CRM & Retention Lead

SURI

CRM & Retention Lead owning email, CRM, subscriptions, and repeat revenue for SURI’s award-winning oral-care products. Optimising lifecycle journeys, retention, and customer LTV.

Posted 8/7/2026full-timeLondon • 🇬🇧 United KingdomSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in DTC retention marketing, focusing on email marketing, lifecycle automation, and CRM to drive repeat revenue growth. Proficient in data-driven decision-making and optimizing customer engagement through effective messaging strategies.

Highest-signal resume keywords

DTC Retention MarketingEmail MarketingLifecycle AutomationCRM ManagementData-Driven Decision-Making

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Email Campaign DevelopmentA/B TestingSegmentation StrategyRetention StrategyAnalytics Tracking

Soft Skills

Creative ThinkingStrategic ThinkingProcess Building

Tools & Technologies

KlaviyoShopifyCRM Tools

Industry Keywords

ECommerceSubscription ManagementCustomer RetentionDTC Marketing

About the role

Key responsibilities & impact

Own email marketing for SURI, crafting messaging strategies and engaging creatives for campaigns, product launches, and other marketing moments
Work with the brand team to bring the monthly messaging calendar to life for customers and prospects
Own segmentation strategy and determine who receives what and when to maximise engagement and revenue
Develop, optimise, and A/B test automated email flows, including welcome, replenishment, churn prevention, and post-purchase flows
Own and scale SURI’s retention engine to drive repeat revenue from consumable products through email, SMS, CRM, CRO, and offline channels
Own subscription growth by reducing churn, increasing upsell opportunities, and enhancing customer experience
Work with the digital product team to build site flows that unlock retention and repeat revenue opportunities
Own reporting and analytics, track CRM and retention KPIs, and implement data-driven improvements
Monitor DTC retention marketing trends and best practices and bring fresh ideas

Requirements

What you’ll need

Proven track record in DTC retention marketing, with a history of driving measurable repeat revenue growth at a fast-moving startup
Deep expertise in email marketing, lifecycle automation, and CRM
Experience managing subscriptions and consumable product retention in an eCommerce environment
Strong analytical mindset and data-driven decision-making
Hands-on experience with email platforms and CRM tools; Klaviyo strongly preferred
Experience integrating email/CRM tools with Shopify and subscription platforms
Creative and strategic thinking, including creating effective emails and developing long-term retention improvements
Ability to build processes and structure in a fast-paced environment

Benefits

Comp & perks

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 Healthcare and Dental Packages
Income Protection and Life Assurance
1x Charity Day per year
Central London offices- based in Bank; a stone’s throw from Leadenhall 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
Summer Fridays; 2pm finish across Fridays in July and August
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