CRM Retention Manager

CRM Retention Manager CRM Retention Manager – Hairburst Rewarding salary + 10% bonus + benefits Hybrid - 2 days in Manchester per week We've teamed up with the fast growing hair care brand, Hairburst, who are now in the market to secure a CRM Retention Manager to join the team. Company Overview At Hairburst, we believe in the importance of helping everybody achieve their healthiest, strongest, longest hair possible, with our specially formulated hair care vitamins and cosmetics. Each Hairburst product is uniquely formulated using safe, natural and proven ingredients for healthy hair maintenance, and benefits can be seen in as little as 90 days. We are now an established 10 year old brand selling both on our Shopify store and in 30,000 retailers globally. We are going through rapid growth and taking things to the next level on an international basis! Check out what they are doing here: https://www.hairburst.com/ Overview: Hairburst is looking for a commercially minded and retention-focused CRM Manager to take ownership of lifecycle marketing and customer engagement across multiple markets. This role sits within the wider CX & Retention function and will play a key role in shaping how Hairburst communicates with, retains and grows its customer base globally. The business is looking for someone who deeply understands customer behaviour, lifecycle strategy and retention mechanics within a DTC environment - someone who can build meaningful, personalised experiences that improve subscriber engagement, increase repeat order rate and drive long-term LTV. You’ll own the execution and optimisation of CRM activity across email, WhatsApp and SMS, while working closely with Growth, CX and local market teams to ensure customer communications feel aligned, relevant and genuinely customer-first. This role requires someone strategic enough to shape direction, but hands-on enough to still optimise flows, QA campaigns and continuously improve performance. Main Responsibilities: Build and own onboarding and lifecycle journeys that create a seamless and personalised customer experience from day one Design and optimise retention programmes focused on repeat purchase behaviour, subscriber engagement, AOV growth and long-term customer value Partner closely with the Global Head of CX & Retention to shape and execute the broader CRM and retention strategy Shift CRM focus toward long-term retention and LTV metrics rather than purely short-term trading activity Own the automation strategy across email, WhatsApp and SMS, building customer journeys that feel relevant, timely and human Develop smart segmentation and behavioural trigger strategies to create 1-to-1 experiences at scale Coordinate the CRM calendar across multiple territories, ensuring alignment across markets while allowing flexibility for local trading needs Manage CRM strategically whilst remaining hands-on enough to QA, troubleshoot and continuously optimise performance Work cross-functionally with CX, Growth and local market teams to ensure CRM is fully integrated into the wider customer experience Champion CRM internally as a strategic growth lever rather than simply a communications function Define, track and report on key retention and subscriber metrics including repeat order rate, AOV, churn, engagement and LTV Build and manage a test-and-learn framework across lifecycle communications and automation flows Translate customer and performance data into actionable insights and improvements Key Skills Strong CRM and lifecycle marketing experience within a DTC brand environment Multi-market / international CRM experience highly desirable Strong automation expertise across email, with WhatsApp and SMS experience highly valued Strong understanding of retention strategy, lifecycle management and subscriber engagement Commercially minded with a strong grasp of metrics including LTV, repeat purchase rate, AOV and churn Iterable experience highly preferred, although strong ESP experience across other platforms is also valuable Experience building segmentation, personalisation and behavioural-triggered customer journeys Comfortable balancing strategic thinking with hands-on execution Strong analytical mindset with the ability to turn insight into action Subscription experience highly desirable Experience within beauty, wellness, lifestyle or consumer brands preferred Softer skills Genuine go-getter mentality - someone who wants to build, improve and make an impact Naturally solutions-oriented and proactive Collaborative and low-ego, but confident owning your area and making decisions Strong attention to customer experience, not just campaign output Comfortable operating in a fast-paced, scaling environment Benefits Rewarding salary + 10% bonus Hybrid working, with 2 days per week in our Manchester office Company trips abroad Monthly socials Monthly staff order allowance 40% off for friends and family Fast career development An opportunity to grow with one of the most exciting brands in the UK! If this sounds like you then hit apply or email Kyle on [email protected] to find out more! At Hairburst, diversity and inclusion are at the core of our values. We encourage candidates from all backgrounds to apply and are committed to creating an inclusive workplace where everyone can thrive. Department Hairburst Locations Manchester Remote status Hybrid