Fella and Jones
CRM, Loyalty and Lifecycle Manager
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CRM Lifecycle & Loyalty Manager
Location: London (Hybrid & Remote)
Salary: up to £58,000 + Excellent Package
Fella & Jones is delighted to be partnering with one of the UK's fastest-growing premium consumer brands to appoint a CRM, Lifecycle & Loyalty Manager. This is an exciting opportunity to join a high-growth business with ambitious expansion plans and a genuine customer-first culture.
This role offers ownership of two of the brand's most commercially important retention levers: lifecycle marketing and loyalty. You'll shape the customer journey from first purchase through to long-term advocacy, driving engagement, repeat purchase and customer lifetime value.
The Opportunity
Reporting to the Head of Growth whilst working with the broader digital and CRM team, you will own the strategy, development and optimisation of every automated customer journey, while leading the evolution of the brand's loyalty programme.
This is a highly visible role, combining strategic thinking with hands-on execution. You'll be equally comfortable building sophisticated Klaviyo automations as you are presenting commercial recommendations to senior leadership.
Key Responsibilities
- Own the strategy, build and optimisation of all automated lifecycle journeys, including Welcome, Browse & Cart Abandonment, Post-Purchase, Subscription, Win-back and VIP programmes.
- Take technical ownership of advanced Klaviyo flows, triggers and automation logic.
- Develop and evolve customer segmentation, partnering with Ecommerce and Data teams to ensure accuracy and effectiveness.
- Lead the loyalty programme end-to-end, including strategy, roadmap, commercial performance, points economics and tier structure.
- Manage relationships with loyalty technology providers and external partners.
- Develop initiatives that increase member acquisition, engagement and customer lifetime value.
- Own customer communications across lifecycle and loyalty channels.
- Analyse performance, identify opportunities and present actionable recommendations to senior stakeholders.
- Design and execute A/B and multivariate testing to continually improve performance.
- Collaborate closely with CRM, Ecommerce, Creative, Data and Commercial teams.
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About You
You'll bring proven experience creating high-performing lifecycle marketing programmes within a consumer-facing business and enjoy balancing strategic ownership with day-to-day execution.
You'll ideally have:
- Experience in CRM, Lifecycle Marketing or Loyalty with ownership of automated customer journeys.
- Strong hands-on experience using Klaviyo (or a comparable ESP).
- Experience managing or developing a loyalty or membership programme, including commercial performance and customer engagement.
- Excellent understanding of segmentation, personalisation and lifecycle strategy.
- Strong analytical skills with the ability to translate data into commercial actions.
- Confidence presenting insights and recommendations to senior stakeholders.
- Experience using AI tools to improve marketing effectiveness and productivity.
- Background within ecommerce, DTC, FMCG, retail or food and drinks industry would be advantageous.
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What's on Offer
- Competitive salary and benefits package.
- Flexible hybrid working and remote. Ideally, 4 days a month in London.
- Genuine ownership of the brand's lifecycle and loyalty strategy.
- The opportunity to make a significant commercial impact within one of the UK's most exciting high growth businesses.
- A collaborative, entrepreneurial culture with ambitious plans for continued expansion.
Interested?
If you're passionate about customer retention, loyalty and creating exceptional customer experiences, we'd love to hear from you. Apply today or contact the team at Fella & Jones for a confidential conversation.
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