CRM and Loyalty Manager

Create Joy. Protect Wildlife. Build for Growth.

At Elizabeth Scarlett, we believe work should feel meaningful. We exist to create joyful living while raising funds to protect the world's most precious wildlife. By 2030, our goal is to contribute £2 million to conservation.

As our next CRM and Loyalty Manager, you will join a team that leads with kindness, dreams big and takes action together. You will be helping to scale a creative, purpose-led brand while shaping the impact we make in the world.

Salary: £45,000 – £60,000 DOE + 10% bonus
Reporting to: Growth Director
Hybrid: 1 day per week in office
Location: Potters Bar (24mins from Kings Cross)
Employment type: Full-Time

If you're passionate about crafting seamless customer journeys and driving growth at every touchpoint, this role is for you. We're looking for a CRM and Loyalty Manager to own the full customer experience — from pre-purchase flows, through first conversion, into retention, loyalty, and advocacy. You'll sit in the Growth team and partner with Performance, eCommerce, and Creative to build systems that turn new customers into lifelong fans.

At ES, your role is not just about tasks. It is about making sure the work you do supports our growth, delights our customers and helps us reach our conservation goals.

This is your chance to:

• Build and optimise the customer journey from first touch to loyal advocate
• Turn one-time buyers into lifelong fans through data, creativity and storytelling
• Help shape the future of a fast-growing, purpose-led eCommerce brand

1. Build and Optimise the Customer Lifecycle
   • Map the full customer journey from first impression to repeat purchase and advocacy
   • Design and optimise pre-purchase flows (lead capture, welcome journeys, education content) to convert new buyers
   • Develop post-purchase experiences that drive second orders, referrals, and long-term loyalty
2. Own CRM, Email & SMS
   • Manage all customer communications through Klaviyo and SMS platforms
   • Create automated, personalised flows and campaigns that improve repeat purchase rate and lifetime value
   • Continuously test subject lines, content, and offers to increase engagement and retention
3. Grow Loyalty, Membership & Advocacy
   • Build and scale a loyalty or membership programme that rewards repeat purchasing and engagement
   • Design referral, review and advocacy mechanics that turn customers into brand promoters
   • Partner with Creative and Marketing teams to deliver moments of joy that strengthen connection and community
4. Execute Growth Experiments Across Channels
   • Partner with the Growth Analyst to identify lifecycle opportunities and quantify impact
   • Run experiments to improve conversion, AOV, and customer retention — from bundles and offers to content and UX changes
5. Collaborate Cross-Functionally
   • Work with Performance Marketing to connect acquisition campaigns to lifecycle journeys seamlessly.
   • Partner with eCommerce to optimise onsite UX for returning customers (account pages, bundles, reorders).
   • Align with Creative & Product Marketing on messaging, storytelling, and campaign delivery.

1. Mindset
   • Analytical and customer-obsessed
   • Curious, experimental and data-driven
   • Collaborative and excited by cross-functional work
2. Must-have skills
   • Expertise in CRM and lifecycle marketing (email, SMS, segmentation)
   • Strong grasp of customer data and cohort analysis
   • Ability to design and implement automated customer journeys
3. Nice-to-have skills
   • Experience with loyalty, referral or membership programmes
   • Knowledge of Klaviyo, GA4, and A/B testing tools
4. Experience
   • 4+ years in CRM, retention or lifecycle marketing, ideally within a DTC or eCommerce environment
   • Backgrounds we value: growth marketing, CRM management, retention strategy, digital trading
5. Culture fit
   • Kind, collaborative and uplifting
   • Entrepreneurial and action-oriented
   • Excited to join a brand with purpose and help us reach £2M raised for wildlife conservation by 2030

1. Salary and bonus
   • £45,000 – £60,000 DOE
   • 10% discretionary bonus
2. Flexibility and time
   • Hybrid working (minimum days in-office)
   • 24 days holiday plus bank holidays
   • 1 month "work from anywhere" in a ±2 hr timezone
3. Personal development
   • Annual L&D budget (3% of salary)
   • Annual summer retreat (e.g. 42 Acres in Somerset)
4. Team perks
   • £500 ES products per year plus 60% team discount
   • 25% friends and family discount code
5. Impact and ownership
   • First hire in Lifecycle Marketing, shaping the entire customer journey strategy from the ground up
   • Direct partnership with the Head of eCommerce and Growth Analyst, owning the Repeat Purchase Rate KPI and all retention-focused growth initiatives
   • Direct contribution to our £2M conservation mission

1. Intro call with our People and Culture Manager (no video required)
2. Interview with Growth Director
3. Interview with one of your future team
4. Take-home task or case study
5. Final round: presentation and interview with Growth Director and CEO

Ready to join a purpose-driven brand and help us scale joy and conservation impact?

Apply now and bring your talent to Elizabeth Scarlett.