Vivobarefoot

Customer Success Manager

• Own the execution and optimisation of lifecycle communications across CRM channels (email, SMS, in-app) and referral
• Take responsibility for improving key customer journeys through data, testing and continuous iteration
• Work cross-functionally with CX, Product, Brand, and Customer Service
• Ensure that customer insight is turned into practical improvements that drive measurable impact
• Own the build, deployment and optimisation of lifecycle CRM programmes across email, SMS and in-app channels
• Develop and maintain automated flows across key lifecycle stages (e.g. onboarding, post-purchase, re-engagement)
• Identify friction points and drop-offs using data and insight
• Implement improvements through CRM activity and coordinate with Product and CX where needed
• Design and run A/B tests across messaging, timing, channel mix and personalisation
• Track and report on lifecycle performance, linking CRM metrics to retention, engagement and lifetime value

CRM Manager