At a Glance
- Tasks: Own the customer lifecycle strategy and execute retention plans using Klaviyo.
- Company: Fast-growing DTC subscription brand in health and wellness.
- Benefits: Remote work, competitive salary, and opportunities for career growth.
- Other info: Join a diverse team committed to inclusivity and innovation.
- Why this job: Shape CRM strategies and make a real impact on business growth.
- Qualifications: Expertise in Klaviyo and experience in managing CRM programmes.
The predicted salary is between 45000 - 55000 £ per year.
Salary: £45,000 – £55,000 DOE
Location: Remote
We’re working with a fast-growing DTC subscription brand in the health and wellness space to appoint a CRM Manager who can take ownership of its customer lifecycle strategy and execution. With approximately 90% of revenue coming through subscriptions, CRM and retention are fundamental to the continued growth of the business. This is a hands-on role for someone who is as comfortable interrogating customer data and developing a retention strategy as they are building complex journeys in Klaviyo.
You won’t be inheriting a finished test plan. You’ll be expected to find the opportunities, form a point of view, build the solution and measure the impact.
The Role
You’ll own the CRM lifecycle end to end, initially as an individual contributor, with the opportunity to grow into a CRM or Retention Lead role as the programme develops. The role will remain hands-on. You’ll continue to build and optimise alongside taking greater strategic ownership and, over time, potentially leading a team.
What You’ll Own
- Own the full customer lifecycle in Klaviyo, including welcome and onboarding, product education, replenishment, pre-billing, failed payment, save and skip, and winback journeys
- Analyse flow, customer and cohort performance to identify where revenue and margin are being lost
- Build and implement retention strategies based on why customers are cancelling or skipping, rather than relying on blanket save journeys
- Develop strategies to convert high-intent one-time customers into subscribers
- Own CRM activity across email, SMS and WhatsApp
- Manage deliverability, database health and engagement
- Develop and optimise loyalty programme mechanics, including earn, burn, tiers and redemption journeys
- Work closely with creative teams to brief and iterate CRM assets based on performance
- Lead A/B testing across journeys and campaigns, prioritising tests based on commercial impact
- Develop clear reporting around CRM performance and incremental contribution
How Success Will Be Measured
You’ll have clear commercial ownership, with success focused on:
- Increasing the contribution margin generated during a customer's first three months, relative to their initial order value.
- Increasing the proportion of active customers ordering in any given month, capturing the impact of cancellations, skips and changes in purchase frequency.
- Growing the incremental revenue and margin generated through CRM flows.
What We’re Looking For
We’re looking for someone with genuine Klaviyo expertise, rather than someone who has simply used the platform to send campaigns. You’ll ideally have:
- Proven experience owning a CRM programme end to end
- Deep, hands-on experience with Klaviyo, including complex conditional and branched journeys
- A strong understanding of flow performance, attribution and incremental revenue
- Experience working within a subscription-led business
- Experience with Skio, Recharge or a similar subscription platform
- A strong understanding of subscriber behaviour, churn and retention
- A highly analytical approach, with the curiosity to investigate the data before being asked
- The ability to turn insight into action and personally build and launch your recommendations
- Strong strategic thinking and the ability to prioritise across multiple opportunities and projects
- Experience with a loyalty platform would be a strong advantage
- An independent, structured and fast-moving approach
Why Join?
This is an opportunity to join a growing DTC business at a point where CRM has a genuine opportunity to shape commercial performance, rather than simply support it. You’ll have significant ownership from day one, with the opportunity to build the CRM function, develop the retention strategy and grow into a broader leadership position as the business scales.
Our client is committed to creating an inclusive and diverse workplace and welcomes applications from candidates of all backgrounds, experiences and perspectives. They believe that a diverse team makes for a stronger business and are committed to ensuring their recruitment process is fair and accessible to everyone.
Please note: Due to the volume of applications, only candidates shortlisted for the next stage will be contacted. If you have not heard from us within two weeks of applying, unfortunately your application has not been successful on this occasion. We appreciate the time taken to apply and thank everyone for their interest.
CRM Manager employer: The Growth Foundation
As a leading Digital Marketing Agency in the Construction and Built Environment sectors, our client offers an exceptional work environment that fosters creativity and collaboration. With a strong emphasis on employee growth, they provide a generous training budget, hybrid working options, and a vibrant culture filled with team socials and annual trips. Located in Central London or Northampton, this is an ideal opportunity for those looking to make a meaningful impact while enjoying a supportive and dynamic workplace.
StudySmarter Expert Advice🤫
We think this is how you could land CRM Manager
✨Show Your Creative Side
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Get involved in local or online marketing communications groups. Check out platforms like Meetup for events and workshops. Networking here can lead to hidden job openings and valuable insights into the industry trends—this is where we often discover what companies like The Growth Foundation are looking for.
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Use platforms like LinkedIn and Twitter to showcase your passion for marketing communications. Share insights, articles, and your own content that resonates with the industry. Tagging or interacting with The Growth Foundation on these platforms can catch the eye of recruiters and show you're genuinely interested in them.
✨Attend Industry Events
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We think you need these skills to ace CRM Manager
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 The Growth Foundation. Make sure to mention specific campaigns or projects you’ve worked on that showcase your creativity and strategic thinking.
Showcase Your Writing Skills:As you're diving into a marketing communications role, your writing ability is crucial. Include samples of your work, like blog posts, press releases, or social media campaigns in your application. This lets us see your style and how you engage with different audiences.
Tailor Your CV to Marketing:Your CV should highlight relevant marketing skills and experiences! Include specific tools or platforms you’ve used, like Google Analytics or social media management software. Mention any certifications or workshops related to marketing that you've completed – they can give you an edge!
Demonstrate Your Understanding of The Growth Foundation:Show us that you’ve done your homework! In your application, briefly mention what you admire about The Growth Foundation’s marketing approach or any recent campaigns that caught your attention. This can reveal your enthusiasm for the role and your genuine interest in joining our team!
How to prepare for a job interview at The Growth Foundation
✨Showcase Your Creative Campaigns
Get ready to flaunt your portfolio! Include examples of previous marketing campaigns you've worked on, especially those that showcase your creativity and strategy. Recruiters at The Growth Foundation will be keen to see how you conceptualise and execute campaigns, so highlight any measurable outcomes to back up your claims.
✨Know Your Digital Tools Inside Out
If you’re heading into a marketing-communications role, make sure you're comfortable discussing key digital marketing tools like Google Analytics, HubSpot, or Hootsuite. Expect some technical questions about how you've used these tools in the past, as they'll want to gauge your hands-on experience and how you analyse data to drive marketing decisions.
✨Be Ready for Scenario-Based Questions
At The Growth Foundation, they may throw some scenario-based questions your way, aimed at testing your problem-solving skills in real-life marketing situations. Think through potential challenges you’ve faced, how you navigated them, and be prepared to discuss your thought process and outcome.
✨Demonstrate Your Passion for Marketing
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.
