The Candidate Recruitment Agency
CRM Manager
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About the Business
Our client is one of the UK's fastest-growing premium, subscription-led brands — a genuine disruptor that has built a loyal, high-value customer base by doing things differently to everyone else in its space. It's backed by significant investment and has almost 10 successful years of trading behind it, making this a secure, well-established business rather than an early-stage gamble — but one that is only just getting started on its growth story.
The business is entering its next phase of scale, and a huge part of that is knowing its customers better than anyone else. For confidentiality reasons we're unable to name the business at this stage — full details will be shared with shortlisted candidates.
The Opportunity
This is far more than a traditional CRM role. We're looking for someone who is genuinely obsessed with the customer and highly data-driven — someone who wants to build a deep understanding of who these customers are, what they want and need, why they choose this brand over anyone else, and what causes them to disengage or leave.
You'll turn customer data and insight into action, owning retention, CRM and customer lifecycle strategy, and working across the business to create an exceptional customer experience. The ambition is to build a best-in-class customer retention function that helps the business acquire the right customers, understand them better, and keep them for longer.
What You'll Be Doing
Customer Understanding & Insight
- Become the voice of the customer, building an evidence-led understanding of different customer groups, their needs, motivations and behaviours
- Understand why customers choose this brand, what they value most, and what creates real loyalty — and where friction exists across the journey
- Build clear customer segments and personas based on real data and behaviour, not assumption
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Retention & Churn
- Own the retention strategy with a clear commercial objective: keep more customers for longer
- Analyse churn by cohort, acquisition source, subscription age, frequency and spend
- Identify early warning signs of disengagement and build proactive interventions before customers leave
- Continuously improve pause, skip, cancellation and win-back journeys, and strengthen early-life retention
CRM & Lifecycle Marketing
- Own the CRM and lifecycle strategy across email and SMS (ideally using Klaviyo), building increasingly personalised, behaviour-led customer journeys
- Cover onboarding, early-life engagement, at-risk and win-back communications, VIP journeys, and loyalty and referral communications
Data, Analytics & Voice of the Customer
- Build and maintain cohort, retention and lifetime value analysis by channel, campaign and segment
- Create a clear, regular retention scorecard covering performance, trends, risks and opportunities
- Build a structured Voice of the Customer programme, combining survey, NPS, reviews, support and behavioural data into clear themes and recommendations
Testing, Experience & Advocacy
- Build a genuine test-and-learn culture across retention and CRM — testing and helping scale new channels, offers, messaging and interventions, and quickly stopping what doesn't work
- Review the end-to-end customer experience and benchmark against other leading D2C and subscription brands
- Develop loyalty, referral and advocacy strategies that turn customers into genuine fans of the brand
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What We're Looking For
- 5+ years' experience across CRM, retention, lifecycle or customer marketing
- Experience of managing and developing a small team
- Strong experience within a D2C, subscription or high-frequency premium consumer brand
- Proven ownership of customer retention and churn, with demonstrable commercial results
- Strong understanding of LTV, CAC, cohorts, repeat purchase and subscription economics
- Advanced CRM and lifecycle marketing experience, ideally with Klaviyo
- Strong analytical capability, confident working with large customer datasets
- Experience building customer segmentation and automated lifecycle journeys
- Comfortable testing and helping scale new channels and initiatives in a fast-moving, high-growth environment
- A curious, commercial, hands-on approach — and the ambition to build a genuinely best-in-class retention function
Why Apply
- A rare opportunity to own the customer retention agenda for a well-backed, high-growth disruptor brand
- Real influence — direct access to the CEO and a genuine seat at the table shaping the next phase of growth
- Manchester based, with a competitive salary of circa £55,000 plus benefits
- Join a business with almost 10 years of proven, secure trading behind it — and significant growth still ahead
Please note due to high volumes of applications unfortunately we are not always able to respond to all unsuccessful applicants. However we wish everyone who applies the very best with their job search.
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