CRM Retention Manager (D2C)

Location: Manchester, with 4 days in the office

Salary: £55,000–£62,500 per year, depending on experience

Company

An ambitious D2C challenger brand with an engaged customer community, established loyalty scheme, mobile app, and subscription revenue stream.

What you will do

• Own and shape the CRM and retention strategy across the full customer lifecycle.
• Analyze cohorts, customer behavior, LTV, CAC, repeat purchases, and churn to identify commercial opportunities.
• Lead lifecycle campaigns across email, SMS, mobile app push, and other owned channels using Klaviyo.
• Develop the loyalty proposition and identify opportunities to grow subscriptions, replenishment, purchase frequency, and customer value.
• Work with the SLT and commercial teams to turn customer insight into recommendations and decisions.
• Coach and develop an existing CRM Executive while independently owning the CRM function.

Requirements

• Strong experience in CRM, retention, lifecycle marketing, or customer growth within a D2C business with recurring or repeat revenue.
• Commercial and data-driven approach, with the ability to understand the financial impact of retention activity.
• Strategic and hands-on experience with platforms, campaigns, testing, and analysis.
• Experience across multiple CRM channels, ideally including email, SMS, mobile app, and loyalty.
• Hands-on Klaviyo experience.
• Availability to work in the Manchester office 4 days per week.

Culture & Benefits

• Significant autonomy to build the CRM and retention function.
• Opportunity to grow a subscription revenue stream currently representing around 10% of the business.
• Opportunity to refresh the loyalty proposition and shape the customer experience.
• Direct exposure to the SLT and wider commercial decision-making.
• Commitment to equality of opportunity and a workplace free from discrimination and harassment.