CRM Specialist

Your Mission

The CRM Specialist role will build, run, and optimise lifecycle marketing flows and campaigns across email, SMS, WhatsApp, and direct mail to keep subscribers engaged and loyal for longer. You will work hands‑on with data to continuously improve performance, reporting to the Digital Lead within the retention operation.

What You’ll Own

• Full CRM calendar: plan and deliver weekly campaigns across email, SMS, WhatsApp, and direct mail aligned with trading and marketing goals.
• Lifecycle automation: build and continually optimise flows for abandon‑quiz, abandon‑checkout, trial onboarding, ongoing customer nurture, and cancellation.
• Subscription CRM strategy: bring fresh ideas and strategic ownership to how we communicate with subscribers.
• Email design and build: create campaigns directly in Klaviyo with hands‑on platform execution.
• Testing and experimentation: run structured A/B and hold‑out tests on subject lines, creative, messaging, offers, and send times, measuring impact on cohort retention and sharing learnings.
• Segmentation and personalisation: use data to make every communication feel timely and relevant.
• Performance reporting: track and share results on revenue, retention, engagement, and deliverability, using insights to improve continuously.
• Compliance: ensure all communications meet GDPR best practice and deliverability standards.

Requirements

Essential

• Solid hands‑on Klaviyo experience; able to build and troubleshoot flows independently.
• Experience in subscription eCommerce, ideally DTC.
• Hands‑on experience with Shopify and Recharge.
• Strong grasp of lifecycle marketing: segmentation, automation logic, and CRM’s impact on LTV.
• Comfort with performance data: open rate, CTR, CVR, revenue per recipient, churn, LTV, and cohort retention.
• Experience running campaigns across WhatsApp and email.
• Ability to write, design, and build emails that look great, read well, and convert.

Nice to have

• Basic HTML/CSS for email editing.
• Experience with SMS platforms.
• Experience running direct mail campaigns and flows.
• Knowledge of email deliverability best practices.
• Experience running structured experimentation programmes.

Benefits

• Salary of £35,000 – £40,000.
• Medicash Level 4 Cashback plan.
• Spill EAP and Mental Health Support programme.
• Annual £250.00 Learning & Development budget for courses, books or other self‑learn activities each year.
• Annual £200.00 Wellbeing budget each year.
• Up to 2 weeks working abroad per year (selected roles).
• Monthly recognition through our Yappa of The Month programme.
• 1 Volunteer day per year – dog themed or not.
• Subsidised employee groups – from five‑a‑side to padel and more.
• Bi‑annually subsidised team events (e.g., axe throwing, crazy golf, cocktail making).
• Exclusive discounts on Years treats for yourself and friends/family.
• Lunch & Learn programme covering diverse topics.
• Casual dress code.
• Birthday off or an alternative day if it falls on a non‑working day.
• Ability to sell any unused holiday back to Years at the end of the Holiday Year (maximum 1 working week).

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