Teamlead CRM

Your mission

As Lead CRM & Retention, you take full strategic and operational ownership of all our Customer Loyalty initiatives. Your core mission is to drive Customer Lifetime Value (CLV) by rapidly scaling our subscription model and drastically reducing churn. You will lead and grow a small team and act as the central driver for retention across the entire business.

What You'll Do:

• CLV & Retention Ownership: Define and own all loyalty KPIs (Churn, Retention Rate, CLV, Subscription-Retention) and all actions to hit these targets.
• Subscription Scaling: Develop and test strategies to drive subscription sign-ups and increase customer commitment (e.g., upsell logic, offers, pricing).
• Churn Prevention: Lead the design and implementation of sophisticated measures to proactively reduce cancellations (e.g., exit flows, dynamic offers, personalised benefit communication).
• Cohort Analysis & Optimisation: Deep-dive into customer behaviour and segments to derive high-impact CRM measures (e.g., timing for winback, identifying churn patterns).
• Lifecycle Automation: Strategise and implement automated, trigger-based customer journeys across Email (Klaviyo), WhatsApp, and other channels (e.g., SMS).
• Testing & Tool Stack: Define the A/B testing roadmap for CRM mechanics and incentives. Operate and optimise our CRM and analytical tools (Klaviyo, Bythenumbers, KLAR, Loop).
• Team Leadership: Provide technical and mental leadership for the CRM team, guiding their development and performance.
• Cross-Functional Drive: Ensure smooth, high-impact collaboration with Performance, Content, Data, and Product teams.

Your profile

YOU BRING

• 6+ years of hands-on experience in CRM, Retention, or E-commerce Marketing, ideally in a D2C Subscription environment.
• Expert analytical skills in cohort analysis, segmentation, and managing core CRM KPIs (CLV, Churn Rate, CM2).
• Deep practical expertise with a major CRM platform like Klaviyo (automation, segmentation, performance analysis).
• Proven Know-how in subscription models and a track record of implementing effective churn prevention strategies.
• Ability to prioritise complex initiatives, drive a testing roadmap, and translate data into structured action.
• Strong ownership mindset: You are proactive, make decisions, and drive topics from concept to execution.
• Leadership potential: You act as a role model and can provide clear, solution-oriented guidance to a team.
• (Preferred) Experience with analytical tools like Bythenumbers, Klar, or Loop.

About us

HER ONE empowers women through personalized wellness solutions, nurturing health and beauty at every life stage.

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