CRM (Customer Relationship Management) Contractor - Email...

About Snuggle Me Organic

Snuggle Me Organic is a leading company in the baby product industry, dedicated to creating modern, loved baby products. Our commitment to quality and innovation has made us a trusted brand featured in major retailers such as Target, Nordstrom, and Babylist. We take pride in our mission to provide families with products that enhance their parenting journey. Join us as we continue to expand our product line and make a positive impact on families worldwide.

About the role

Snuggle Me is seeking an experienced CRM Contractor to lead the optimisation and performance of our Email and SMS channels. This role will be responsible for driving measurable improvements in CRM revenue, efficiency, and customer personalisation.

In addition to execution, the contractor will play a key role in training and upskilling the internal marketing team, ensuring sustainable, long-term CRM capability within the business.

Responsibilities

1. CRM Performance & Growth

• Own and optimise CRM channel performance across Email and SMS

• Deliver improvements in key KPIs, including:

  • Revenue per recipient

  • Conversion rate

  • Click-through rate (CTR)

  • Engagement rates

• Optimise lifecycle flows (e.g. welcome, abandoned cart, post-purchase, winback)

• Plan and execute campaign calendars aligned with commercial objectives

• Develop and implement a structured A/B testing roadmap

• Support Attentive SMS migration to Klaviyo (June) to strategically align SMS and Email

2. CRM Efficiency & Database Optimisation

• Improve efficiency of CRM operations within Klaviyo

• Reduce platform costs through:

  • List hygiene and suppression strategies

  • Engagement-based segmentation

  • Send optimisation

• Review and improve database structure, segmentation logic, and flow architecture

3. Personalisation & Customer Data Strategy

• Develop a deeper understanding of customer behaviour and lifecycle

• Build and refine audience segments based on:

  • Purchase behaviour

  • Engagement patterns

  • Lifecycle stage

• Implement personalised messaging strategies across campaigns and flows

• Leverage data insights to improve targeting and conversion performance

4. Training & Team Enablement

• Train and mentor the Marketing Executive on CRM best practices

• Provide hands-on guidance in using Klaviyo

• Develop internal documentation, playbooks, and frameworks

• Ensure knowledge transfer to enable long-term internal ownership of CRM

Key Deliverables

• CRM audit with clear prioritised 2 year roadmap (short-term wins vs long-term improvements)

• Measurable uplift in CRM performance metrics

• Reduced CRM platform costs and improved efficiency

• Improved segmentation and database health

• Documented processes and playbooks

• A trained and upskilled Marketing Executive

Skills & Experience

Essential

• Proven experience managing CRM channels (Email & SMS) in an eCommerce environment

• Strong hands-on expertise in Klaviyo

• Demonstrated success in driving revenue growth through CRM

• Strong analytical skills

• Experience in segmentation, lifecycle marketing, and personalisation strategies

• Experience working with DTC Brands from the USA or Baby Industry is a plus

Key Competencies

• Commercially driven with a strong focus on ROI

• Highly organised with a structured approach to testing and optimisation

• Strong communication and stakeholder management skills

• Ability to balance strategic thinking with hands-on execution

• Coaching and mentoring capability

Success Measures

• Increase in CRM-attributed revenue

• Improvement in engagement and conversion metrics

• Reduction in CRM costs relative to revenue

• Enhanced quality and usability of customer data

• Internal team capability uplift

Additional Information

• This role requires a balance of strategy, execution, and training

• Growth is the primary objective, but must be delivered alongside improved efficiency and database health

• Contract Type: Contract (6 months, with potential extension)