Head of CRM and Retention

We're partnering with a premium consumer brand that is entering an exciting new phase of growth and is looking for its first Head of Retention to build and lead its lifecycle marketing function.

This is a rare opportunity for someone who loves getting hands-on. You'll own the entire retention strategy while also executing it, helping shape how customers engage with the brand across every stage of the journey.

You'll be joining at a pivotal moment, with the chance to build retention capabilities from the ground up, influence commercial strategy, and play a key role in driving long-term customer growth.

What you'll be doing:

• Owning the CRM and retention strategy across email and SMS
• Building and optimising customer lifecycle journeys including welcome, abandonment, post-purchase, replenishment and win-back programmes
• Managing and developing Klaviyo flows, campaigns, segmentation, testing and reporting
• Creating personalised customer experiences that increase engagement, loyalty and lifetime value
• Developing customer segmentation strategies and identifying opportunities for growth
• Building reporting frameworks and turning data into actionable insights
• Working closely with Growth, Ecommerce, Brand and Creative teams to deliver a joined-up customer experience
• Exploring loyalty, VIP, subscription and replenishment opportunities

What we're looking for:

• Strong hands-on CRM, Retention or Lifecycle Marketing experience within a DTC ecommerce business
• Advanced Klaviyo experience
• Experience building and optimising retention programmes that drive repeat purchase and customer lifetime value
• Strong commercial awareness and analytical skills
• Comfortable operating strategically while remaining hands-on in delivery
• Experience with Shopify or Shopify Plus
• Excellent stakeholder management and cross-functional collaboration skills

Nice to have:

• Experience within beauty, personal care, wellness, fragrance or another premium consumer brand
• Experience scaling retention within a high-growth DTC business
• SMS marketing experience
• Exposure to loyalty, subscription or VIP programmes

If you're currently a Senior CRM Manager, Retention Lead or Lifecycle Marketing Manager looking for your first Head of role, or an existing Head of Retention who enjoys building from the ground up, we'd love to hear from you.

We would love to respond to every application however due to the volume of applications we receive this isn't always possible. If you have not heard within 2 weeks of applying, please assume on this occasion that your application has not been shortlisted. We may retain your CV to contact you about future employment opportunities that are being managed by The Growth Foundation Talent.

The Growth Foundation Talent is deeply committed to building a diverse & inclusive workplace and welcomes applications from all sections of the community.