Senior CRM and Retention Lead

2 weeks ago

London, Greater London, United Kingdom Craft Gin Club Full time
About the Role

We're seeking a seasoned CRM and Retention expert to join our marketing team at Craft Gin Club, the UK's leading spirit subscription business. As a key member of our team, you'll be responsible for developing and implementing CRM and retention strategies that drive customer engagement and loyalty.

Key Responsibilities
  • Design and execute CRM and retention strategies to attract, engage, and retain customers across digital and offline channels.
  • Develop and implement personalized, segmented campaigns that showcase our customer value proposition and keep us top of mind.
  • Monitor and analyze campaign results and customer behavior data to optimize our communications, offers, and customer journeys.
  • Oversee key subscription metrics, including retention rates, churn rates, and average order value, to drive up customer lifetime value.
  • Lead A/B testing programs to continually learn and optimize our strategies.
  • Collaborate with marketing colleagues to ensure alignment on strategic approach and campaign implementation.
  • Manage our loyalty scheme and integrate it into our retention strategy.
Requirements
  • 5+ years of experience as a CRM and retention expert in the D2C eComm subscription world.
  • Advanced experience with marketing automation platforms, such as Ometria.
  • Strong understanding of email marketing best practices, database segmentation techniques, and automated workflows.
  • Experience driving improvements in customer lifetime value and retention.
  • Knowledge of key subscription metrics and strategies to optimize customer subscription journeys.
  • Eager and confident in translating data insights into actionable strategies.
  • Strong communication and leadership skills, with experience line-managing or coaching colleagues.
What We Offer
  • Competitive salary and benefits package.
  • 25 days holiday rising with length of service.
  • Flexible working hours and hybrid working arrangement.
  • Career progression opportunities and dynamic working environment.
  • Generous staff discount and regular social events.

We value diversity and welcome applicants from all backgrounds. We're looking for team members who will positively contribute to our spirit-loving, passionate culture and thrive in an inclusive and diverse work environment.

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