Heroes

Customer Success Manager

• Own and develop the CRM and retention strategy across email and SMS
• Build the roadmap to grow CRM to 10%+ of DTC revenue
• Drive repeat purchase, retention, reactivation and customer lifetime value
• Identify opportunities to increase customer value as the product portfolio grows
• Own the CRM calendar and customer communications plan
• Build and optimise lifecycle journeys in Klaviyo, including welcome, post-purchase, cross-sell, replenishment, review and winback journeys
• Develop relevant, timely and personalised communications
• Test messaging, creative, offers, segmentation, timing and journeys
• Lead the CRM contribution to Designed by You, Made by Us
• Use surveys, customer feedback, focus groups and CRM data to deepen customer understanding
• Turn customer insight into recommendations for Brand, Creative, Product and NPD
• Work closely with Brand, Creative, Ecomm, Performance and Product teams
• Develop CRM strategies for product launches and key trading moments
• Support advocacy through reviews, testimonials, customer stories and community
• Analyse customer, campaign and lifecycle performance
• Own CRM reporting and measurement
• Track revenue contribution, repeat purchase, retention, LTV, engagement and reactivation
• Demonstrate incremental value and continually improve performance

CRM Lead