Core Purpose
Own CRM strategy and performance across a portfolio of ecommerce clients, turning email and SMS into predictable revenue and retention channels.
Key Responsibilities
- Own CRM strategy and 90-day roadmaps for assigned accounts.
- Own email + SMS revenue performance.
- Develop lifecycle architecture, segmentation, channel mix, and campaign strategy.
- Own flow strategy and continuous optimisation.
- Lead testing and translate performance data into commercial decisions.
- Act as the senior CRM expert in client relationships and QBRs.
- Present performance, recommendations, risks, and opportunities to clients.
- Identify growth opportunities including SMS, list growth, win-back, replenishment, loyalty, and lifecycle expansion.
- Work closely with Creative, Analytics, Paid, and Account Management.
- Manage CRM Executives and/or technical CRM resources as applicable.
- Maintain high standards for deliverability, QA, compliance, and account structure.
- Contribute to pitches, audits, and new-business opportunities.
- Turn successful account-level learnings into repeatable CRM frameworks.
What we're looking for:
- 4–7+ years of CRM/email/SMS/lifecycle marketing experience.
- Strong hands-on experience with Klaviyo; Attentive/Postscript experience is a plus.
- Strong ecommerce/DTC experience.
- Proven understanding of retention revenue and lifecycle marketing.
- Strong analytical and commercial thinking.
- Experience presenting strategy and performance to clients.
- Ability to own multiple accounts independently.
- Strong understanding of flows, segmentation, testing, deliverability, and CRM analytics.
- Strong leadership and mentoring capability.
- Excellent written and verbal communication.
- Someone who can think strategically but still understand the technical execution deeply.
What success looks like:
- CRM becomes a meaningful and growing revenue channel for assigned clients.
- Clients see the Senior CRM Manager as a strategic growth partner.
- Email/SMS revenue, RPR, flow performance, and list health improve consistently.
- Account opportunities are identified proactively rather than reactively.
- CRM delivery is high quality and reliable.
- Junior CRM team members become stronger under their direction.
- Successful strategies and tests are turned into repeatable Growth Shop systems.
