Show us you can read and summarise complex data effectively!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Passenger Clothing
✨Know Your CRM Inside Out
Make sure you’re well-versed in the CRM tools mentioned in the job description, especially Klaviyo. Brush up on your knowledge of data-driven email marketing strategies and be ready to discuss how you've used these tools to enhance customer retention in your previous roles.
✨Showcase Your Data Skills
Prepare to talk about your experience with data analysis. Think of specific examples where you’ve identified customer segments or opportunities through data insights. Being able to summarise complex data into actionable strategies will impress the interviewers.
✨Emphasise Your Communication Skills
As a CRM & Retention Manager, communication is key. Be ready to share examples of how you’ve collaborated with different teams, like Brand and E-commerce, to create seamless customer experiences. Highlight your positive attitude and problem-solving skills in challenging situations.
✨Align with Their Values
Passenger values escapism and environmental wellbeing, so make sure to express your passion for the outdoors and sustainability. Share any personal experiences or initiatives that reflect these values, showing that you’re not just a fit for the role but also for their culture.