CRM Specialist

If you love diving into customer behaviour, turning insights into action, and crafting lifecycle journeys that keep buyers coming back again and again, this role puts you at the centre of a fast-scaling DTC operation.

This health & wellness DTC brand is looking for a CRM Executive to support the build and optimisation of email and SMS campaigns that deepen engagement and strengthen long-term retention.

You’ll be hands-on inside Klaviyo, collaborating closely with the Retention Manager and cross-functional teams to improve subscriber LTV and overall customer experience.

WHO THEY ARE

One of the fastest-growing wellness brands in the UK, built around a mission to help people unlock their full potential through premium functional beverages. Since launching in 2022, they’ve scaled from zero to eight figures in annual revenue, fuelled by category-defining hero products.

Now entering their next chapter, they’re expanding across Europe, launching new products, doubling down on retention, and pushing toward £30m+ revenue in the next 12 months, all while operating with a lean, high-performance mindset backed by leading investors in the food and beverage space.

They are:

• Ambitious & ownership-driven: people take initiative, move fast, and thrive in a scale-up environment where decisions happen quickly.
• Data-informed & improvement-focused: customer behaviour, testing, and performance metrics shape everything they build.
• Fast & collaborative: clear communication and cross-functional alignment fuel their ability to ship, learn, and iterate at speed.

_This is a fully remote, full-time role._WHAT’S IN IT FOR YOU

• Ownership of lifecycle campaigns from day one
• Clear growth trajectory into CRM, retention, or lifecycle strategy
• Exposure to subscription-first retention frameworks and growth levers
• Exposure to a modern DTC retention stack and hands-on lifecycle best practices
• Close collaboration with the Retention Manager and cross-functional teams across Growth, Product, and Creative
• A fast-paced culture where ideas ship quickly and learning is constant

WHAT YOU’RE GETTING INTO

In this role, you’ll help build and optimise the subscription and lifecycle engine that drives long-term customer value.

You will:

• Execute email and SMS campaigns in Klaviyo
• Support the development of subscription-focused flows (welcome, replenishment, churn prevention, winback, post-purchase)
• Work directly with the Retention Manager on subscriber LTV, churn, and cohort improvements
• Build customer segments using behavioural and transactional insights
• Run A/B tests and present recommendations based on results
• Maintain operational excellence in QA, scheduling, reporting, and documentation
• Track CRM and retention trends to inform future testing

WHO YOU ARE

• 2+ years of experience in CRM, email marketing, or lifecycle marketing
• Comfortable using platforms like Klaviyo or Mailchimp
• Curious about customer psychology and performance metrics
• Detail-oriented, organised, and able to juggle multiple deadlines
• Proactive and thrives in fast-paced, high-autonomy environments

Bonus points if you have:

• Experience with Shopify, GA4, retention dashboards, or subscription analytics
• Familiarity with Hotjar, Zapier, or AI-assisted workflow tools
• Ability to give clear layout or creative feedback (Canva or Figma)
• Experience working with DTC, wellness, or subscription-based brands

WHAT SUCCESS LOOKS LIKE

• 30 days: You understand subscriber behaviour, know the CRM systems, and support campaign execution and QA with confidence.
• 60 days: You independently run campaigns, support subscription-focused flow improvements, and contribute meaningful insights to retention discussions.
• 90 days: You fully own lifecycle flows, identify new testing opportunities, and deliver measurable improvements to LTV, churn, and subscriber engagement.

WHAT TO EXPECT FROM THE RECRUITMENT PROCESS

• Intro Chat: A short conversation to explore your background, CRM experience, and what you’re looking for next.
• Deep-Dive Interview: A focused discussion with the CRM lead about your approach to lifecycle marketing, segmentation, and performance.
• Practical Task: An assignment to understand how you think about flows, customer behaviour, and optimisation.
• Final Interview: A final conversation to review your task, align on expectations, and discuss next steps.