CRM & Retention Manager

Sand & Sky; London; On-site; Confidential; Full time

Job description

CRM & Retention Manager

Are you a data-driven, technically brilliant, and strategically minded CRM & Retention expert obsessed with maximising customer lifetime value? Do you thrive in a fast-paced, direct-to-consumer environment where your contributions have a significant impact? If so, we want to hear from you!

About the Role:

As our CRM & Retention Manager, you will be the driving force behind building and nurturing lasting relationships with our customers. You will own the CRM strategy, leveraging data insights to personalise customer experiences, optimise retention initiatives, and maximise customer lifetime value. This role offers significant opportunities for growth and development.

Tasks

• CRM Strategy & Execution: Develop and implement a comprehensive CRM strategy to drive customer acquisition, retention, and loyalty.
• Data Analysis & Insights: Leverage data analytics to understand customer behaviour, identify opportunities for improvement, and personalise customer communications.
• Segmentation & Personalisation: Create highly targeted customer segments and personalise messaging across all touchpoints (email, SMS, etc.) to enhance engagement and drive conversions.
• Email Marketing & Automation: Manage and optimise email marketing campaigns on Klaviyo, including automated flows, transactional emails, and promotional blasts.
• SMS Marketing & Automation: Develop and execute SMS marketing campaigns using SMSBump, including promotional messages, transactional updates, and personalised offers. Manage SMS list growth and compliance. Build and optimise SMS flows and automation.
• Loyalty Program Management: Develop, manage, and optimise our customer loyalty program to incentivise repeat purchases and foster brand advocacy.
• Retention Strategy & Execution: Implement retention strategies across owned channels (email, SMS, loyalty program) and collaborate with the wider D2C team (e.g., subscriptions) to maximise customer lifetime value.
• A/B Testing & Optimisation: Conduct A/B tests on campaigns and initiatives across all channels (email, SMS) to optimise messaging, timing, frequency, and other variables to maximise performance.
• Reporting & Analysis: Monitor key CRM and retention metrics across all channels, analyse campaign performance, and provide regular reports on results, identifying areas for improvement.

Requirements

Essential:

• Proven experience (2+ years) in D2C CRM and retention marketing.
• Expertise in CRM platforms (e.g., Klaviyo, SMSBump) and marketing automation tools.
• Strong analytical skills and experience using data to inform decision-making.
• Proficiency in A/B testing, reporting, and performance analysis.
• Familiarity with Shopify for managing landing pages.
• Solid understanding of HTML/CSS for email templates.
• Excellent communication and interpersonal skills.
• Industry Trends: Stay updated on email marketing trends, best practices, and technologies to ensure our strategies remain competitive and innovative.

Preferred:

• Experience managing customer loyalty programs or referral marketing schemes.
• A degree in Marketing, Business, or a related field.
• Experience in the beauty industry.
• Knowledge of SEO principles and content marketing strategies.