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About the Role
Arc makes precision engineered aluminium and titanium cases for devices. This is a build role focused on developing the customer base beyond the first purchase, driving repeat business and increasing customer lifetime value. You will be hands-on, making the case for investment and building the retention strategy your way.
Responsibilities
- Developing customers beyond a first purchase, growing repeat purchase rate and value.
- Managing revenue generated through owned channels (email, SMS, loyalty, etc.).
- Enhancing the customer database as a commercial asset.
- Optimizing the post-purchase customer lifecycle experience.
- Serving as the primary customer understanding resource for the business.
- Managing the relationship and output with the CRM partner.
- Developing and owning the lifecycle strategy and roadmap.
- Creating and sequencing the retention plan.
- Designing end-to-end flow architecture (welcome, recovery, post-purchase, etc.).
- Managing the campaign calendar in alignment with trading and product launches.
- Identifying and capitalizing on key commercial moments.
- Developing segmentation models based on behavior and value.
- Identifying and nurturing high-value customers.
- Tailoring programs to different customer return reasons.
- Ensuring list health (growth, engagement, suppression, consent).
- Making the database useful for acquisition audience building and exclusion.
- Developing strategy, calendar, briefing, and approval for email and SMS campaigns.
- Managing campaign programming mix, frequency, deliverability, and sender reputation.
- Overseeing the testing program for campaigns.
- Optimizing the CRM platform configuration.
- Evaluating and expanding the channel mix (SMS, direct mail, etc.).
- Developing and executing the lapsed customer strategy and win-back programs.
- Implementing a sunset policy for attention and spend.
- Owning customer feedback loops (reviews, surveys, support themes).
- Translating customer feedback into actionable briefs for site, product, and lifecycle programs.
- Maintaining and utilizing customer segments and personas.
- Representing the voice of the customer in business conversations.
- Reviewing agency partner performance and setting the roadmap.
- Managing agency briefs, targets, and review rhythms.
- Assessing agency value delivery and guiding the partnership.
- Defining the strategy and policy for offer and lifecycle promotions.
- Protecting margin by judiciously using incentives.
- Designing a loyalty proposition suited for upgrade-driven purchases.
- Evaluating and selecting a loyalty platform if needed.
- Managing loyalty program launch, adoption, and ongoing management.
- Driving cross-sell and lifecycle merchandising.
- Optimizing post-purchase sequences and merchandising.
- Collaborating on promotional content with brand and product teams.
- Ensuring the post-purchase experience aligns with the brand's premium positioning.
- Overseeing integrations between e-commerce, CRM, advertising, and support platforms.
- Defining ownership boundaries with the Acquisition Manager.
- Collaborating with the agency partner on campaign build, strategy, design, reporting, and calendar execution.
- Judging the suitability of recommended tactics.
Requirements
- Experience owning a CRM platform hands-on, building flows and segments.
- Experience developing a retention program from an early stage.
- Comfortable with cohort and lifetime value analysis.
- Ability to read repeat purchase curves, size opportunities, and argue for investment.
- Commercially minded regarding promotions and incentive cost-effectiveness.
- A self-starter comfortable building process in a small, fast-moving team.
- Experience launching a loyalty program (useful, not essential).
- Experience with SMS, email, or offline channels (useful, not essential).
- Experience in premium or considered purchase categories (useful, not essential).
- Experience with products tied to replacement or upgrade cycles (useful, not essential).
- Experience running customer research, surveys, or structured feedback programs (useful, not essential).
- Experience of a CRM platform migration (useful, not essential).
Skills
- CRM platform management
- Retention strategy development
- Customer lifecycle management
- Data analysis (cohort, LTV)
- Commercial acumen
- Process building
- Loyalty program implementation
- SMS marketing
- Email marketing
- Direct mail marketing
- Customer segmentation
- Customer feedback analysis
- Cross-selling
- Merchandising
- Post-purchase experience optimization
- E-commerce platform integration
- Agency management
Location
- Remote
- UK
- European time zones
Work Type
- Remote first
- Full-time
Experience Level
- Manager
- Senior
Salary/Compensations
- £40,000 to £55,000
Benefits
- Quarterly in-person meetups
- Planned additional headcount as channel matures
About the Company
- Arc makes precision engineered aluminium and titanium cases for devices, sold as an object rather than an accessory.
- The business has grown quickly on one hero product, trades worldwide with the US and UK as its core markets, and has built a large and growing customer base.
- Arc has invested heavily in acquiring customers and comparatively little in developing them, presenting an opportunity to unlock untapped value in the existing customer base.