Retention Manager, CRM & Lifecycle

Naya

. Develop the retention plan, sequencing and business case for what gets built first .

Posted 10/14/2026full-timeRemote • United KingdomMid-LevelSenior💰 £40,000 - £55,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in developing and managing customer retention strategies, lifecycle flows, and campaign programming while leveraging CRM platforms for effective customer segmentation and engagement. Capable of analyzing customer data to drive insights and improve retention metrics.

Highest-signal resume keywords

CRM Platform OwnershipRetention Programme DevelopmentCohort AnalysisCustomer SegmentationCampaign Programming

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Retention StrategyLifecycle Flow ManagementBehavioural SegmentationCohort AnalysisLifetime Value AnalysisCampaign DeliverabilityReactivation ProgrammesPromotional Policy DesignData AnalysisCustomer Feedback Integration

Soft Skills

Self-StarterCommercial JudgementCollaborationCommunication

Tools & Technologies

CRM PlatformsEmail Marketing ToolsSMS Marketing ToolsEcommerce PlatformsAnalytics Tools

Industry Keywords

Customer EngagementLoyalty ProgrammesCross-Sell StrategiesMarket SegmentationCustomer Insight Metrics

About the role

Key responsibilities & impact

Develop the retention plan, sequencing and business case for what gets built first
Own end-to-end lifecycle flow architecture, including welcome, browse and basket recovery, post-purchase, fitting and care, upgrade, replenishment and back-in-stock flows
Own the campaign calendar and map it to the trading year and product launches
Develop behavioural and value-based customer segmentation
Identify high-value customers and tailor programmes to different customer motivations
Manage list growth, engagement, suppression and consent across markets
Own strategy, calendar, briefing and final approval for email, SMS and other owned channels
Manage campaign programming, deliverability, sender reputation, testing and platform configuration
Develop reactivation and win-back programmes, including holdouts, sunset policy and cost evaluation
Own customer feedback loops and turn support themes into briefs for site, product pages, lifecycle programme and product roadmap
Represent the voice of the customer in trading and planning conversations
Direct the CRM agency partnership, including briefs, targets, reviews, quality control, reporting and roadmap
Set offer and lifecycle promotion policy while protecting margin
Design, evaluate, launch and manage a loyalty proposition
Grow cross-sell and multi-product purchases through lifecycle merchandising
Own the post-purchase sequence from confirmation through follow-on engagement
Ensure trusted integrations among ecommerce, CRM, advertising platforms and support desk
Collaborate with the Acquisition Manager, customer support, brand, product, operations and agency partners
Report against quarterly retention, repeat revenue, gross profit, channel, reactivation, discount, cross-sell, purchase timing, list health, loyalty and customer insight metrics

Requirements

What you’ll need

Hands-on ownership of a CRM platform, personally building flows and segments
Experience developing a retention programme from an early stage
Comfortable with cohort and lifetime value analysis
Ability to read a repeat purchase curve, size the opportunity and argue for investment
Commercial judgement about promotions and incentive costs
Self-starter comfortable building process in a small, fast-moving team
Useful but not essential: loyalty programme experience
Useful but not essential: SMS as well as email, or offline channels such as direct mail
Useful but not essential: premium or considered purchase categories
Useful but not essential: products tied to a replacement or upgrade cycle
Useful but not essential: customer research, surveys or structured feedback programmes
Useful but not essential: CRM platform migration experience

Benefits

Comp & perks

Remote-first work arrangement
Quarterly in-person meet-up
Clear route to Head of as the channel and team grow
Additional headcount planned as the channel matures