CRM/ Retention Manager

About Heur

Heur is a boutique ecommerce agency working with some of the most exciting luxury, lifestyle and FMCG brands in the UK and beyond. We act as the embedded ecommerce team for our clients – spanning strategy, management and growth. For us, marketing isn’t about noise, it’s about clarity: telling the right story, to the right people, at the right time.

The Role

As Heur’s CRM and Retention Marketing Manager, you’ll own how brands speak to their customers after the first purchase — driving repeat revenue, loyalty and lifetime value across our D2C clients. Evolving their customer lifecycle marketing proposition. 

From far reaching strategy to BAU execution: you’ll design, build and optimise flows, campaigns and retention programmes that make people come back again and again. You’ll be hands-on in Klaviyo, deeply familiar with the Shopify ecosystem, and comfortable turning lifecycle data into insight, automation and incremental growth.

Your remit spans email, SMS, loyalty, referral and subscription programs — working closely with Ecommerce Directors, Paid Media, and Creative to ensure CRM and trading are in sync.

This is a role for someone who knows D2C inside out and loves combining brand storytelling with data precision.

What You'll Do

You’ll be part of our managed ecommerce & growth teams, helping multiple clients plan, operate and ultimately grow their business. That will involve:

• Developing and owning CRM strategies across email, SMS, loyalty and referral channels
• Building and optimising automated flows in Klaviyo, and testing subject lines, creative, segmentation and timing to improve engagement
• Managing campaign calendars aligned with trading activity, launches and promotions
• Identifying lifecycle opportunities and creating loyalty and referral initiatives with key partners
• Partnering with Ecommerce Managers and Paid Media to link acquisition and retention activity to P&L targets
• Monitoring core CRM metrics and building dashboards to share weekly performance insights
• Testing new ideas across cross-sells, personalised recommendations, replenishment nudges and reactivation flows, and identifying gaps in segmentation and channel mix
• Feeding CRM insights into backlog planning with Ecommerce Directors and Growth Support
• Working with Creative to align content, messaging and brand tone with Heur’s D2C playbook
• Supporting internal knowledge sharing and upskilling on CRM best practice

What We're Looking For

• 4+ years in CRM, email or lifecycle marketing (agency or brand-side)
• Expert in Klaviyo and the Shopify ecosystem (flows, triggers, custom properties, dynamic blocks)
• Solid grasp of D2C retention metrics: LTV, repeat purchase rate, CRR, email-attributed revenue, AOV
• Experience with SMS platforms (Attentive, Klaviyo SMS, Postscript, etc.)
• Familiar with loyalty, referral and subscription platforms (Recharge, LoyaltyLion, etc.)
• Nice to have: experience with Ometria, Emarsys, Dotdigital or other ESP/CROM tools
• Confident in GA4, Looker Studio, or similar for attribution reporting

What We Offer

• Competitive salary
• Flexible working
• Fully remote - work from home
• Lifestyle perks and discounts
• Independent financial advice
• Company pension – auto-enrolment option with optional contributions matched by Heur up to 5%
• Holiday entitlement – 30 days per calendar year plus bank holidays