Customer Relationship Management Executive

CRM Executive – Job Description

Manchester- Hybrid
• Full-time
•

Hairburst sits where beauty meets wellbeing

We design effective, habit-forming hair-growth solutions and the experiences that keep customers coming back. Clear routines. Measurable results. Products that earn a permanent spot in the bathroom.

We're owner–operators. In 2014 our founders launched Hairburst with £4k; in 2021 the brand joined a FTSE-100 group (JD Sports); in 2023 the founders bought back 100% to build the company we always wanted to run. Today we're sold in Boots, Superdrug, Holland & Barrett, on marketplaces and across DTC in nine territories—fuelled by 1M+ loyal customers.

As we scale, growing loyalty, repeat purchase and subscriptions becomes one of the biggest levers for long-term success.

Why this role matters

Retention is a team sport, but CRM is how we win it.

You'll be key in driving customer lifecycle execution across email, SMS and onsite journeys, ensuring customers are nurtured from first purchase to lifelong loyalty. Your work directly impacts repeat purchase, subscription growth and LTV—across all markets.

When CRM is good, customers hear from us.

When it's great, they buy again, subscribe and tell friends.

This role is for someone hungry to grow fast in CRM and retention: curious, data-comfortable, action-oriented—and ready to make a commercial impact every week.

Who this role is for

1-2 years experience in CRM, retention or lifecycle marketing with proof of action and impact. You want exposure to a role that blends data, creativity and performance.

What you'll own

Campaign execution

• Build and launch CRM campaigns across email, SMS, Whatsapp (briefs, copy, segmentation, QA).
• Develop trade/engagement emails, designed to gain new customers to Hairburst as well as retaining/engaging those that are already customers
• Support franchise/territory teams with local translations and campaign coordination.

Performance + optimisation

• Track core retention metrics: repeat rate, LTV, churn, engagement, subscription activation.
• Run A/B tests on creative, timing, segmentation and messaging.
• Improve deliverability, engagement and click-to-purchase performance.

Subscription & loyalty

• Partner with Customer Care + Growth teams to boost subscription uptake and reduce churn.
• Action insight-led retention triggers: proactive offers, reminders, platform nudges.
• Help shape benefits and communication for subscriber experience.

Segmentation & customer insight

• Understand customer journeys across multiple markets and product categories.
• Build smarter segmentation based on lifecycle stage, behaviour, and purchase patterns.
• Spot opportunities where better CRM flow can protect revenue or drive upsell.

Cross-functional impact

• Work closely with E-commerce, Brand, Creative, and Territory Leads to align BAU and campaign messaging.
• Ensure CRM supports launches, promos, and core product priorities.
• Share learnings weekly with clear performance insight.

What success looks like

✓ Campaigns live on time, QA'd, segmented, and performance-focused

✓ Repeat purchase and subscription growth trending up

✓ Lower churn and better retention for first-time customers

✓ Consistent experimentation with measurable uplift

✓ Cleaner lists, higher deliverability, stronger engagement

✓ Clear insight delivered weekly to Senior CRM Manager and Growth team

✓ Always-on lifecycle journeys continuously improving

About you

Commercially minded:
You think revenue, retention and performance—not vanity metrics.

Proactive:
You don't wait for direction; you push things forward.

Detail-driven:
You care about clean data, strong QA and correct tracking.

Creative-curious:
You understand what messaging and visuals make people buy.

Data-comfortable:
You can read dashboards and convert numbers into decisions.

Organised:
You manage multiple campaigns, deadlines and stakeholders with ease.

Hungry:
You want to learn faster than average and grow into a CRM leader.

Signals we're looking for

→ Experience building or sending campaigns in Iterable, Klaviyo or similar tools

→ Examples of retention or performance improvements you influenced

→ Evidence of juggling campaigns, content and deadlines without missing detail

→ Comfort with testing and optimisation

→ Curiosity about subscription mechanics and DTC growth

Apply

Send your
CV + 200 words answering
:

"Tell us about a time you drove improvement using insight or data.

What did you do, what changed, and what did it teach you?"

Plain English. We care about how you think.