Senior CRM and Retention Lead

7 days ago

London, Greater London, United Kingdom Craft Gin Club Full time

About the Role

Craft Gin Club is seeking an experienced CRM and Retention Lead to join our passionate and talented marketing team. As a key member of the team, you will be responsible for developing and implementing CRM and retention strategies that engage and activate customers, driving key business results and ensuring we stay top of mind for our customers.

Key Responsibilities

  • Develop and implement CRM and retention strategies across digital and offline channels to attract, engage, and retain members, and win back lapsed customers.
  • Implement strategies to drive key business results, from onboarding to driving member referrals and customer engagement at every stage of the lifecycle.
  • Design and execute segmented campaigns that bring our customer value proposition to life, keeping us top of mind for customers.
  • Stay up-to-date with industry trends, channel best practices, and emerging technologies to help us reach and engage with customers effectively.
  • Monitor and analyze campaign results and customer behaviour data to ensure our communications, offers, and customer journeys are working effectively.
  • Oversee key subscription metrics, including retention rates, churn rates, and AOV, to drive up LTV.
  • Lead A/B testing programs to continually learn and optimise.
  • Work closely with marketing colleagues to ensure alignment on strategic approach and campaign implementation.
  • Own and manage our loyalty scheme, ensuring it is fully integrated into our retention strategy.

About You

  • 5+ years' experience as a CRM and retention expert in the D2C eComm subscription world.
  • Advanced experience with Ometria or similar marketing automation platforms.
  • 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 optimise customer subscription journeys.
  • Eager and confident in translating data insights into actionable strategies.
  • A strong communicator, confident interacting with internal and external stakeholders at varying levels.
  • Resilient and creative in challenging situations.
  • Experience line-managing or coaching colleagues.

What We Offer

  • Central London location with hybrid working (minimum 2 days in the office a week).
  • Competitive salary.
  • 25 days holiday rising with length of service.
  • Flexible working hours.
  • Career progression opportunities.
  • Dynamic working environment.
  • Regular social events.
  • Generous staff discount.

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