At a Glance
- Tasks: Lead customer retention strategies and enhance loyalty through innovative lifecycle management.
- Company: Join a growing wellness brand focused on long-term customer value.
- Benefits: Competitive salary, bonus, 25 days holiday, and weekly office food.
- Other info: Work closely with senior leadership and influence key business decisions.
- Why this job: Make a real impact on customer loyalty and business growth in a pivotal role.
- Qualifications: 5+ years in CRM or retention roles with strong data analysis skills.
The predicted salary is between 50000 - 65000 £ per year.
We’re partnering with WillPowders on a key hire as they continue to scale and invest in long-term customer value. With a highly engaged and loyal customer base, the brand is now focused on building a best-in-class retention function, turning strong acquisition into sustained growth through lifecycle strategy, loyalty and repeat purchase.
The Role
You’ll own the full customer lifecycle from post‑acquisition onwards defining how the brand drives repeat purchase, reduces churn and increases lifetime value. This is a strategic role, not a channel execution position. You’ll set the retention strategy across email, SMS, loyalty and community, working with internal teams and partners to deliver against it, while owning the commercial outcomes.
What You’ll Do
- Own the full post‑acquisition lifecycle: onboarding, repeat purchase, loyalty and win‑back
- Define and lead the retention strategy across all lifecycle channels
- Map the customer journey and identify key drop‑off points and growth opportunities
- Own retention KPIs (repeat rate, CLV, churn, purchase frequency)
- Build and manage a retention performance dashboard and reporting cadence
- Translate customer data into commercial insight and business decisions
- Set strategy and briefs for email, SMS, loyalty and community channels
- Oversee execution via internal teams and agencies
- Lead subscription and loyalty strategy, including churn prevention
- Work cross‑functionally with Ecommerce, Growth, Product and Finance
What We’re Looking For
- 5+ years in retention, CRM or lifecycle roles within a DTC or subscription brand
- Proven ownership of retention metrics (CLV, repeat purchase, churn)
- Experience setting strategy across multiple channels (email, SMS, loyalty)
- Strong commercial understanding of retention and its impact on P&L
- Data literate comfortable analysing customer behaviour and cohort performance
- Experience with tools such as Klaviyo, Recharge and LoyaltyLion
- Confident working cross‑functionally and influencing senior stakeholders
- Experience in wellness, supplements or high repeat‑purchase categories a plus
Why This Role
- Own and build a key commercial function at a pivotal stage of growth
- Direct access to senior leadership and real influence on business decisions
- Opportunity to define retention strategy across multiple new verticals
- A brand with genuine repeat purchase potential and strong foundations
- The chance to turn customer insight into meaningful commercial impact
Package
- Competitive salary + bonus
- Relocation support (if applicable)
- 25 days holiday + bank holidays
- Weekly food provided for the office
CRM and Loyalty Manager in Clitheroe employer: WillPowders
WillPowders is an exceptional employer, offering a dynamic work environment in Clitheroe that fosters innovation and collaboration. With a strong focus on employee growth, the company provides opportunities to shape retention strategies and directly influence business outcomes, all while enjoying competitive salaries, bonuses, and generous benefits like weekly office meals and ample holiday time. Join a passionate team dedicated to building long-term customer relationships and making a meaningful impact in the wellness industry.
StudySmarter Expert Advice🤫
We think this is how you could land CRM and Loyalty Manager in Clitheroe
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect 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 retention strategies. Show them you understand their goals and how you can contribute to their success. Tailor your answers to highlight your experience with metrics like CLV and repeat purchase.
✨Tip Number 3
Don’t just wait for job postings! Be proactive and reach out directly to companies you admire. Express your interest in their retention efforts and how you can help them grow. It shows initiative and could lead to opportunities that aren’t advertised.
✨Tip Number 4
Utilise our website to apply for roles. We’ve got a range of positions that could be perfect for you. Plus, applying through us means you’ll be part of a community that values growth and development in the CRM and loyalty space.
We think you need these skills to ace CRM and Loyalty Manager in Clitheroe
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of CRM and Loyalty Manager. Highlight your experience in retention strategies and any relevant metrics you've owned, like CLV or repeat purchase rates. We want to see how your background aligns with our needs!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer retention and how you can contribute to our growth. Be specific about your past successes and how they relate to the role. We love a good story!
Show Off Your Data Skills:Since this role involves a lot of data analysis, make sure to mention any tools you're familiar with, like Klaviyo or Recharge. Share examples of how you've used data to drive decisions in previous roles. We’re all about turning insights into action!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you get the best experience. Plus, it shows us you're keen on joining the StudySmarter team!
How to prepare for a job interview at WillPowders
✨Know Your Metrics
Make sure you’re well-versed in key retention metrics like CLV, repeat purchase rates, and churn. Be ready to discuss how you've influenced these metrics in your previous roles, as this will show your understanding of the commercial impact of retention strategies.
✨Map Out Customer Journeys
Prepare to talk about how you would map the customer journey and identify drop-off points. Think of specific examples from your past experience where you successfully improved customer retention through strategic changes.
✨Channel Strategy Savvy
Brush up on your knowledge of various channels like email, SMS, and loyalty programmes. Be prepared to share your thoughts on how to integrate these channels into a cohesive retention strategy that drives repeat purchases.
✨Data-Driven Decision Making
Showcase your data literacy by discussing how you’ve used customer behaviour analysis to inform business decisions. Bring examples of tools you’ve used, like Klaviyo or Recharge, to demonstrate your hands-on experience with data-driven strategies.
