Senior CRM Manager (DTC)

TL;DR

Senior CRM Manager (DTC): Designing and executing a global CRM strategy focused on revenue, retention, and lifetime value with an accent on lifecycle program development and content strategy. Focus on building reporting infrastructure from the ground up, implementing a structured test-and-learn program, and scaling the CRM team.

Location: Onsite in London (Kings Cross & Farringdon offices), 5 days a week. Must live within a 60-minute commute.

Company

A global technology company focused on merging design, emotion, and human creativity into consumer electronics.

What you will do

• Define global CRM strategy centered on revenue, retention, and LTV, treating email as a primary commercial channel.
• Design end-to-end lifecycle programs including onboarding, post-purchase, cross-sell, and reactivation.
• Develop a commercial content calendar aligned with brand and product narratives.
• Implement a rigorous test-and-learn program with hypothesis-driven measurement and holdouts.
• Build reporting infrastructure from scratch and translate data into actionable next steps.
• Hire, coach, and develop the CRM team as the organization scales through 2026 and 2027.

Requirements

• 5+ years of experience running CRM programs at scale in consumer tech, DTC, or high-growth product-led businesses.
• Strong data proficiency to build reports, interrogate numbers, and drive decision-making.
• Commercial fluency in metrics such as AOV, repeat rate, and contribution margin.
• Experience with modern ESPs, CRM tools, and ecommerce platforms (Bird is a plus).
• Strong editorial and design judgment for high-quality copy and visual content.
• Proven ability to build playbooks and structure in ambiguous environments with a bias for shipping.

Culture & Benefits

• Fast-paced, collaborative environment focusing on shared creative energy.
• In-office culture emphasizing the creative spark that happens when the team is physically together.
• Flexibility designed around personal needs within a full-time onsite framework.