CRM Manager

We take the cereals we loved as kids, and remake them to be high protein, low sugar, and just as tasty as the classics.

We’re the UK’s fastest growing cereal brand, and we’re available in 3500 stores, including Sainsbury’s, Waitrose, Morrisons, Co‑Op, and Holland & Barrett.

Working here is fast‑paced and varied – with lots of new projects and launches in the pipeline. Our team is full of smart, supportive, collaborative people, who like mucking in – and we’re looking for someone who ticks those boxes.

We wanna be an open, diverse, and inclusive business, so we encourage people from all backgrounds and walks of life to apply, even if you hate cereal.

ABOUT THE ROLE

Retention is our compounding growth lever. Acquiring customers is one thing – keeping them is everything.

This role isn’t about managing a finished system – it’s about building a best‑in‑class retention engine for a fast‑growing subscription business.

You will own our CRM strategy end‑to‑end, primarily through Klaviyo. You will design and execute campaigns and flows that reduce churn, grow LTV, and turn one‑time buyers into long‑term subscribers. You will use data to understand where customers drop off and act decisively to fix it.

You will work closely with growth, brand, and product to ensure CRM is always aligned to the commercial priorities of the business.

WHAT WE ARE LOOKING FOR

We are hiring a commercially sharp CRM manager who can:

Own retention strategy

• Develop and own the CRM and retention roadmap for a subscription‑first DTC business
• Understand the subscriber lifecycle deeply – from activation through to churn risk and win‑back
• Build and prioritise a testing pipeline that compounds learning over time

Build and optimise in Klaviyo

• Build, manage, and continuously improve flows: welcome, onboarding, post‑purchase, churn‑save, win‑back, and more
• Plan and execute campaign calendars across email (and SMS where relevant)
• Segment intelligently – targeting the right message to the right customer at the right moment

Drive commercial outcomes

• Own CRM as a revenue channel with clear targets: repeat purchase rate, churn rate, subscriber LTV
• Report on performance with clarity and turn data into actions, not just observations
• Make trade‑offs based on commercial impact, not subjective preference

Collaborate cross‑functionally

• Work with brand and creative to ensure email and SMS assets are on‑brand and high‑converting
• Partner with growth on audience strategy, post‑click behaviour, and subscriber acquisition quality
• Feed insights back into the broader business – CRM data tells a story about what customers actually value

This is a mid‑level role. Ideally you’ll have 2–4 years of experience in CRM or lifecycle marketing in a DTC subscription business. Hands‑on Klaviyo expertise is essential. Evidence of owning retention outcomes is more important than credentials.

• You think in flows and funnels, not just campaigns
• You’re obsessed with churn and excited by the challenge of fixing it
• You’re comfortable in Klaviyo and can build without a developer
• You write good copy – or at least know what good copy looks like
• You’re analytical but don’t hide behind dashboards
• You move fast, test often, and learn from everything

WHAT YOU CAN EXPECT FROM US

• Real ownership of the retention engine for a fast‑growing brand
• Direct collaboration with founders and growth leadership
• A team that values pace, clarity, and honest feedback
• The opportunity to shape how Surreal scales