CRM Manager

Fussy

Retention Lead managing CRM and retention strategy for DTC subscription business. Collaborating with cross-functional teams to enhance customer lifecycle and retention metrics.

Posted 6/4/2026full-timeLondon • 🇬🇧 United KingdomMid-LevelSenior💰 £60,000 - £70,000 per yearWebsite

About the role

Key responsibilities & impact

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.
Lead a rigorous testing and experimentation roadmap, continuously improving performance through data-driven iteration.
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

What you’ll need

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

Benefits

Comp & perks

A chance to play a part in banishing single-use plastic from the bathroom
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

ATS Keywords

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Hard Skills & Tools

CRM strategydata-driven iterationcampaign performance improvementcohort analysiscustomer lifecycle managementretention strategychurn reductionLTV analysisrepeat rate optimization

Soft Skills

analytical skillsteam managementprioritizationcross-functional collaborationcustomer experience focus