Senior CRM Manager

OddBalls North Shields, England, United Kingdom

Senior CRM Manager

OddBalls North Shields, England, United Kingdom

2 days ago Be among the first 25 applicants

Are you passionate about customer retention, LTV growth, and lifecycle marketing? If this is you we’d love to hear from you!

We are looking for a strategic, data-driven CRM Manager to lead retention and lifecycle marketing efforts. You’ll take ownership of the email and SMS marketing strategy, optimising campaigns to drive customer retention, engagement, and revenue growth. You’ll play a critical role in understanding customer behaviour, increasing Lifetime Value (LTV), and reducing churn, using data and insights to craft highly personalised and effective marketing journeys.

About the Company

Oddballs is one of the UK’s most vibrant and distinctive underwear brands, offering high quality underwear and associated products via its online marketplace and is currently one of the fastest growing e-com brands in the Northeast.

With over 300 sleek underwear designs, cutting-edge sportswear, and accessories that turn heads, we're the go-to brand for those who appreciate quality and style. But it's not just about looking sharp; it's about doing good too. We now donate to, support and make underwear for some brilliant charities – and have donated over £1 million since 2014.

In the sports arena, we've forged partnerships with the heavyweights - The British & Irish Lions, England Rugby, and a line up of top-tier teams. We play hard, and we win big.

Key Responsibilities:

1. Email & SMS Marketing: Develop and execute data-driven retention strategies that enhance engagement and maximize revenue.
2. Customer Lifecycle & LTV Optimization: Implement strategies to increase customer lifetime value, loyalty, and repeat purchase rates.
3. Segmentation & Personalization: Leverage customer data to create hyper-targeted messaging that resonates at every stage of the journey.
4. Campaign Execution: Plan, execute, and optimize email and SMS marketing campaigns, including automated flows, re-engagement, and win-back programs.
5. Performance Analysis: Track key metrics (open rates, CTR, conversions, retention rates, and LTV), delivering actionable insights for optimization.
6. A/B Testing: Continuously test subject lines, content, and send times to improve campaign performance.
7. Subscriber Engagement: Manage and optimize communication with subscription customers, ensuring seamless retention experiences.
8. Cross-Functional Collaboration: Work closely with marketing, content, and design teams to align messaging and branding.
9. Compliance: Ensure all CRM activities adhere to GDPR and email/SMS marketing best practices.
10. Innovation & Insights: Stay ahead of industry trends and leverage new technologies and strategies to enhance retention performance.
11. Line Management: Manage junior email team members to ensure that campaigns and flows run smoothly.

The successful candidates’ skills & qualifications

1. Bachelor's degree in Business, Marketing, or a related field.
2. Proven experience in CRM, retention marketing, or lifecycle marketing, ideally within an e-commerce or DTC brand.
3. Deep understanding of LTV, retention, and churn mitigation strategies in a high-growth e-commerce setting.
4. Expertise in Klaviyo (or similar CRM platforms) and email/SMS automation best practices.
5. Strong analytical mindset with the ability to interpret performance data and optimize campaigns accordingly.
6. Experience with Google Analytics and CRM reporting tools is a plus.
7. Strong project management skills, with the ability to manage multiple campaigns simultaneously.
8. Creative thinker with a strategic mindset and commercial awareness.
9. Knowledge of GDPR compliance and email marketing best practices.
10. A proactive, results-oriented approach with the ability to thrive in a fast-paced, high-growth environment.

Our values

1. Smile: OddBalls and smiling go hand-in-hand the perfect combination for a great working environment.
2. Family: We support each other to achieve their professional goals and include everyone.
3. Quality: We pride ourselves on the quality of our products and customer service. Join our league of dedicated professionals who are committed to excellence and innovation.
4. Cause: We raise awareness and money for charities in our own unique way to give back to the communities.

Equality Policy

Oddballs is an equal opportunities employer and actively supports Human Rights, and all Equality legislation. Our ethos is to respect and value people’s differences, to help everyone achieve more at work as well as in their personal lives so that they feel proud of the part they play in our success.

Salary and benefits

1. Competitive Salary dependent upon experience
2. Hybrid, 1 day per week from home.
3. 24 Days annual leave plus bank holidays

OddBalls understands the importance of a balanced and fulfilling work life. That's why we offer a hybrid working model, allowing you to enjoy the flexibility of working from home one day per week.

Our commitment to work-life balance extends further with our "Early Finish Friday" policy, providing you with the opportunity to start your weekend early.

In addition to these flexible work arrangements, we believe in recognising and rewarding our team. Enjoy discounted products from our range, adding an extra perk to your overall package.

We also offer Biannual social/culture events, free onsite parking, cycle to work scheme, and an abundance of learning and development opportunities.

Place of work

This role is based at our office on the Tyne Tunnel Trading Estate in North Shields with the option to work 1 day from home per week.

Working hours

Full time, 37.5 hours per week

· 8.30 a.m. – 2.00 p.m. on Fridays

Recruitment & interviews

We want everyone to feel supported and able to perform at their best when they join us for an interview. Please let us know if you require any reasonable adjustments to help make your recruitment experience with us more comfortable.

Seniority level

Mid-Senior level

Employment type

Full-time

Industries

Retail Apparel and Fashion