CRM Manager

Heroes

. Develop and own the customer retention strategy across all lifecycle stages .

Posted 10/26/2026full-timeUnited KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in developing and executing customer retention strategies, leveraging CRM platforms to enhance customer engagement and lifetime value. Proficient in data analysis and segmentation to optimize marketing initiatives and drive revenue growth.

Highest-signal resume keywords

CRM Strategy DevelopmentCustomer SegmentationEmail MarketingData AnalysisLifecycle Marketing

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer RetentionLifecycle MarketingCustomer Journey DevelopmentCampaign Performance MeasurementAutomationPersonalized Customer ExperiencesRevenue GrowthPerformance TrackingCustomer EngagementRepeat Purchase Rate

Soft Skills

Analytical CapabilityAttention to DetailProject ManagementOrganizational SkillsCommunication Skills

Tools & Technologies

KlaviyoSalesforce Marketing CloudBrazeHubSpot

Industry Keywords

EcommerceDTCConsumer BrandsCustomer Lifecycle Marketing

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Develop and own the customer retention strategy across all lifecycle stages
Identify opportunities to increase repeat purchase, customer engagement, and lifetime value
Create retention initiatives aligned to key customer milestones and parenting journeys
Own the CRM calendar and customer communication plan
Manage all email and SMS marketing activity
Develop automated welcome, nurture, post-purchase, replenishment, review, win-back, and loyalty journeys
Develop customer segmentation strategies based on behaviour, purchase history, lifecycle stage, and engagement
Create personalised customer experiences and optimise messaging, content, and targeting
Analyse customer behaviour and lifecycle performance
Generate actionable insights and build reporting dashboards and performance tracking frameworks
Deliver revenue growth through CRM channels and optimise campaign performance
Manage CRM budgets and platform performance
Partner with Ecommerce, Brand, Creative, and Customer Service teams
Support product launches, seasonal campaigns, and promotional activity
Deliver automated lifecycle programmes and regular customer insight reporting
Use testing and analysis to continuously improve CRM performance

Requirements

What you’ll need

5+ years' experience in CRM, retention, lifecycle marketing, or customer marketing, preferably within ecommerce, DTC, or consumer brands
Proven track record of driving customer retention, repeat purchase rate, customer lifetime value (LTV), and revenue through CRM programmes
Hands-on experience with email, SMS, loyalty, customer segmentation, automation, and customer journey development
Experience using CRM platforms such as Klaviyo, Salesforce Marketing Cloud, Braze, HubSpot, or similar
Strong analytical capability with experience interpreting customer and campaign data to identify opportunities and measure performance
Customer-centric mindset with a deep understanding of customer lifecycle marketing
Strong commercial awareness and ability to link CRM activity to business performance
Data-driven decision maker with excellent attention to detail
Strong project management and organisational skills
Excellent communication and stakeholder management abilities
Comfortable balancing strategic planning with hands-on campaign execution

Benefits

Comp & perks

Hybrid working arrangement
Opportunity to work with a family-owned nursery furniture company and Heroes' family of brands