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Customer Retention Expert

1 month ago

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

We're Craft Gin Club, a leading spirit subscription business in the UK. As we enter our tenth year, we're seeking an experienced Customer Retention Expert to join our passionate marketing team and drive growth in the UK and beyond.

The successful candidate will lead the development and implementation of CRM and retention strategies that engage and activate customers, keeping us top of mind. This role reports directly to the CMO and offers opportunities for career progression as the business scales.

Key Responsibilities:

  • Develop and implement CRM and retention strategies across digital and offline channels to attract, engage, and retain members, with a focus on win-backs.
  • Drive key business results through effective campaign implementation, from onboarding to member referrals and engagement at every lifecycle stage.
  • Craft personalised, segmented campaigns showcasing CGC's value proposition, ensuring customers' go-to spirits retailer.
  • Stay up-to-date with industry trends, channel best practices, and emerging technologies to optimise customer reach and engagement.
  • Analyse campaign results and behavioural data to ensure comms, offers, and customer journeys are working effectively.
  • Oversee subscription metrics, including retention rates, churn rates, and AOV, to drive LTV.
  • Lead A/B testing programmes to continually learn and optimise.
  • Collaborate with marketing colleagues to align on strategic approach and campaign implementation.
  • Own and manage CGC's loyalty scheme, ensuring seamless integration into retention strategy.

Requirements:

  • 5+ years experience as a CRM and retention expert in D2C eComm subscription world.
  • Advanced experience with Ometria or similar marketing automation platform.
  • 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, comfortable interacting with internal and external stakeholders.

Benefits:

  • Competitive salary (£60,000 - £80,000 depending on experience).
  • 25 days holiday rising with length of service.
  • Flexible working hours.
  • Career progression opportunities.
  • Dynamic working environment.
  • Generous staff discount.