CRM & Retention Exec / Manager (D2C Brand)

At Profiles Creative, we are thrilled to partner with a pioneering D2C wellness drinks brand. To support their phenomenal global growth, we are looking for a passionate, data-driven CRM & Retention Exec / Manager to join their dynamic digital team on a permanent, full-time basis. Working from a vibrant, dog-friendly head office in Notting Hill, London, this hybrid role (four days in-office, with remote Fridays) offers a unique chance to own retention strategies that turn first-time buyers into lifelong brand advocates.

Reporting directly to the Retention Lead, you will take a hands-on approach to managing, executing, and scaling customer lifecycle marketing. This is the perfect position for a creative analytical thinker who loves understanding customer behaviour and wants to make a visible impact within a fast-paced, global scale-up.

Key Responsibilities

• CRM Campaign Ownership: Manage the end-to-end execution, quality assurance, and deployment of weekly email and SMS campaigns utilizing Klaviyo.
• Lifecycle Journey Optimisation: Build, test, and refine automated lifecycle journeys, including welcome flows, post-purchase series, replenishment triggers, and win-back strategies.
• Data & Performance Reporting: Analyse key retention metrics and subscription performance, delivering actionable insights to the Retention Lead to boost lifetime value (LTV).
• Cross-Functional Collaboration: Partner with the Brand, Creative, Customer Experience, and Operations teams to ensure a cohesive, customer-first brand voice across all touchpoints.
• Subscription & Loyalty Growth: Assist in driving initiatives aimed at increasing active subscribers, improving loyalty programme engagement, and reducing churn.

Required Skills & Experience

• Klaviyo Expertise: Proven hands-on experience building, segmenting, and deploying sophisticated email marketing campaigns within Klaviyo (this is a critical requirement).
• Lifecycle Marketing & CRM: Strong foundational experience (1–3 years) in customer retention, email marketing, or lifecycle marketing within a D2C or e-commerce environment.
• Data Analysis & Reporting: Comfortable working with data and dashboards, with a demonstrated ability to analyse campaign metrics and draw clear, actionable conclusions.
• Test-and-Learn Mindset: A proactive attitude toward A/B testing creative assets, copy variations, send times, and incentives to constantly improve engagement.
• Right to Work: You must have the existing right to work in the United Kingdom, as visa sponsorship is not available for this role.

Nice-to-have

• Prior experience managing subscription models, loyalty programmes, or international markets (specifically the US).
• Working knowledge of HTML/CSS for email customisation.
• Familiarity with conversion rate optimisation (CRO) or on-site personalisation tools.