CRM & Retention Manager

CRM & Retention Manager – Digital Food Brand

Salary: £55,000 – £70,000

Location: London (Hybrid Working – 3 Days in Office)

A leading digital food brand is entering a high-growth phase and is now looking for its first CRM & Retention Manager to drive lifecycle marketing across its web and app products. With a vibrant creative presence, a loyal and fast-growing community, and a best-in-class digital experience, this is a unique opportunity to join one of the most culturally relevant brands in the food and lifestyle space.

The Company

This is a mission-led, content-first brand that has built an engaged community of over 750,000 home cooks across the UK, US, and Australia. Known for its bold, creative tone and deep cultural resonance with Gen Z and Millennial audiences, the company is scaling fast and building a world-class growth function.

With a collaborative and data-driven culture, the team is focused on delivering a best-in-class product experience while investing in retention as a core driver of sustainable growth.

The Role

This is a rare opportunity to build and own the CRM and retention function from the ground up. You’ll be responsible for designing and executing lifecycle strategies that convert users, reduce churn, and drive long-term engagement. Working cross-functionally with product, content, and data teams, you’ll use experimentation and insight to optimise every touchpoint in the user journey.

Key Responsibilities

• Own and optimise lifecycle messaging across email and push notifications
• Improve Free → Trial and Trial → Premium conversion through automated flows and triggered campaigns
• Launch and scale retention-led flows for Premium users to improve LTV and reduce churn
• Execute targeted email campaigns at key calendar moments to drive subscriber growth
• Partner with content teams to brief high-converting messaging and creative assets
• Manage and analyse campaign performance through dashboards and reporting
• (Future) Launch and optimise referral schemes to unlock organic growth

Your Profile

• 3+ years of experience in CRM, retention, and email marketing—ideally in a subscription-based D2C or consumer app brand
• Proven experience using Klaviyo is essential
• Highly analytical with strong A/B testing, segmentation, and reporting skills
• Curious, self-starting, and eager to grow into a broader growth leadership role
• Comfortable working cross-functionally in a fast-paced, data-led environment

Key Skills

CRM, Retention, Lifecycle Marketing, Email Marketing, Push Notifications, Klaviyo, D2C, Subscription, LTV, Churn Reduction, Conversion Optimisation, Campaign Testing, Growth Loops, Consumer App

How to Apply

To apply or find out more, contact daniel@pivotallondon.co.uk or click "Apply" now.