Craft Gin Club

Customer Success Manager

• Serve as the loyalty champion and improve customer user journeys during onboarding and after sign-up
• Drive subscriber retention and commercial performance
• Increase monetisation through cross-sell, re-sell, and up-sell
• Review existing data systems and benchmark current performance
• Develop and implement a clear customer marketing strategy and roadmap
• Align colleagues and sister teams through project management and production planning
• Produce and launch customer marketing activity hands-on
• Own proactive and reactive campaigns and manage customer journeys
• Monitor email and SMS performance and track KPIs
• Lead, coach, and mentor the Customer Marketing team
• Collaborate with Acquisition, Brand, Website, Commerce, Tech, Customer Service, and Product teams
• Report to the CSMO and provide leadership within the Sales & Marketing department

Head of Customer Marketing – CRM