CRM Lead (Subscriptions)

TL;DR

CRM Lead (Subscriptions) (CRM/lifecycle marketing): Owning subscription retention for a fast-growing sustainable personal care brand with an accent on churn reduction, subscriber lifetime value, and personalised lifecycle journeys. Focus on building retention flows, expanding cross-sell and reactivation programmes, and using data to drive recurring revenue.

Location: London Bridge, hybrid with 3 days in the office and up to 2 days remote

Salary: £65,000–£75,000 per year

Company

A profitable, fast-growing sustainable personal care brand with more than 300,000 customers across Europe and the US, £50–55 million in projected annual revenue, and £20 million in investment.

What you will do

• Own the subscription retention strategy, including churn reduction, subscriber lifetime value, and lifecycle marketing.
• Develop merchandising, cross-sell, upgrade, and reactivation strategies for the expanding product range.
• Build and optimise onboarding, pre-churn, pause-and-save, win-back, and post-purchase journeys.
• Personalise CRM, email, and SMS communications through segmentation and performance data.
• Line-manage one Senior CRM Executive and support their development and output.
• Partner with Growth, Product, and Creative on retention initiatives, product launches, and range planning.

Requirements

• Experience owning subscription retention in a direct-to-consumer or ecommerce business.
• Strong understanding of churn cohorts, subscriber lifetime value, and retention levers.
• Hands-on expertise in CRM, email automation, and lifecycle marketing; Klaviyo experience is preferred.
• Experience with subscription platforms such as Recharge, Skio, or Ordergroove.
• Data-driven approach with the ability to analyse performance, test initiatives, and make commercial trade-offs.
• Experience supporting product launches and line management experience or willingness to develop a direct report.

Culture & Benefits

• Hybrid working with up to 2 days remote and flexible hours.
• 25 days of annual leave, bank holidays, and birthday leave.
• Private medical and dental insurance.
• £1,000 annual personal development budget.
• Monthly social events, wellness perks, Cycle to Work scheme, and electric bike support.
• Progression opportunities in a profitable, high-growth business.