CRM & Retention Manager
We usually respond within a month
CRM & Retention Manager
at Elizabeth Scarlett
£50-£55k
About us
Elizabeth Scarlett is a luxury fashion accessories brand inspiring a global passion for wildlife conservation. Founded by artist & wildlife-lover Elizabeth Scarlett Petrides, we’ve raised over £470,000 for wildlife charities & have our sights set on donating £2,000,000 by 2030.
Through our timeless range of beautifully embroidered pouches and essential travel treasures, we celebrate wildlife & nature, while raising funds to help restore their abundance across the planet. We allow our customers to make a bold, joyful statement with the pouch that gives back.
Responsibilities
- Grow the Lifetime Value of new and long-term customers by leading how we create long-term customer value and increase the initial 12-month retention rate. This will include, but is not limited to:
- Analysing the customer lifecycle across each phase (activation, retention, dormancy, and resurrection), and owning, project managing and deploying experiments to deliver improvements to our retention curve
- Owning our CRM, Referral, and Loyalty Programs or Features, measuring and reporting on their performance
- Understanding all retention-related metrics, while owning, reporting and improving on them
- Act as our key customer advocate internally, so we can understand our audiences better and find the best ways to deliver value to them. This includes providing insights to leadership in order to better enable new product development, so that we launch products that our customers love
- Conduct frequent surveys/interviews to better understand our customers and segments on an ongoing basis
Skills needed to do the job
Core requirements:
- 4 to 5+ years of relevant experience in a CRM/retention role
Demonstrated ability to work with a Growth mindset and collaborate with other Growth teams - A high level of self motivation with the ability to work independently across multiple workstreams. Highly organised with excellent time management skills, enabling you to work to strict deadlines whilst maintaining high standards
Analytical Skills:
- Customer Data Analysis: Adept at using customer data to identify trends and opportunities to improve retention.
- Metrics & Experimentation: Strong understanding of customer lifecycle metrics and experience in designing and analysing A/B tests to optimise the customer journey.
- Reporting & Communication: Ability to translate data insights into actionable recommendations and reports.
- Survey deployment: Experience designing, running and analysing surveys to extract customer insights
Strategic Skills:
- Retention Strategy: Experience in developing and implementing strategies to reduce churn, increase customer lifetime value, and foster long-term customer relationships.
- Loyalty Program Expertise: Understanding of loyalty programs and their role in driving customer retention and repeat purchases.
- Project Management: Proven ability to manage multiple projects simultaneously, prioritise tasks, and meet deadlines.
Communication & Interpersonal Skills:
- Collaboration: Ability to collaborate effectively with cross-functional teams to implement retention initiatives.
- Communication (Written & Verbal): Excellent written and verbal communication skills to present findings and recommendations.
Technical Skills:
- CRM Proficiency: Experience working with Customer Relationship Management (CRM) platforms to manage customer data and track interactions.
- Data Analysis Tools: Familiarity with data analysis tools to analyse customer data and measure campaign performance.
Additional Skills:
- Customer Empathy: A strong understanding of customer needs and motivations to design effective retention strategies.
- Problem-Solving: Ability to identify and troubleshoot short-term issues that contribute to customer churn.
- Creativity: A creative mindset to develop and test new ideas for improving customer engagement and retention.
What we can offer you
- A competitive salary & bonus structure, with a supportive, experienced & passionate team.
- A flexible, hybrid working model
- Opportunity to raise £1 million over 4 years to protect wildlife & keystone species
- 24 days holiday, plus bank holidays
- An extra 3% of your gross salary for learning & development
- The chance to put your mark on our brand as we build and scale from strong foundations
- £500 of Elizabeth Scarlett per year with 60% off & a Personal Code with 25% discount for family & friends
- Pregnancy loss support leave
Interested? Apply Now!
We strongly encourage people of colour, lesbian, gay, bisexual, transgender, queer and non-binary people, parents, and individuals with disabilities to apply. Elizabeth Scarlett is an equal-opportunity employer and welcomes everyone to our team. Please let us know if you need reasonable adjustments at any point in the application or interview process.
- Department
- Marketing + Creative
- Remote status
- Hybrid Remote
- Employment type
- Full-time
- Employment level
- First /Mid-Level Officials
About Elizabeth Scarlett
Elizabeth Scarlett exists to promote joyful living, while raising funds to protect our planets precious wildlife.
CRM & Retention Manager
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