- Company Name
- Reformed
- Job Title
- CRM & Retention Manager
- Job Description
-
Job title: CRM & Retention Manager
Role Summary:
Lead and execute a comprehensive retention and lifecycle marketing strategy to deepen customer engagement, reduce churn, and increase lifetime value. Own end‑to‑end CRM functions, develop automated flows, and deliver high‑impact email and SMS campaigns while collaborating across growth, product, brand, creative, and operations teams.
Expactations:
- Own the full customer lifecycle from acquisition to advocacy
- Translate data insights into actionable campaigns and product enhancements
- Deliver measurable improvements in customer retention metrics and LTV
- Liaise with cross‑functional stakeholders to embed retention logic into new launches and creative testing
- Continuously optimise segmentation, attribution, and reporting frameworks
Key Responsibilities:
- Develop and implement overarching retention, churn‑reduction, and lifecycle strategies across all customer segments
- Analyse behavioral data, churn trends, and campaign performance to uncover growth opportunities
- Create and manage automated lifecycle journeys and high‑performance broadcast campaigns in the CRM platform
- Produce, schedule, and send weekly email and SMS campaigns that educate, convert, and strengthen loyalty
- Define KPIs, segmentation logic, attribution models, and churn reduction tactics; report on their impact
- Collaborate with product, brand, creative, CX, and growth teams to integrate retention insights into product launches, storytelling, and testing initiatives
- Champion a data‑driven, insight‑led approach to retention across the organization
Required Skills:
- 2+ years of experience in customer retention, lifecycle marketing, or CRM management
- Proficiency with CRM tools such as Klaviyo, Attentive, or equivalent platforms
- Proven track record building automated lifecycle flows and impactful broadcast campaigns
- Strong analytical ability, adept at interpreting data and translating it into clear actions
- Expertise in segmentation, attribution, performance reporting, and churn‑reduction tactics
- Excellent communication and cross‑team collaboration skills
- Self‑motivated, fast‑moving mindset focused on continuous improvement
Required Education & Certifications:
- Bachelor’s degree in Marketing, Business, Analytics, or a related field (preferred)
- Relevant certifications in CRM or digital marketing tools (e.g., Klaviyo Certified, Google Analytics, HubSpot, etc.) are a plus.