CRM & Retention Manager

CRM MANAGER (E-COMMERCE / SUBSCRIPTIONS) UP TO £60,000 + EQUITY HYBRID - 3-4x A MONTH IN LONDON

Please note, you must be a UK resident to apply and have full right to work.

THE COMPANY

This fast-growing subscription-based e-commerce business launched just a year ago and is already scaling rapidly. Offering a range of functional coffees and matchas, the brand focuses on high-quality formulations supported by a loyal subscriber base, with most customers opting for a monthly product plan.

With a small team of around 5-6 people, the business is lean, ambitious, and backed by active investment from VC partners - creating a genuinely exciting time to join. Growth is outpacing team expansion, meaning every hire has meaningful impact and real ownership from day one.

Retention is at the heart of the model, and although the product currently drives strong organic performance, there is huge opportunity to elevate customer experience, engagement, and lifetime value through more sophisticated CRM strategy.

THE ROLE

As the CRM Manager, you'll take ownership of the full CRM function and play a pivotal role in developing how the brand communicates, nurtures, and retains its customer base. The company is supported by a high-performing agency, but now needs someone in-house to drive strategy, push innovation, and work side-by-side with their external CRM partners.

This is both a strategic and hands-on role, covering:

• Planning, building, testing, and deploying CRM campaigns across email and WhatsApp

• Developing segmentation strategies and running A/B tests to optimise engagement

• Analysing previous campaigns and customer behaviour to inform ongoing improvements

• Working alongside the agency to continually enhance lifecycle journeys

• Supporting the creation of loyalty and rewards programmes

• Owning retention-focused initiatives across the subscription model

• Reporting on performance and identifying opportunities to improve LTV and reduce churn

You'll be joining at a stage where there is plenty of low-hanging fruit - the brand is performing strongly with relatively minimal CRM activity, meaning your ideas can have an immediate commercial impact.

YOUR SKILLS AND EXPERIENCE

You'll bring:

• Experience in CRM, preferably within e-commerce

• Hands-on experience with Klaviyo

• A solid understanding of lifecycle marketing, segmentation, A/B testing, and multichannel campaign execution

• Confidence analysing CRM performance and translating insights into action

• Experience working with subscription models (ideal, not essential)

• A proactive mindset with the ability to add value from day one

• Ambition and drive - the team is young, forward-thinking, and focused on progression

BENEFITS

• Equity offered for new starters, with a focus on long-term growth

• Direct ownership of the CRM function in a rapidly scaling business

• Strategic and hands-on responsibilities from day one

• Opportunity to build and shape loyalty and rewards programmes

• Exposure to a high-growth environment backed by VC investment