Twinkl Educational Publishing
Senior CRM Retention Executive (9 Month Fixed Term Contract)
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Senior CRM Retention Executive (9 Month Fixed Term Contract)
Senior CRM Retention Executive (9 Month Fixed Term Contract)
Location & Working Pattern
- Remote (UK-based)
- Full-time: 37.5 hours per week
- Salary range: £35,000 – £45,000 per annum pro rata
- Initial contract: 9-month fixed-term opportunity
The Opportunity
This position sits within the Global Retention team, undergoing a transformative upgrade of its CRM tech stack over the next year. Successful candidates will leverage data, behavioural insights, competitor research, and experimentation to enhance customer experience and maximise commercial value from our CRM strategies.
Key Responsibilities
- Support the Retention Marketing Manager in executing the global CRM campaigns strategy and migrating email marketing to an external provider.
- Identify and act on opportunities to optimise email templates and copy.
- Drive A/B testing and experimentation while partnering with analytics to evaluate impact on:
- Customer Lifetime Value (CLTV)
- Churn reduction
- Conversion performance
- Collaborate with local CRM teams to ensure global strategies are:
- Data-informed
- Effectively localised
- Work closely with product, commercial, and local marketing teams to ensure CRM campaigns drive business growth.
- Coach and mentor regional CRM execution teams to deliver high-performing local versions of global strategies.
Skills & Experience
Must have 3+ years in one or more of the following:
- CRM, retention, or lifecycle marketing (B2C, SaaS, or subscription models preferred)
- A proven ability to improve customer lifetime value and retention through targeted CRM activity
- Hands-on experience with:
- Automation (e.g. customer journeys, workflows)
- Campaign optimisation
- Expertise in CRM and marketing automation platforms (e.g., Braze, Iterable)
- Strong analytical skills with experience interpreting:
- Lifecycle stages
- Behavioural segments
- Commercial performance
- Ability to present insights clearly and influence cross-functional stakeholders across regions
- Familiarity with global retention challenges, including:
- Localisation strategies
- International data governance
- Tooling requirements
- Required technical:
- Google Analytics
- Tableau
- Beneficial (but not essential):
- SQL competency
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Essential Attributes
- Customer-focused, with a sharp commercial mindset
- A data-driven "storyteller" capable of driving global CRM evolution
- Comfortable navigating ambiguity and multi-country priorities in complex environments
- Proactive yet collaborative, always seeking ways to optimise and scale efforts
About Twinkl: Benefits
This role offers an opportunity at a fast-growing, dynamic business, with strong career progression. Among our key strengths:
Culture & Growth
- Inclusive, supportive environment where heavy process never overshadows people.
- Opportunities are derived from learning and development biases—people come first.
- Support structures extend beyond standard benefits, ensuring both work-life harmony and career advancement.
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Diversity & Belonging
- An active Employee Network Program offering social and professional groups for:
- LGBTQ+
- People of Color
- Visible and invisible Disabilities
- Women in Tech
- Working Parents
Work-Life Balance & Awards
- From day one (pro-rata for part-time):
- 33 annual leave days inclusive of bank holidays
- “Me” day (a day for well-being each year)
- “Charity Day” (paid annual contribution to a cause of your choice)
- Real-Time Learning through Twinkl subscriptions (unlimited at work+ home)
- Quarterly company awards programme recognising outstanding contributions
- Seasonal events radiating company culture
- Employee referral scheme
Financial & Additional Benefits
- Voluntary Cycle-to-Robon scheme (from post-probation)
- Enriched financial security for long-service staff:
- Twinkl Life Insurance
- Enhanced pension contributions
- Enhanced leave and pay for parental roles:
- Maternity pay (above National Standards)
- Adoption pay (aligned with maternity standards)
- Paternity pay (generous terms)
- Long-service awards and extended leave
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