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About the Role

Join a fast-growing direct-to-consumer subscription business in the health and wellness sector as a CRM Manager. Take ownership of retention, lifecycle marketing, and customer lifetime value in an ambitious, entrepreneurial environment. Report directly to the founders and own the end-to-end CRM strategy, managing customer communications via email and SMS. Collaborate with acquisition and growth teams to enhance customer retention, subscription performance, and long-term revenue growth. This role is ideal for a commercially minded CRM professional with a hands-on approach, leveraging data, automation, and customer insights for measurable results.

Responsibilities

• Own and manage the CRM program across email and SMS channels.
• Develop and optimize customer lifecycle journeys, including onboarding, retention, win-back, and reactivation campaigns.
• Drive repeat purchases, subscription conversion, and customer lifetime value.
• Manage subscriber retention and reduce customer churn.
• Create and execute segmented campaign calendars and automated customer journeys.
• Develop loyalty and referral initiatives to increase customer engagement.
• Monitor list health, deliverability, and customer segmentation strategies.
• Analyze customer behavior, retention, and lifecycle performance metrics.
• Deliver regular reporting and actionable insights to senior stakeholders.
• Ensure all customer communications are accurate, compliant, and aligned with brand guidelines.
• Collaborate with growth, creative, and product teams to improve customer outcomes and commercial performance.

Requirements

• Previous CRM, lifecycle, or retention marketing experience within a DTC, ecommerce, or subscription-based business.
• Strong hands-on experience with Klaviyo, Recharge, and Canva.
• Experience building automated flows, customer journeys, and email/SMS campaigns.
• Experience working with subscription or repeat-purchase business models.
• Comfortable analyzing retention, churn, and lifetime value data.
• Familiarity with Shopify and subscription platforms is advantageous.
• Strong copywriting and customer communication skills.
• Commercially aware with a data-driven approach to decision-making.
• Experience using AI tools to improve efficiency, reporting, and campaign execution is beneficial.

Skills

• CRM
• Lifecycle Marketing
• Retention Marketing
• Email Marketing
• SMS Marketing
• Klaviyo
• Recharge
• Canva
• Automated Flows
• Customer Journeys
• Segmentation
• Data Analysis
• Copywriting
• Customer Communication
• AI Tools

Location

• Central London

Work Type

• Hybrid

Experience Level

• Mid-level

Salary/Compensations

• £45,000 to £65,000

Benefits

• 25 days annual leave (pro rata) plus bank holidays

About the Company

• A fast-growing direct-to-consumer subscription business operating within the health and wellness sector.
• An ambitious and entrepreneurial environment.
• A small, ambitious, and highly collaborative team.