CRM & Lifecycle Marketing Manager at Laundryheap, London, United Kingdom

Lead the design and execution of the customer lifecycle and retention programme, owning strategy, architecture, channel mix and testing to convert first-time buyers into repeat and subscribing customers.

Key Responsibilities

• Build and own the full retention loop including post-order habit sequences, win-back flows, subscription upsell tracks and behavioural triggers
• Define CRM segmentation, suppression logic and multi-channel orchestration across email, push, SMS and WhatsApp
• Manage a direct report responsible for day-to-day sequence execution and optimisation
• Set programme standards and drive continuous improvement through A/B testing and data analysis
• Own KPIs: repeat order rates by cohort stage, LTV, time-to-reorder, recovery rate and unsubscribe/spam metrics

Qualifications

• 5+ years of B2C lifecycle, retention or CRM marketing experience, ideally in a consumer app or marketplace
• Hands-on experience building automated sequences in behavioural CRM platforms such as Customer.io, Braze or Klaviyo
• Proven track record running lifecycle experiments and translating results into programme decisions
• Experience executing lifecycle programmes across email, push plus SMS or WhatsApp
• Ability to interpret cohort data, write briefs and own copy
• Strong understanding of suppression logic, exit conditions and sequence architecture

Education

Master’s Degree