Senior Lifecycle / CRM Growth Lead (Remote, UK) at Much Better Adventures, Remote in United Kingdom

Seeking a Senior Lifecycle CRM Growth Lead to drive customer retention and acquisition through repeat bookings and referrals in a remote UK role at an expanding B-corp outdoor adventure marketplace, emphasizing AI-enabled automations across digital channels.

Key Responsibilities

• Own repeat booking rates, referral rates, signup-to-first-booking conversions, and long-term LTV metrics.
• Design and implement customer journeys for signup, activation, first booking, post-trip, win-back, and referral using email, SMS, WhatsApp, and in-product experiences with behavioral triggers and segmentation.
• Manage a continuous experimentation program involving segmentation, copy, timing, incentives, and A/B/multivariate testing.
• Develop and refine the referral mechanism to achieve compounding growth.
• Establish AI-enabled automations, workflows, prompts, and operational models.
• Collaborate with product, performance marketing, content, and data teams as needed.
• Maintain the lifecycle dashboard as the primary source for key metrics using GA4 and Hex.
• Operate and evaluate the CRM stack (HubSpot) for potential migrations.

Qualifications

• Minimum 5 years in lifecycle, growth, or retention roles at consumer businesses like marketplaces, subscriptions, fintech, travel, or D2C with a focus on experimentation.
• Proven experience owning metrics such as repeat, referral, activation, retention, and LTV, with detailed examples of strategies and impacts.
• Expertise in growth loops, treating referrals and repeats as compounding mechanisms.
• AI proficiency, including daily use of LLMs for copy, segmentation, briefs, data, prototyping, and scripts; experience building automated workflows to eliminate manual tasks.
• Hands-on with lifecycle tools like HubSpot, Braze, Klaviyo, Iterable, or Customer.io, including multi-step workflows, event triggers, and segments.
• Ability to analyze results independently in GA4 or Hex, assessing funnel performance, cohort retention, campaign response, and ROI.
• Strong instinct for compelling copy and timely nudges in customer journeys.
• Excellent communication skills for presenting analyses, recommendations, and influencing cross-functional teams.
• Thrives in fast-paced, mission-driven settings with a preference for rapid iteration over prolonged polishing.

Education

Unspecified

Benefits And Growth

• Sense of purpose from supporting independent businesses, local economies, communities, and global conservation.
• 38 days annual holiday including public holidays.
• Competitive salary of £60-70k aligned with UK benchmarks and experience.
• Flexible 40-hour workweek and fully remote setup.
• Company-wide adventurous meet-ups.
• Free trip within the first year.
• £500 annual travel voucher.
• 30% employee discount plus 15% for friends and family.
• Up to 8% matched pension contribution (UK employees).
• Comprehensive AXA private healthcare (UK employees).
• Life assurance (UK employees).
• Budget for remote workspace setup and co-working access.
• Enhanced maternity/paternity pay: 16 weeks full pay for primary caregiver, 4 weeks for secondary.