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Heroes

Senior CRM Marketing Manager

Heroes

. Own and develop the CRM and retention strategy across email and SMS .

Posted 10/7/2026part-timeRemote • United KingdomSeniorWebsite

Core Competencies

Role fit
Core Competencies

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Demonstrates expertise in CRM strategy development, lifecycle marketing, and customer retention, with a strong focus on data-driven decision-making and collaboration with cross-functional teams. Proficient in Klaviyo for optimizing customer journeys and enhancing engagement metrics.

Highest-signal resume keywords
CRM Strategy DevelopmentKlaviyo ExperienceLifecycle MarketingData AnalysisCustomer Segmentation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
CRMLifecycle MarketingRetention MarketingSegmentationPersonalisationAutomated JourneysCampaign Performance AnalysisRevenue TrackingCustomer Lifetime Value (LTV)Customer Insights
Soft Skills
CollaborationProactivityIndependenceAnalytical ThinkingCommunication
Tools & Technologies
KlaviyoEmail MarketingSMS MarketingCustomer Feedback ToolsSurveys
Industry Keywords
DTC RevenueCustomer RetentionCustomer ReactivationCustomer AdvocacyBrand Collaboration

About the role

Key responsibilities & impact
  • 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
  • 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
  • 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

Requirements

What you’ll need
  • Strong hands-on experience in CRM, lifecycle or retention marketing
  • Strong Klaviyo experience
  • SMS experience a bonus
  • Commercially minded and comfortable owning revenue targets
  • Strong understanding of segmentation, personalisation and automated journeys
  • Analytical and confident using data to make decisions
  • Able to balance short-term revenue with long-term customer value
  • Comfortable working closely with Brand and Creative teams
  • Interested in customer research and turning insight into action
  • Highly collaborative, proactive and comfortable working independently

Benefits

Comp & perks
  • Fully remote work
  • Flexible hours
  • Opportunity to work on internationally expanding baby-product brands
  • Opportunity to build and shape the CRM function from the ground up