Eastside Co® (Shopify Platinum Agency)
Senior Email & CRM Manager
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About Us
Eastside Co is a leading Shopify Plus agency specialising in ecommerce design, development and performance marketing. We work with ambitious brands to help them grow faster and scale their online revenue.
As we continue to expand our CRM offering, we are looking for an experienced Senior Email & CRM Manager or Email & CRM Director to lead our CRM practice, drive strategic excellence for clients and build a high-performing team.
The Role
This is a leadership role responsible for the strategic direction, delivery and growth of our Email & CRM function. You will lead a team of CRM specialists, oversee the successful delivery of email and SMS marketing programmes, and act as a trusted strategic advisor to our eCommerce clients.
The ideal candidate will bring extensive hands-on experience with Klaviyo, a deep understanding of retention marketing, customer lifecycle management and CRM strategy, and a proven track record of driving revenue growth through sophisticated email and SMS programmes.
You will be equally comfortable developing and executing high-level CRM strategies, presenting to senior client stakeholders and ensuring operational excellence across campaign delivery.
This role would suit someone who enjoys building and improving things, not just maintaining what already exists.
Key Responsibilities
CRM Strategy & Client Leadership
- Develop and lead best-in-class email and SMS marketing strategies for a portfolio of eCommerce clients.
- Create customer lifecycle, retention and loyalty strategies that increase customer acquisition efficiency, repeat purchase rates, customer lifetime value and profitability.
- Advise clients on segmentation, automation, personalisation, customer journeys and retention programmes.
- Identify growth opportunities through CRM audits, customer analysis and performance reviews.
- Present strategic recommendations and performance insights to senior client stakeholders.
- Partner with Strategy, Paid Media, Creative and Data teams to deliver integrated growth programmes.
Campaign & Programme Delivery
- Oversee the planning, execution and optimisation of email and SMS campaigns across multiple client accounts.
- Ensure the successful implementation and ongoing optimisation of automated customer journeys, flows and lifecycle programmes.
- Drive testing and optimisation programmes across creative, messaging, segmentation, timing and channel mix.
- Maintain high standards of quality assurance, compliance and deliverability.
- Ensure all CRM programmes are aligned with client objectives and commercial KPIs.
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Klaviyo Leadership
- Serve as the agency's lead subject matter expert for Klaviyo and lead point of contact for partner relationships.
- Design and optimise advanced Klaviyo implementations, automations, customer journeys and segmentation frameworks.
- Develop best practices for email and SMS marketing execution across the agency.
- Stay current with new platform capabilities and identify opportunities to leverage innovation for client growth.
Team Leadership & Management
- Lead, mentor and develop a growing CRM team.
- Provide day-to-day line management, coaching, performance management and career development support.
- Establish processes, workflows and quality standards that enable efficient and scalable delivery.
- Support recruitment, onboarding and training of new team members.
- Foster a culture of collaboration, accountability and continuous improvement.
Commercial & Agency Growth
- Contribute to new business pitches and CRM-focused growth opportunities.
- Support client retention and account growth through strategic leadership and strong performance delivery.
- Help define and evolve the agency's CRM proposition and service offering.
- Identify opportunities to expand CRM services and increase client investment.
What We’re Looking For
Experience
- 5+ years' experience in Email Marketing, CRM or Retention Marketing, ideally within an agency or eCommerce-focused environment.
- Extensive hands-on experience using Klaviyo to deliver sophisticated email and SMS marketing programmes.
- Proven experience developing and implementing CRM strategies that drive measurable eCommerce growth.
- Strong understanding of customer lifecycle marketing, segmentation, automation, personalisation and customer retention.
- Experience managing multiple client relationships and presenting to senior stakeholders.
- Strong analytical skills with the ability to interpret performance data and translate insights into action.
- Excellent project management and organisational skills.
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Leadership and Approach
- Experience leading or mentoring others
- Comfortable switching between strategy and hands-on work
- Commercial mindset with a focus on outcomes, not just activity
- A natural problem solver who enjoys providing solutions for clients.
- A confident, dynamic, engaging and authentic communicator who cares about the quality of work and continuous learning
- Passionate about growing the knowledge of those around you
- Excellent presentation skills and strong data analysis and reporting skills
- Strong attention to detail, methodical and process orientated
Tools and Skills
- Experience with GA4, Google Search Console, Ahrefs, SEMrush and Screaming Frog
- Working knowledge of HTML
- Able to explain SEO clearly to non-specialists
- Familiarity and experience with Shopify preferable
Desirable
- Experience working with Shopify and broader eCommerce technology ecosystems.
- Experience with loyalty, referral and subscription programmes.
- Knowledge of CRM integrations, customer data platforms and attribution methodologies.
- Experience contributing to agency growth, service development or new business pitches.
Why Join Eastside Co
- Opportunity to shape and lead a growing CRM practice
- Work with ecommerce brands that are serious about scaling
- Be part of a collaborative and performance-focused team
- Flexible and fully remote working
Benefits
- Competitive salary depending on experience (up to £70k depending on experience)
- 25 days holiday plus bank holidays and a Christmas shutdown, increasing with tenure
- Private health insurance
- Company pension
- Enhanced maternity and paternity leave
- Flexible remote working
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