ThriveCart - CRM Manager

Hybrid - London (3 days in office)3w ago

In Office EMEA Software Account Manager CRM Management Product Marketing Customer Onboarding Records Management Customer Success

Requirements

• Track record of building CRM strategy — not just executing email campaigns. • Strong understanding of subscription lifecycles and CRM's role in retention and churn reduction. • Experience building automated journeys, behavioral triggers, and customer segmentation. • Strong grasp of email strategy: deliverability, personalization, experimentation, and optimization. • Comfortable using customer, behavioral, and product data to inform decisions. • Experience with CRM, marketing automation, and customer engagement platforms. • Strong analytical skills, with the ability to turn performance data into actionable recommendations. • Experience collaborating across Product, Customer Success, Marketing, and Data. • Commercial mindset — understands how CRM drives retention, lifetime value, and growth. • Strong knowledge of GDPR and best practices for customer communications in the UK and Europe. • Excellent communication, project management, and stakeholder management skills. • Experience in a SaaS or technology company operating a recurring subscription model. • Experience evolving CRM strategy during a transition to or expansion of subscription-based offerings. • Experience with product-led growth, customer activation, or usage-based lifecycle marketing. • Experience designing churn-prevention and win-back strategies. • Familiarity with CRM platforms and data ecosystems that enable advanced segmentation, personalization, and automation. • Experience helping build or mature a CRM/lifecycle function as a company scales. • What Success Looks Like: • You'll turn CRM into a strategic growth and retention channel — building a clear lifecycle strategy, more sophisticated segmentation and automation, more relevant customer communications, and measurable programs that increase engagement, strengthen retention, and reduce churn. • Most importantly, you'll help define the next era of customer communication for the business: a CRM approach that is scalable, data-driven, customer-centric, and closely connected to commercial outcomes.

Responsibilities

• Own and develop the CRM and lifecycle marketing strategy, with a focus on engagement, retention, and churn reduction. • Build and optimize customer journeys across onboarding, activation, engagement, conversion, retention, renewal, and win-back. • Evolve email as a strategic communication channel, keeping messaging aligned with the business and customer lifecycle. • Create customer segments based on behavior, lifecycle stage, product usage, subscription status, and other signals. • Design automated lifecycle programs and triggered communications that drive activation, adoption, and retention. • Partner with Product, Marketing, Customer Success, and Data to deliver a cohesive customer experience. • Run a structured testing program across messaging, cadence, timing, segmentation, offers, and journeys. • Use customer and product data to identify churn signals and opportunities for targeted communication. • Define and track CRM metrics: activation, engagement, conversion, retention, churn, reactivation, and customer lifetime value. • Build reporting that connects CRM activity to measurable business outcomes. • Improve CRM processes, technology, automation, and data capabilities to support growth. • Ensure customer communications meet privacy, consent, and data protection requirements, including GDPR.