Retention Manager, CRM & Lifecycle
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Job Description
Retention Manager building CRM, lifecycle and loyalty programmes for Arc, a maker of precision-engineered aluminium and titanium device cases. Driving repeat revenue, customer value and owned-channel growth.
Responsibilities:
- Develop the retention plan, sequencing and business case for what gets built first
- Own end-to-end lifecycle flow architecture, including welcome, browse and basket recovery, post-purchase, fitting and care, upgrade, replenishment and back-in-stock flows
- Own the campaign calendar and map it to the trading year and product launches
- Develop behavioural and value-based customer segmentation
- Identify high-value customers and tailor programmes to different customer motivations
- Manage list growth, engagement, suppression and consent across markets
- Own strategy, calendar, briefing and final approval for email, SMS and other owned channels
- Manage campaign programming, deliverability, sender reputation, testing and platform configuration
- Develop reactivation and win-back programmes, including holdouts, sunset policy and cost evaluation
- Own customer feedback loops and turn support themes into briefs for site, product pages, lifecycle programme and product roadmap
- Represent the voice of the customer in trading and planning conversations
- Direct the CRM agency partnership, including briefs, targets, reviews, quality control, reporting and roadmap
- Set offer and lifecycle promotion policy while protecting margin
- Design, evaluate, launch and manage a loyalty proposition
- Grow cross-sell and multi-product purchases through lifecycle merchandising
- Own the post-purchase sequence from confirmation through follow-on engagement
- Ensure trusted integrations among ecommerce, CRM, advertising platforms and support desk
- Collaborate with the Acquisition Manager, customer support, brand, product, operations and agency partners
- Report against quarterly retention, repeat revenue, gross profit, channel, reactivation, discount, cross-sell, purchase timing, list health, loyalty and customer insight metrics
Requirements:
- Hands-on ownership of a CRM platform, personally building flows and segments
- Experience developing a retention programme from an early stage
- Comfortable with cohort and lifetime value analysis
- Ability to read a repeat purchase curve, size the opportunity and argue for investment
- Commercial judgement about promotions and incentive costs
- Self-starter comfortable building process in a small, fast-moving team
- Useful but not essential: loyalty programme experience
- Useful but not essential: SMS as well as email, or offline channels such as direct mail
- Useful but not essential: premium or considered purchase categories
- Useful but not essential: products tied to a replacement or upgrade cycle
- Useful but not essential: customer research, surveys or structured feedback programmes
- Useful but not essential: CRM platform migration experience
Benefits:
- Remote-first work arrangement
- Quarterly in-person meet-up
- Clear route to Head of as the channel and team grow
- Additional headcount planned as the channel matures
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