CRM Lead

A bit about us.

Grind is a coffee company that lives in London. Since opening Shoreditch Grind in 2011, we've expanded across London with cafés, coffee trucks and a state-of-the-art coffee roastery. Today, we serve millions of cups of coffee across London and the UK each year, and we've helped hundreds of thousands of people make better, more sustainable coffee at home. You'll find our coffee beans, compostable coffee pods and ready-to-drink coffee cans - in supermarkets across the UK and in hotels around the world.

Based in Shoreditch, we have a team of talented people working on everything from product development to finance, to customer experience. We're looking for someone to join our growing team and help us in building the future of Grind.

We think coffee can be a force for good. Whether it's through creating the UK's first compostable coffee pods, our plastic-free packaging or carbon-free shipping - we're on a mission to be the world's most sustainable coffee company.

In 2023, we created our charity, the Better Coffee Foundation, to undo the damage done by the global coffee industry - in our first year, we recovered 43 million pods' worth of ocean-bound plastic.

A bit about the role.

Grind is looking for an experienced and imaginative CRM Lead to lead our customer engagement and retention strategy. You'll play a pivotal role in shaping how we connect with our customers — combining data-driven insight, creativity and innovation to deliver campaigns that inspire loyalty and drive growth.

Reporting into the DTC Director, you'll manage and develop the CRM function, guiding the business through campaign planning, testing, and delivery; whilst developing a small team. You'll balance strategic thinking with hands-on execution, using insight, experimentation and creativity to deliver impactful, personalised experiences across email, SMS, and beyond.

This role is ideal for someone who thrives in a fast-paced, collaborative environment and is passionate about using data and storytelling to strengthen relationships, increase retention and drive commercial impact.

Role responsibilities.

• Lead Grind's CRM strategy across all customer touchpoints, driving revenue, retention and engagement - with a strong focus on subscription growth and loyalty.
• Manage, coach, and develop the CRM team to deliver best-in-class campaigns and customer journeys.
• Oversee the creation, optimisation, and reporting of automated customer journeys and lifecycle flows.
• Use data and analytics to identify opportunities, improve segmentation, and inform creative and commercial direction.
• Partner closely with Brand, Marketing, and eCommerce teams to produce creative, on-brand communications that resonate with our audience.
• Develop and maintain a data-led test-and-learn culture, driving continual improvement through experimentation and analysis.
• Own CRM performance reporting — sharing actionable insights and recommendations with the wider business.
• Ensure high standards of data quality, compliance, and audience management within our CRM systems.
• Collaborate with Product, Customer Experience, and Ecommerce teams to ensure the customer journey is seamless and consistent across all channels.

You'll have.

• Proven experience in CRM or lifecycle marketing, ideally within a DTC, eCommerce or subscription-based brand, with a track record of driving measurable revenue and retention outcomes.
• Demonstrable experience managing and developing people.
• Strong analytical ability — confident interpreting data and translating it into creative, customer-first strategies.
• Excellent understanding of CRM platforms (experience with Klaviyo or similar tools preferred).
• A creative eye for storytelling, content, and campaign design - with the ability to balance creativity with commercial and data insight.
• Exceptional organisational skills, with the ability to manage multiple projects and priorities effectively.
• Strong stakeholder management skills and the ability to communicate clearly across teams.

Bonus if you have…

• Experience working within a subscription-based business.
• Proficiency in design tools such as Photoshop or Figma.
• Knowledge of loyalty or personalisation programmes.

Diversity and Inclusion.

Grind is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, colour, national origin, religion, gender, gender identity or expression, sexual orientation, marital status, age, veteran status, or disability status.

If there are any adjustments you need to help you bring your best self to an interview with us please let us know.

Benefits and perks

• Extra Holiday: Gain an extra day of holiday for each year you spend with us, capped at 3 additional days.
• SpectrumLife: Access our confidential Employee Assistance Program (EAP) for personal and professional support.
• Referral Bonus: Earn a bonus for bringing great talent to our team (£250 for employees, £450 for managers).
• Stream: Take control of your finances with on-demand access to your earned wages, financial coaching, and more.
• Employee Loan: Access an interest-free loan of up to £1,000 to help with unexpected expenses.
• Discounts online: Up to 40% off our retail line online.
• Crew Card: Enjoy 50% off all food and drinks, plus two free coffees a day at Grind locations.
• Team Events: Participate in regular team events and enjoy a stocked office with healthy breakfast and snacks.
• Family & Friend Discounts: Special discounts for family and friends.
• Enhanced Maternity and Paternity: Enjoy enhanced maternity and paternity benefits once eligible.

Salary

£50,000 - £60,000