CRM & Retention Manager

2 weeks ago

Brentford, Greater London, United Kingdom Cutter & Squidge Full time £38,000 - £44,000 per year

Job Title:

CRM & Retention Manager

Location:

London (Hybrid)

Salary:

£38,000 - £44,000

Reports To:

Senior Marketing manager

Overview

We're looking for a strategic and data-driven CRM & Retention Manager to lead our customer engagement and loyalty initiatives. Reporting to our Senior Brand Manager, you'll be responsible for developing and executing retention strategies that keep our customers coming back for more. From personalised email campaigns to loyalty programmes, turning first-time buyers into lifelong fans of the brand. 

Role Responsibilities

  • Oversee and enhance our loyalty programme, 'The Squidge Society', ensuring a seamless and engaging customer experience.
  • Develop strategies to convert non-loyalty customers, drive community engagement, lifetime value and customer retention through our loyalty programme.
  • Develop and implement CRM strategies to enhance customer retention and engagement.
  • Analyse performance and implement improvements based on data-driven insights.
  • Plan and implement BAU email marketing campaigns to drive sales and engagement, bringing our audience along on our brand story and communicating our brand tone of voice.
  • Manager and optimise effective email campaigns and flows aimed at customer retention, including welcome series, birthdays, gifting campaigns and re-activations.
  • Monitor and report on email campaign performance, applying insights to enhance effectiveness.
  • Work closely with the our in-house designer and content creator, to develop engaging, on-brand messaging.
  • Utilise customer segmentation and data to create personalised and targeted email flows to drive sales.
  • Collaborate with E-commerce and product teams to ensure consistent and personalised messaging throughout the customer journey.
  • Implement automation and customer journey mapping to enhance to post-purchase experience.
  • Monitor and analyse key performance and customer data to identify trends and opportunities for improved revenue and retention strategies.
  • Prepare and present regular reports on retention metrics, campaign performance and ROI.
  • Collaborate with our E-Commerce team to optimise website experiences that encourage return visits.
  • Work cross-functionally with other teams to align retention efforts with broader marketing and business goals.
  • Stay up to date with industry best practices, trends and innovations for retention marketing and personalisation techniques.
  • Test and optimise new channels for customer retention and loyalty.
  • Align retention strategies with brand values, to deepen customer loyalty.
  • Develop campaigns to win back dormant customers and encourage repeat purchases from past customers.

About You

  • 3+ Years experience working in retention marketing, with a proven track record of improving loyalty and customer lifetime value.
  • Creative and strategic, able to balance data-driven decision making with engaging storytelling.
  • A strong communicator who thrives in a collaborative environment.
  • Analytical and data-savvy, with experience using CRM and analytics tools.
  • Proficient in email marketing platforms, segmentation and automation.
  • Passionate about customer experience and building meaningful brand relationships.
  • Understanding of e-commerce, food and/or lifestyle branding.
  • Knowledge of loyalty programme management and other subscription based models.
  • Familiarity with Shopify, Klaviyo, and other relevant Marketing tools/apps.
  • Ability to work on your feet for extended periods, handle physically demanding tasks, and work comfortably in a warm environment.

About Us

Cutter & Squidge is a sister-run gifting bakery with a passion for creating utterly indulgent treats that are as delightful to look at as they are to devour. From our West London bakery we handcraft a wide range of cakes, brownies, biskies and more; sourcing only the best natural and sustainable ingredients. We combine the best of classic baking with new and exciting flavours to create unique, memorable gifting moments and believe there's always a new flavour to discover, a new design to unveil and a new smile to be had

Regularly featuring in Good Housekeeping awards, Cutter & Squidge was named one of Britain's fastest-growing private companies by the Sunday Times 100 in 2023 and awarded 'Online Bakery of the Year 2024' at the Bakery Industry Awards.

Please note: While this is a hybrid role, you will be required to work in-person 2 times per week.

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