CRM & Retention Manager
| Company: | The Opportunity Hub UK Ltd |
|---|---|
| Salary: | £40,000 to £50,000 a year |
| Hours: | Full-time |
| Location: | London, NW6 1JZ |
| Job type: | Permanent |
| Posting date: | 22 Oct 2026 |
| Closing date: | 21 Nov 2026 |
Summary
A standout CRM & Retention Manager opportunity for a lifecycle marketing specialist ready to own retention as a genuine revenue channel, not just execute campaigns.
A female-founded, purpose-driven intimates brand is hiring a CRM & Retention Manager to take full ownership of retention and lifecycle marketing as a core commercial channel. This is a scaling, mission-led ecommerce business that is redefining everyday intimate essentials for a new generation — combining a bold brand narrative with a real commitment to reducing the environmental footprint of everyday garments. The CRM & Retention Manager will sit at the heart of the customer experience, with direct accountability for lifetime value, repeat purchase rate and retention performance.
This is a role with real autonomy and progression on offer. It is ideal for someone who has already run CRM end-to-end and is now looking for greater ownership, commercial impact and a clear path to grow within a fast-moving team.
The Role at a Glance
Reporting to the Ecommerce Director, you will own the CRM channel from strategy through to execution and reporting. You will treat email, SMS and loyalty as owned revenue channels in their own right, building the lifecycle journeys, segmentation and testing roadmap that drive measurable, incremental growth.
What You'll Own
The CRM channel as a core revenue driver, with accountability for retention, LTV and repeat purchase rate
End-to-end lifecycle journeys (welcome, post-purchase, winback, replenishment, browse abandon) underpinned by a clear testing roadmap
Advanced segmentation and personalisation, ensuring the right message reaches the right customer at the right moment
The campaign calendar across email and SMS, aligned to trading moments and product launches
List growth strategy, including on-site opt-in optimisation, acquisition flows and subscriber health
Email deliverability end-to-end: sender reputation, list hygiene, suppression management and inbox placement
SMS as a first-class owned channel with its own strategy, automation flows and performance targets
The loyalty programme strategy, including points, VIP tiers, referral mechanics and re-engagement
The CRM and martech stack, from platform evaluation through to implementation oversight and optimisation
Cohort analysis, LTV modelling and CRM dashboards that translate data into actionable growth opportunities
Relationships with external agencies, freelancers and platform vendors, owning scope, briefing and QA
What You'll Bring
A strong foundation in CRM and lifecycle marketing, with proven experience owning CRM as a revenue channel rather than simply running campaigns
Hands-on experience with email and SMS platforms such as Klaviyo
A solid grasp of email deliverability best practice and list health management
A track record of growing a CRM subscriber base, not just maintaining one
Confidence working with data — comfortable with cohort analysis, LTV modelling and building reports that shape strategic decisions
Familiarity with martech evaluation and platform management; you know what good looks like and can advocate for the right stack
Experience managing loyalty and retention programmes
A commercial mindset focused on measurable growth, plus the drive to take ownership in a small, fast-paced team
Work Permissions
You must have the right to work in the United Kingdom. [Placeholder — sponsorship status was not specified in the brief. Please confirm whether visa sponsorship is available so this section can be finalised.]
Benefits & Perks
25 days' holiday plus bank holidays
Pension with 4% employer contribution
Private medical insurance with Bupa Select, plus life insurance
Salary sacrifice dental insurance
Quarterly product allowance and monthly team lunches
Training, development and personal enrichment opportunities, plus volunteering days
Hybrid working (three days in the London office)
Why This Is a Career Worth Building
Retention and lifecycle marketing have moved from a back-office function to one of the most commercially valuable disciplines in modern ecommerce. As acquisition costs climb, brands that retain and grow their existing customers win — and the professionals who can prove that impact are in high demand. This CRM & Retention Manager role offers genuine channel ownership, board-level visibility of your numbers, and the chance to shape retention strategy for a brand with a clear sense of purpose. For an ambitious lifecycle marketer, it is a platform to grow into senior CRM and retention leadership.
This CRM & Retention Manager opportunity in London is brought to you by The Opportunity Hub UK — connecting talented professionals with career-defining roles.
By applying, you acknowledge that The Opportunity Hub may retain your details and consider you for other suitable opportunities. You may opt out at any time. Privacy Notice: theohub.global/privacy