CRM and Loyalty Manager

Retention Lead / Customer Lifecycle Manager

Clitheroe (3 days/week) | Hybrid

Competitive salary + bonus + benefits

We’re partnering with WillPowders on a key hire as they continue to scale and invest in long-term customer value.

With a highly engaged and loyal customer base, the brand is now focused on building a best-in-class retention function, turning strong acquisition into sustained growth through lifecycle strategy, loyalty and repeat purchase.

The Role

• You’ll own the full customer lifecycle from post‑acquisition onwards defining how the brand drives repeat purchase, reduces churn and increases lifetime value.
• This is a strategic role, not a channel execution position.
• You’ll set the retention strategy across email, SMS, loyalty and community, working with internal teams and partners to deliver against it, while owning the commercial outcomes.

What You’ll Do

• Own the full post‑acquisition lifecycle: onboarding, repeat purchase, loyalty and win‑back
• Define and lead the retention strategy across all lifecycle channels
• Map the customer journey and identify key drop‑off points and growth opportunities
• Own retention KPIs (repeat rate, CLV, churn, purchase frequency)
• Build and manage a retention performance dashboard and reporting cadence
• Translate customer data into commercial insight and business decisions
• Set strategy and briefs for email, SMS, loyalty and community channels
• Oversee execution via internal teams and agencies
• Lead subscription and loyalty strategy, including churn prevention
• Work cross‑functionally with Ecommerce, Growth, Product and Finance

What We’re Looking For

• 5+ years in retention, CRM or lifecycle roles within a DTC or subscription brand
• Proven ownership of retention metrics (CLV, repeat purchase, churn)
• Experience setting strategy across multiple channels (email, SMS, loyalty)
• Strong commercial understanding of retention and its impact on P&L
• Data literate comfortable analysing customer behaviour and cohort performance
• Experience with tools such as Klaviyo, Recharge and LoyaltyLion
• Confident working cross‑functionally and influencing senior stakeholders
• Experience in wellness, supplements or high repeat‑purchase categories a plus

Why This Role

• Own and build a key commercial function at a pivotal stage of growth
• Direct access to senior leadership and real influence on business decisions
• Opportunity to define retention strategy across multiple new verticals
• A brand with genuine repeat purchase potential and strong foundations
• The chance to turn customer insight into meaningful commercial impact

Package

• Competitive salary + bonus
• Relocation support (if applicable)
• 25 days holiday + bank holidays
• Weekly food provided for the office

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