CRM Specialist

As the CRM Specialist, you will work within a high-performing digital growth team and report to the Head of Acquisition & Retention. This role offers the opportunity to build and scale best-in-class lifecycle marketing programmes in a fast-paced, data-driven environment., * Own and execute the end-to-end CRM strategy across email, SMS, WhatsApp and direct mail

• Plan and deliver weekly campaign calendars aligned with trading and marketing priorities
• Support reactivation and retention initiatives through CRM
• Build and optimise automated flows including welcome, onboarding, abandoned browse/cart, post-purchase, replenishment, churn prevention and win-back
• Develop lifecycle strategies aligned to subscription customers and key lifecycle stages
• Manage advanced segmentation and targeting strategies
• Deliver personalised customer journeys to improve engagement and conversion
• Lead A/B and multivariate testing across subject lines, creative, messaging, offers, and send times
• Continuously improve performance through data-led optimisation
• Monitor and analyse key metrics including open rate, CTR, CVR, revenue per recipient, churn and lifetime value
• Report on performance and share insights with stakeholders
• Ensure all CRM activity aligns with GDPR, consent management and deliverability best practices
• Maintain a consistent, high-quality customer experience across all channels

We are looking for a candidate with proven experience using Klaviyo to build campaigns and automated flows, a strong understanding of Shopify and eCommerce environments, and excellent attention to detail across copy, design and execution., * Minimum 3 years experience in CRM, Email Marketing or Lifecycle Marketing

• Proven experience using Klaviyo to build campaigns and automated flows
• Strong understanding of Shopify/eCommerce environments
• Experience working with subscription-based models (e.g. Recharge or similar)
• Ability to design and build emails (Klaviyo and/or Figma)
• Experience with WhatsApp marketing tools
• Strong segmentation, personalisation and data-driven targeting skills
• Confident in analysing performance metrics and driving optimisation
• Commercially focused with a strong understanding of revenue and retention
• Analytical and data-driven with a test-and-learn mindset
• Strong attention to detail across copy, design and execution
• Creative thinker with the ability to deliver engaging, on-brand messaging

Desirable:

• Experience with SMS marketing platforms
• Basic HTML/CSS knowledge for email editing
• Experience with A/B and multivariate testing
• Knowledge of email deliverability best practices
• Familiarity with CDPs, loyalty or referral platforms

If you have the relevant experience and are looking to take ownership of a high-impact CRM function within a growing business, we would love to hear from you.