D R Newitt Recruitment
CRM & Retention Manager
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CRM & Retention Manager 📊📈👩💻
The Company:
This isn't another Growth Marketing role; one of the UK's fastest-growing, investor-backed, DTC health/wellness/nutrition brands, built on a simple mission: create honest, evidence-led supplements that genuinely improve people's lives, are looking to scale their incredible Marketing team through the addition of a CRM & Retention Manager.
Having already scaled to just under £10mil in revenue, the business is entering its next stage of growth with plans to firstly hit £10mil+ ahead of further investment. Alongside an exciting new brand evolution (re-brand to be announced soon!) and significant investment into marketing and customer growth, this is a rare opportunity to shape one of the most commercially important functions within the business.
Already having built B2B and stocked across Retail as seen in Whole Foods, Holland & Barrett, Waitrose and 400+ independent retailers, they have also built an incredibly loyal customer base with industry-leading retention rates. Now they're looking for someone to unlock the next phase of growth by transforming their CRM & retention strategy.
The Opportunity:
Reporting directly to the CMO, you'll own the entire CRM and retention strategy across the business. This is far more than managing email campaigns! You'll be responsible for increasing LTV, growing subscriptions, optimising every customer journey and building sophisticated segmentation strategies that drive commercial performance.
The business has huge opportunities to unlock through strategic audience segmentation, cross-selling, upselling and lifecycle optimisation. With a major rebrand underway and significant investment planned across acquisition, you'll play a pivotal role in helping the business scale.
Working closely with the newly appointed Growth Manager, you'll have genuine ownership, autonomy and the freedom to make commercial decisions that directly impact business performance.
If you love finding opportunities in data, optimising customer journeys and turning insight into revenue, this role offers the chance to make a visible impact!
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Key Responsibilities:
- Own and execute the CRM and retention strategy across email, SMS and customer lifecycle marketing
- Build, optimise and continuously improve Klaviyo flows including welcome, post-purchase, replenishment, subscription, win-back and cross-sell journeys
- Develop sophisticated customer segmentation strategies using behavioural, transactional and lifecycle data
- Increase customer LTV through smarter retention, cross-selling and upselling initiatives
- Grow the 'Subscribe & Save' programme and improve subscription conversion and retention
- Use Lifetimely, Shopify and CRM data to perform cohort analysis, identify trends and uncover commercial opportunities
- Audit, optimise and continuously improve CRM flows to identify quick wins and long-term growth opportunities
- Lead A/B testing across CRM campaigns to improve engagement, conversion and retention
- Build high-performing workflows and customer communications, whilst leveraging AI tools, including Claude, to improve workflow efficiency and CRM performance
- Monitor CRM performance, deliverability and reporting, presenting actionable commercial insights
- Work collaboratively with the Growth Manager, paid media agencies and nutritionists to ensure CRM supports wider acquisition and growth strategies
- Support the rollout of the company's upcoming rebrand across all CRM channels
What They're Looking For:
You'll be someone who genuinely enjoys data & numbers rather than simply executing campaigns. You'll combine analytical thinking with commercial curiosity, constantly looking for opportunities to improve customer journeys and increase LTV.
You'll ideally bring:
- Strong experience in CRM, Retention or Lifecycle Marketing within DTC subscription businesses ideally stocked within Retail/B2B
- Expert knowledge of Klaviyo, including flows, segmentation, reporting and automation
- Knowledge & experience on Shopify (typically as a Klaviyo plug-in)
- Experience using Lifetimely helpful (or similar LTV/cohort analysis platforms)
- Excellent understanding & experience driving of customer LTV, retention, churn, AOV and subscription metrics
- Proven experience building segmentation strategies that drive measurable commercial outcomes
- Confidence working autonomously within a fast-growing scale-up or challenger brand
- Strong prioritisation skills with the ability to focus on high-impact initiatives
- Experience creating emails and customer journeys from scratch rather than simply managing campaigns
- Commercially minded with a highly data-led approach to decision-making
- Comfortable using AI tools to improve productivity and performance
- A genuine passion for health, nutrition or wellness would be advantageous, although supplement experience isn't essential
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Most importantly, they're looking for someone who is proactive, accountable, enthusiastic and excited by the growth opportunity and long-term development in building something rather than simply maintain it.
Why Join?
This is a genuine opportunity to shape one of the most important commercial functions within a rapidly scaling consumer brand. You'll join a small yet ambitious leadership team where good ideas are implemented quickly and your work will have a direct impact on business growth.
You'll enjoy:
- Significant ownership and autonomy from day 1
- A business with ambitious growth plans already sitting just under £10mil in revenue
- A major brand evolution and exciting new growth strategy
- The opportunity to build a best-in-class CRM function
- Direct exposure to senior leadership and strategic decision-making
- A collaborative, transparent and passionate culture
- Future progression opportunities as the CRM/Retention function continues to grow
What's On Offer:
- Salary up to £65k Base (DOE) + Bonus + Share Options (DOE)
- Hybrid working (meeting c.2 days per week in LDN)
- Private Healthcare
- Workplace Pension
- Free supplements
- Access to nutritionist consultations
- £500 annual L&D budget
- 1 additional 1/2-day leave each month
If you're passionate about customer retention, thrive on data and optimisation, and want to play a key role in scaling one of the UK's most exciting DTC health brands, we'd love to hear from you!
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