CRM & Retention Manager
CRM & Retention Manager - Reformed
£45,000 - £60,000 per annum + benefits
Remote - UK based
We’ve teamed up with the fast-growing wellness brand, Reformed, who are now looking to secure a CRM & Retention Manager to take full ownership of their customer lifecycle and drive long-term growth.
This is a high-impact role for someone who thrives on ownership, enjoys working cross-functionally, and wants to play a key part in shaping how a modern DTC brand builds lasting customer relationships.
About Reformed
Reformed is building a new standard in wellness, focusing on helping people create sustainable habits that actually stick.
Blending science-backed products with thoughtful brand experience, Reformed is designed for long-term change, not quick fixes. Every touchpoint is built to support consistency, trust, and real results.
As a growing DTC brand, Reformed is focused on building a deeply engaged customer base and a product ecosystem that keeps customers coming back.
Role Overview
As CRM & Retention Manager, you’ll own and elevate the entire customer lifecycle, from first purchase through to repeat behaviour and long-term engagement.
This role goes beyond campaign execution. You’ll be responsible for building the strategy, systems, and frameworks that drive retention, improve customer experience, and increase lifetime value.
You’ll work closely with Growth, Product, Creative, and Operations to ensure retention thinking is embedded across the business.
What You’ll Be Doing
Lifecycle Strategy & Ownership
Develop and execute the overarching retention and lifecycle strategy
Build frameworks that increase engagement, reduce churn, and drive LTV
Take full ownership of the customer journey across all touchpoints
CRM Execution
Manage CRM channels end-to-end (Email & SMS)
Build and optimise automated lifecycle flows
Deliver high-performing weekly campaigns that educate, convert, and engage
Data & Insights
Analyse customer behaviour, churn trends, and campaign performance
Translate data into clear actions and opportunities for growth
Define and track key retention metrics and KPIs
Cross-Functional Collaboration
Work closely with Growth, Product, Brand, and Creative teams
Embed retention thinking into product launches, campaigns, and messaging
Align lifecycle strategy with broader brand and growth initiatives
Testing & Optimisation
Continuously test segmentation, messaging, and campaign structure
Improve attribution, reporting, and performance tracking
Drive a culture of experimentation and continuous improvement
Customer Experience
Contribute to shaping the overall customer experience beyond CRM
Identify friction points and opportunities across the journey
Ensure every touchpoint supports long-term engagement and trust
What We’re Looking For
2+ years’ experience in CRM, lifecycle, or retention marketing within a DTC or eCommerce brand
Proven experience building lifecycle strategies and automated flows
Strong understanding of:
Segmentation and personalisation
Attribution and reporting
Churn reduction and LTV growth
Hands-on experience with tools like Klaviyo, Attentive, or similar
Highly analytical with the ability to turn data into action
Strong communicator, comfortable working cross-functionally
Proactive, fast-moving, and comfortable in a high-growth environment
Salary & Benefits
£45,000 - £60,000 per annum (depending on experience)
Fully remote role
High ownership role with real impact on growth
Opportunity to shape retention strategy in a scaling brand
Fast-paced environment with strong progression opportunities
If this sounds like you then hit apply or email Ben on [email protected] to find out more!
Reformed is committed to building a diverse and inclusive team. We welcome applications from all backgrounds and are happy to support any adjustments throughout the process.
Recommended Jobs
Office Manager with PA Support
Our client is an amazing boutique company – working within the global market across multiple sectors – they have a new opportunity for an Operations Administrator. This is a full time; permanent role…
Mixed Tax Senior
Your responsibilities will include but may not be limited to: Prepare corporation tax computations and LLP income tax computations and review those prepared by the accounts/audit team for corp…
Business Studies Teacher - Enfield (Outstanding Ofsted)
A Business Studies Teacher is required for a fixed-term Maternity Cover contract (full-time) at an Outstanding school in Enfield, starting January 2026. This crucial role is within a high-performing …
Business Studies ECT - Girls’ School in Sutton
Business Studies ECT – Girls’ School in Sutton (January Start) Location: Sutton Start Date: January 2026 Contract Type: Full-time, Permanent Salary: Paid to scale (ECT) A well-regarde…
Chief Data Officer
Accountable for driving compliance with the data & records strategy, ensuring data is trusted, well-governed, and used to drive business value and regulatory confidence. The role enables better decis…
Spanish Teacher - Independent School in Greater...
An opportunity has arisen for a talented Spanish Teacher to join a growing independent day school in Greater Birmingham area. This is a full-time role beginning in January, teaching across KS3–KS5 (G…
Qualified Actuarial Pensions Consultant
Pensions Actuarial Consultant - London or WinchesterAn exciting opportunity for a qualified actuary with at least four years' experience in UK pensions consulting. This role offers the chance to work …
Year 1 Teacher - Good School - Clapham - January 2026 Start
Year 1 Teacher – Good School – Clapham – January 2026 Start A fantastic opportunity has arisen for a talented and enthusiastic Year 1 Teacher to join a well-established Good School in Clapham …
.NET Developer
.NET Developer, C# 14 - Global Technology Brand - London (Tech stack: .NET Developer, .NET 10.0, ASP.NET, C# 14, WPF, React, Angular 21, Microservices, Azure, ASP.NET Core Web API, Entity Framework, …