CRM and Retention Manager

Role Description The CRM & Retention Manager is a full-time role based in Peterborough, with flexibility for part of the work to be completed from home. This role is responsible for developing and executing CRM and retention strategies utilising Klaviyo that deepen customer relationships, drive repeat purchases, and grow lifetime value. Day-to-day tasks include planning and managing customer journeys, segmenting audiences, and optimizing email, SMS, and loyalty campaigns. The role involves analyzing customer data and campaign performance, reporting key metrics, and identifying opportunities to improve engagement and retention. The CRM & Retention Manager will collaborate closely with marketing, ecommerce, and creative teams to ensure consistent brand messaging and personalized experiences across channels. Qualifications

• Experienced with CRM platforms such as Klaviyo and customer lifecycle management, including audience segmentation and automated journey building.
• Skills in data analysis and reporting, with the ability to interpret customer metrics, retention KPIs, and campaign performance to inform strategy.
• Background in digital marketing and ecommerce, including email and SMS marketing, loyalty programs, and customer engagement tactics.
• Strong communication and collaboration skills, with the ability to work cross-functionally and present insights clearly to stakeholders.
• Proven ability to plan, prioritize, and manage multiple campaigns and projects in a fast-paced, growth-oriented environment.
• Comfort using analytics tools (e.g., Google Analytics, CRM dashboards, BI tools) to make data-driven decisions.
• Understanding of fashion retail or consumer brands is beneficial, with sensitivity to brand tone and customer experience.
• Relevant experience in CRM, retention, or lifecycle marketing; a degree in marketing, business, data analytics, or a related field is advantageous but not required.