Your mission
As Senior CRM & Retention Manager, you take full strategic and operational ownership of major parts of our Customer Loyalty initiatives. Your core mission is to be the expert driver of Customer Lifetime Value (CLV) by rapidly scaling our subscription model and drastically reducing churn. You will execute high-impact projects, mentor a junior team member, and have a clear pathway to a Team Lead role.
What You’ll Do:
- CLV & Retention Ownership: Define and own all loyalty KPIs (Churn, Retention Rate, CLV, Subscription-Retention) and develop the high-level strategy and roadmap to hit these targets.
- Subscription Scaling: Design and execute advanced, multi-step strategies to increase subscription penetration and loyalty (e.g., sophisticated upsell logic, incentive structures, offer models).
- Churn Prevention: Be the expert on churn, developing and implementing high-impact, sophisticated measures to reduce cancellations (e.g., dynamic discount logic, complex exit flows, tailored advice).
- Expert Cohort Analysis: Master customer behaviour and segmentation, translating complex data into precise, high-leverage CRM initiatives.
- Lifecycle Automation: Expertly strategise and implement automated, trigger-based customer journeys across Email (Klaviyo), WhatsApp, and other channels (e.g., SMS).
- Testing & Tool Stack: Create and manage a structured A/B testing roadmap for maximum impact. Maximize the performance of our CRM and analytical tools (Klaviyo, Bythenumbers, KLAR, Loop).
- Mentoring & Leadership: Act as a technical mentor for a growing team and actively contribute to cross-functional clarity and prioritisation across the company.
- Visibility: Proactively engage with the C-level and management team, reporting on progress and driving solution-oriented discussions.