Retention Lead, CRM

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🕒 April 12

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Fussy

WebsiteLinkedInAll Job Openings

1 - 10 employees

💄 Beauty

🛍️ eCommerce

👥 B2C

💰 Non Equity Assistance - Fussy on 2024-02

Beauty • eCommerce • B2C

Fussy is a UK-based consumer personal-care brand offering refillable natural deodorants, body washes, hand washes, body bars and minis. The company sells colorful reusable cases and plastic-free refills through a direct-to-consumer e-commerce store with subscription plans, emphasizing natural/probiotic formulations, sustainability and carbon-neutral delivery. They position themselves around effectiveness, sustainability and convenience (subscribe & save).

📋 Description

• Own and evolve our CRM and retention strategy end-to-end, with clear accountability for LTV, repeat rate, and churn reduction. • Build out our retention channel strategy, taking ownership of existing channels (Klaviyo, PaperRun) whilst evaluating new channels. • You will think commercially to understand our flows, where they are performing and where we can make targeted improvements. • Lead a rigorous testing and experimentation roadmap, continuously improving performance through data-driven iteration. • You will take ownership of the performance of campaigns, implementing learnings to drive incremental improvement to our touch points. • Work cross-functionally with brand, growth, and CX to deliver a seamless, personalised customer experience at every touchpoint

🎯 Requirements

• Proven experience owning and improving retention for a DTC subscription business is essential • Experience managing a (small) team • Strong analytical skills, you are at home in cohort data and know how to surface key insights • Hands-on experience with CRM systems (e.g. Klayivo, Attentive, WhatsApp) • Ability to think holistically about the customer lifecycle, balancing customer experience with commercial needs • Strong prioritisation skills - you are comfortable balancing competing priorities and working on the highest value items • Ability to build dashboards in BI tools (not essential) • Knowledge of SQL (not essential)

🏖️ Benefits

• A chance to play a part in banishing single-use plastic from the bathroom • Hybrid working with Tuesdays, Wednesdays and Thursdays in our London (Shoreditch) office • 33 days annual leave, including flexible bank holidays + a day off for your birthday – we encourage you to take time off to switch off, rest and recharge. • Our WellHub membership with a range of fitness & wellbeing options - we care about our team’s wellness, from physical to mental health • Share options after probation, so that you can benefit from our growth • Gym membership