CRM Lead

CRM Lead (Subscriptions)

£65,000 – £75,000

London Bridge (Hybrid - 3 days in office)

Our client is redefining personal care with sustainable, beautifully designed, high-performance products. Since launching their award-winning flagship in 2022, they've reached over 300,000 customers across Europe and the US - and this year they'll do £50–55m in revenue, up 60% year on year, backed by £20m of investment and profitable.

The next chapter is subscriptions. Having proven the model with a single hero product, they're now expanding the range and building recurring revenue into the core of the business. This is a rare inflection point: a brand with genuine scale and funding behind it, yet a subscription programme that's still early enough to be shaped by whoever joins. You'll own it end-to-end, with the support of a Senior CRM Executive.

What you'll do

• Own the subscription retention agenda end to end - churn reduction, subscriber LTV, and the lifecycle programme that sits around a rapidly growing subscriber base.
• Shape how a broadening product range is merchandised to existing subscribers, driving cross-sell, upgrade and reactivation.
• Build and optimise the flows underpinning the subscription journey: onboarding, pre-churn intervention, pause-and-save, win-back and post-purchase.
• Use segmentation and data to personalise across CRM, email and SMS, with clear accountability for repeat revenue.
• Line manage one senior executive, with responsibility for their development and output.
• Partner with Growth, Product and Creative to embed retention thinking into the product and range roadmap.

What we're looking for

• Proven experience owning subscription retention in a D2C or eCommerce business — you understand churn cohorts, subscriber LTV and the levers that move them.
• Hands-on expertise across CRM, email automation and lifecycle marketing (Klaviyo preferred).
• Experience with subscription platforms (Recharge / Skio / Ordergroove — client to confirm stack).
• A data-driven mindset: comfortable interrogating performance, testing, and making commercial trade-offs.
• Experience supporting new product launches from a CRM and lifecycle perspective.
• Strategic but hands-on — happy to build the roadmap and then execute it.
• Line management experience, or a clear appetite to develop a direct report.

Benefits

• 25 days annual leave + bank holidays + birthday leave.
• Private medical and dental insurance.
• Hybrid working (up to 2 days remote) & flexible hours.
• £1,000 annual personal development budget.
• Monthly social events & wellness perks, including in-office massages.
• Cycle to Work scheme & electric bike support.
• Genuine progression in a profitable, fast-growing business.