CRM Executive, Mous

• Hands-on Klaviyo expertise (or comparable ESP) – building flows, segments and campaigns independently
• Experience in CRM / retention / lifecycle marketing, ideally at a DTC ecommerce or consumer brand
• Confident with retention metrics – LTV, repeat purchase rate, churn, cohort analysis
• Demonstrable record of growing repeat purchase rate and CRM-driven revenue
• Commercial and analytical mindset
• Self-starter able to own a channel end-to-end in a fast-paced, lean team
• Strong copy and creative judgement; able to take ideas from concept to live test independently across email and SMS

Desirable

• We're looking for a growth marketeer who we'll back to own and grow one of the biggest growth levers at Mous: retention and CRM.
• It's a big opportunity that's currently under-exploited in our large, loyal customer base, and we're looking for someone who wants to become the retention expert in the business.
• You'll be joining an established, fast-growing DTC brand with a genuinely engaged global community and a strong creative identity
• We have a lot of customers who've bought from us once, and a real opportunity to get more of them buying again, staying loyal, and becoming higher-value over time.
• That means owning our CRM and lifecycle programme, thinking about loyalty and the full post-purchase journey, and finding the initiatives that turn a one-time buyer into a repeat customer
• You'll get real ownership fast: shaping the strategy, building the roadmap, and running the test-and-learn loop that turns your thinking into measurable commercial impact, with the autonomy and support to build a best-in-class approach from the ground up
• Own and optimise the email & SMS programme in Klaviyo – building and reporting on lifecycle flows (welcome, post-purchase, abandonment, win-back) and the weekly campaign calendar
• Develop the CRM/retention roadmap and customer segmentation across the full post-purchase journey
• Plan and run A/B tests on creative, offers, subject lines and send times, and report against retention KPIs
• Own retention reporting – repeat purchase rate, customer LTV, churn and email/SMS revenue – and surface insights to the wider Ecommerce team
• ✔️How will success be measured?
• Retention established as a fully owned function, with a clear CRM strategy, lifecycle framework, and reporting in place
• Growth in repeat purchase rate and CRM-attributed revenue against agreed targets
• Strong segmentation and testing framework driving continuous, measurable improvements in customer performance
• Reduced churn and increased reactivation of lapsed customers through effective win-back and lifecycle programmes
• Clear, consistent visibility of performance through robust retention reporting and defined success metrics