Customer Engagement Manager
Starling Bank
CRM & Retention Lead
SURI
full-time
Posted on:
Location Type: Hybrid
Location: London • 🇬🇧 United Kingdom
Visit company websiteJob Level
Senior
About the role
- Own and scale SURI’s retention marketing strategy, driving repeat revenue via email, SMS, CRM, CRO and offline channels.
- Develop, optimize, and A/B test automated email flows (welcome series, replenishment, churn prevention, post-purchase, etc.) to maximize conversion and LTV.
- Launch high-converting email campaigns to increase customer engagement, repeat purchases, and subscription growth.
- Improve subscription retention by reducing churn, increasing upsell opportunities, and enhancing the customer experience.
- Work with our digital product team to build best in class site flows that unlock retention and repeat revenue opportunities.
- Use customer insights and data to create hyper-personalized retention strategies that improve engagement and repeat revenue.
- Segment and target customers based on behavioral data, purchase history, and engagement levels.
- Own reporting and analytics, tracking key retention KPIs and implementing data-driven improvements.
- Stay on top of industry trends and best practices in DTC retention marketing, bringing fresh ideas to the table.
Requirements
- Proven track record in DTC retention marketing, with a history of driving real, measurable repeat revenue growth at a fast-moving startup.
- Deep expertise in email marketing, lifecycle automation, and CRM—you know what makes customers come back.
- Experience managing subscriptions and consumable product retention in an eCommerce environment.
- Strong analytical mindset—you make decisions based on data, not guesses.
- Hands-on experience with email platforms and CRM tools (Klaviyo strongly preferred), as well as integration with Shopify and subscription platforms.
- Creative and strategic thinker—you can know how to create winning emails, and can think big picture about driving improvements over the long term.
- A true hustler—you thrive in a fast-paced environment, move quickly, and get things done.
- Passion for sustainability, design, and consumer products is a plus!
Benefits
- 25 days annual leave, plus bank holidays and an additional day for your birthday
- Flexible working hours
- Hybrid working - up to 2 days working from home each week
- Bupa Private Healthcare and Dental cover
- Income Protection and Life Assurance
- 1 Charity Day per year
- Central London offices- based in London Bridge; a stone’s throw from Borough Market
- 4x “Work from Anywhere” weeks, with no requirement to be in the office those weeks
- Access to our Employee Assistance Programme, which grants free therapy and coaching sessions to all staff
- Monthly social events, organised by different team members
- 5x free toothbrushes every year
- £1000 personal development budget each year, per employee
- Fantastic career opportunities; with the chance to grow as SURI does
- Ross Fridays; dreamed up by our Head of Commercial, Ross; a Ross Friday gives you the opportunity to finish at 3pm on a Friday of your choosing every month
- Fresh fruit and snack orders every week
- Cycle to Work scheme, and Electric Bike Cycle to Work scheme
- Regular product swaps with other fantastic companies
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
retention marketingemail marketinglifecycle automationCRMA/B testingdata analysiscustomer segmentationsubscription managementconversion rate optimizationcustomer experience enhancement
Soft skills
analytical mindsetcreative thinkingstrategic thinkingfast-paced adaptabilityproblem-solving
