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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 a competitive salary, flexible working, and a culture that values empowerment and connection.
- Why this job: Make a real impact on customer experiences while promoting escapism and environmental wellbeing.
- 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: Our rewards package is designed to fuel your passions, support your ambitions, and cultivate an environment where you can thrive. In addition to a competitive salary it includes:
- 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.
CRM & Retention Manager in London employer: Passenger Clothing
Contact Detail:
Passenger Clothing 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, especially those who work at Passenger or similar companies. A friendly chat can open doors and give you insights that might just land you an interview.
✨Tip Number 2
Show off your skills! Create a portfolio or case studies showcasing your CRM and retention strategies. This will help you stand out and demonstrate your expertise in a tangible way.
✨Tip Number 3
Prepare for the interview by understanding Passenger’s brand values and culture. Be ready to discuss how your passion for escapism and the outdoors aligns with their mission. Authenticity goes a long way!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the Passenger team.
We think you need these skills to ace CRM & Retention Manager in London
Some tips for your application 🫡
Show Your Passion: When writing your application, let your love for escapism and the outdoors shine through. We want to see how your values align with ours, so share your personal experiences that connect with our brand purpose.
Tailor Your CV: Make sure your CV highlights your experience in CRM and email marketing, especially if you've worked with platforms like Klaviyo. We’re looking for specific examples of how you’ve increased customer lifetime value and executed successful campaigns.
Be Data-Driven: Since we value data literacy, include any relevant metrics or insights from your previous roles. Show us how you’ve used data to inform your strategies and improve retention rates – numbers speak volumes!
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 about the role!
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. Familiarise yourself with its features and how it can enhance customer retention. Be ready to discuss your past experiences using similar platforms and how you’ve maximised their potential.
✨Showcase Your Data Skills
Since data literacy is key for this role, prepare to talk about how you've analysed customer behaviour in previous positions. Bring examples of how your insights led to successful retention strategies or campaigns. This will demonstrate your ability to turn data into actionable results.
✨Emphasise Your Brand Alignment
Passenger values a strong brand connection, so be sure to express your passion for escapism and the outdoors. Share any personal experiences or projects that align with their mission. This will show that you’re not just a fit for the role, but also for the company culture.
✨Prepare for Problem-Solving Scenarios
Expect to face some hypothetical challenges during the interview. Think about past problems you've solved in your career, particularly in CRM or email marketing. Be ready to explain your thought process and how you approach problem-solving, showcasing your quick-thinking abilities.