CRM / Retention Manager - Remote

1 month ago


London, United Kingdom Ross Jacobs Full time

Job Description

Retention Manager / Retention Lead / CRM Manager

Remote | Subscription Brand

We are working with a fast scaling, well-funded and much-loved monthly subscription brand who are seeking a Retention / CRM Lead to own the customer journey.

Reporting to the Head of Growth, this role will spearhead the CRM strategy across key channels with a focus on customer retention. The role is fully remote, with the expectation that the team will meet up once or twice a month at a central UK location.

In this role, the Retention / CRM Lead will:

  • Focus on the customer retention rate, lifetime value, weekly churn rate, trial to subscription conversion and Net Promoter Score. You’ll need to be able to understand and calculate the impact of promotions on retention and on the brand’s contribution.
  • Own the end-to-end customer journey from initial trial box engagement to full subscription and beyond driving the messaging strategy across emails and SMS.
  • Draw continual insight from the customer data to understand the customer, what they need and how this can be fulfilled. Writing and interpreting customer surveys will be a key part of your tool kit.
  • As the team scales, manage direct reports with an emphasis on growth and development.

The ideal Retention / CRM Lead will have:

  • 4+ years D2C CRM experience working in a subscription, ecommerce or high transactional business.
  • A demonstrable track record of going above and beyond to give customers an incredible experience.
  • At home using sophisticated CRM tools for customer communication with knowledge in audience segmentation, automation and message matching.
  • An instinctive ability to understand and use customer data to provide an elevated customer experience. Some familiarity with sql type languages and / or R / Python for data analysis would be a bonus but not essential.

This is a fantastic opportunity for an ambitious Retention / CRM Lead to join a thriving consumer subscription business at a pivotal time in their journey.

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