Pivotal London
Customer Relationship Management Lead
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CRM Lead
Salary: Competitive DOE
Location: London (Hybrid)
Our client is one of the UK's fastest-growing eco-friendly consumer brands. They are now looking for a senior CRM Lead to turn their customer base into their biggest commercial lever.
The opportunity
- Own the entire CRM function — strategy and execution — at one of the UK's most exciting high-growth consumer brands
- A hands-on senior role with real commercial ownership: your north star is revenue per customer, and you report directly to senior leadership
- Lead and grow a CRM Manager from day one, with scope to expand the team as you prove the return
- A subscription-first business with an expanding product range — the segmentation and lifecycle challenges here are genuinely complex and rewarding
Responsibilities
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- Build and run upsell, cross-sell, and retention programmes across subscriptions and one-time products — tied directly to incremental revenue
- Own and develop the full Klaviyo flow architecture: welcome, onboarding, post-purchase, replenishment, winback, and payment recovery
- Build a robust segmentation framework that identifies high-value customers, growth opportunities, and churn risk
- Set the creative and messaging standard for CRM — briefing, shaping, and holding high standards on every send
- Own the CRM calendar, aligned to the trading and merchandising plan, and report performance weekly and monthly to leadership
Your profile
- Genuine Klaviyo expertise — you've built and scaled sophisticated flows and segments, not just managed them
- Commercial mindset: you think in revenue, LTV, and margin — engagement metrics are leading indicators, not the goal
- Experienced in DTC or e-commerce; subscription background strongly preferred
- A data-led operator who runs a disciplined testing programme and turns analysis into clear recommendations
- A people leader — you've managed at least one direct report and can set a high standard for those around you
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How to apply
To apply for this outstanding opportunity, please contact Nusrat Khan at Pivotal for a confidential discussion at nusrat@pivotallondon.co.uk
Pivotal is an equal opportunities employer and we encourage applications regardless of ethnic origin, race, religious beliefs, age, disability, gender or sexual orientation, and any other protected status as required by applicable law.
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