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Full-time
London
Reports to: Head of Growth
We make bags and accessories for the people building the future. Engineers, founders, designers, makers. People in the arena, doing the work, often without proof. We’re building the future too, in our own way.
Fifteen years in. Fourteen times bigger in the last five. B Corp certified. Wirecutter’s pick for best laptop backpack. The work we do has substance.
Our best customers come back, and they bring their friends. That is the heart of how Troubadour grows. We're building the business around lifetime value rather than paid acquisition alone, and this role is in the driving seat.
What You'll Do
- Own the Klaviyo lifecycle programme across email and SMS: flows, campaigns, segmentation and testing, for Troubadour and Mujjo.
- Grow repeat purchase and referral, with clear targets on LTV, repeat rate, and customers recommending us to others.
- Build real relationships with our best customers: feedback sessions, events, and early access to launches.
- Improve the post-purchase experience so it earns the second order.
- Use our Customer Intelligence product daily, and help shape how it develops.
- Report on retention, repeat and referral as core business metrics.
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Who You Are
- You have run a lifecycle programme hands-on, ideally in Klaviyo, and you can point to retention numbers you improved.
- You see customers as people, not segments.
- You write warm, clear emails, and you would genuinely enjoy hosting twenty of our best customers for an evening.
- You measure everything, but you never let the measurement make you cold.
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Why Troubadour
We've grown 15x in the last five years. The next phase is bigger still, and everyone we hire has a hand in shaping it.
We're a small team. Curious. Hands-on. We care about doing things well, and about the people doing them. High standards without high drama. We disagree out loud. We back each other up. The people who thrive here treat the work seriously and themselves a little less so.
Our headquarters is in Fitzrovia, London, and our store is on Beak Street in Soho. The rest of the team works remotely, and we get together whenever we can. We look after our people properly. The basics and more.
How To Apply
Send your CV and a short note on why this role fits.
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