Retention Manager, CRM & Lifecycle

Job not on LinkedIn

🔥 2 hours ago

🇬🇧 United Kingdom – Remote

💵 £40k - £55k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🔄 Customer Retention Specialist

🇬🇧 UK Skilled Worker Visa Sponsor

This company has sponsored UK Skilled Worker visas in the past.

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Naya

WebsiteLinkedInAll Job Openings

11 - 50 employees

💼 Consulting

📣 Marketing

📦 Logistics

💰 $5.7M Seed Round on 2022-03

Consulting • Marketing • Logistics

Naya is a pioneering platform designed specifically for product design, aiming to enhance and streamline the design journey from concept to execution. It serves as a central hub for design studios, allowing teams to manage a plethora of assets—such as 3D models and videos—while integrating various design tools and facilitating collaboration among stakeholders. With the goal of reducing fragmentation and inefficiencies in the design process, Naya supports creativity and sustainability through better organization of workflows and documentation. Founded in association with Harvard's Design School, Naya has garnered the attention of notable investors and is utilized by teams globally, advocating for a more thoughtful and innovative approach to product design.

📋 Description

• Develop the retention plan, sequencing and business case for what gets built first • Own end-to-end lifecycle flow architecture, including welcome, browse and basket recovery, post-purchase, fitting and care, upgrade, replenishment and back-in-stock flows • Own the campaign calendar and map it to the trading year and product launches • Develop behavioural and value-based customer segmentation • Identify high-value customers and tailor programmes to different customer motivations • Manage list growth, engagement, suppression and consent across markets • Own strategy, calendar, briefing and final approval for email, SMS and other owned channels • Manage campaign programming, deliverability, sender reputation, testing and platform configuration • Develop reactivation and win-back programmes, including holdouts, sunset policy and cost evaluation • Own customer feedback loops and turn support themes into briefs for site, product pages, lifecycle programme and product roadmap • Represent the voice of the customer in trading and planning conversations • Direct the CRM agency partnership, including briefs, targets, reviews, quality control, reporting and roadmap • Set offer and lifecycle promotion policy while protecting margin • Design, evaluate, launch and manage a loyalty proposition • Grow cross-sell and multi-product purchases through lifecycle merchandising • Own the post-purchase sequence from confirmation through follow-on engagement • Ensure trusted integrations among ecommerce, CRM, advertising platforms and support desk • Collaborate with the Acquisition Manager, customer support, brand, product, operations and agency partners • Report against quarterly retention, repeat revenue, gross profit, channel, reactivation, discount, cross-sell, purchase timing, list health, loyalty and customer insight metrics

🎯 Requirements

• Hands-on ownership of a CRM platform, personally building flows and segments • Experience developing a retention programme from an early stage • Comfortable with cohort and lifetime value analysis • Ability to read a repeat purchase curve, size the opportunity and argue for investment • Commercial judgement about promotions and incentive costs • Self-starter comfortable building process in a small, fast-moving team • Useful but not essential: loyalty programme experience • Useful but not essential: SMS as well as email, or offline channels such as direct mail • Useful but not essential: premium or considered purchase categories • Useful but not essential: products tied to a replacement or upgrade cycle • Useful but not essential: customer research, surveys or structured feedback programmes • Useful but not essential: CRM platform migration experience

🏖️ Benefits

• Remote-first work arrangement • Quarterly in-person meet-up • Clear route to Head of as the channel and team grow • Additional headcount planned as the channel matures