Senior CRM and Retention Lead

We’re Craft Gin Club, the UK’s no.1 spirit subscription business. Ever since our founders pitched successfully on Dragons’ Den in 2016, we’ve been hard at work, scouring the country and the globe - to find the world's finest small-batch spirits. Every month, we send thousands of gin (and rum) lovers across the country a surprise box packed with a craft spirit, mixers, foodie treats and our club magazine, as well as attracting and engaging customers via our online shop. 

Now entering its tenth year, Craft Gin Club has an exciting opportunity for an experienced CRM and Retention lead to join our passionate and talented marketing team, to nurture and grow our membership base within the UK and beyond. You will lead the charge in developing and implementing CRM and retention strategies that engage and activate customers, and keep us top of mind. 

You will report directly to the CMO and have a small team to lead, with an opportunity to scale that team as you help the business grow.

The Role

• Develop CRM and retention strategies, across both digital and offline channels, to attract, engage and retain members - and win back those who’ve lapsed. 
• Roll your sleeves up and implement those strategies to drive key business results, from the initial onboarding process, to driving member referrals, to engaging with customers at every stage of their lifecycle.
• Craft personalised, segmented campaigns that bring CGC’s customer value proposition to life, keeping us top of mind, ensuring we’re customers’ go-to spirits retailer. 
• Keep your finger on the pulse in terms of industry trends, channel best practices and emerging technologies, to help us better reach and engage with our customers, in the most cost effective way possible. 
• Live and breathe our campaign results and behavioural data, to ensure our comms, offers and customer journeys are working as hard as possible
• Oversee key subscription metrics, including retention rates, churn rates and AOV, to ensure we’re continually driving up LTV
• Lead the charge with A/B testing programmes to make sure we’re continually learning and optimising. 
• Work closely with your marketing colleagues across both growth and creative to ensure we’re all aligned on strategic approach and campaign implementation. 
• Own and manage CGC’s loyalty scheme, ensuring it’s fully integrated into our retention strategy 
• Help us scale the business in new geographies, as we build on some exciting test results in mainland Europe.
• Coach and line-manage a CRM exec to be the best they can be, freeing up your time to do more of the thinking and less of the doing…  

Specific knowledge, qualifications, skills & experience required:

• 5+ years experience as a CRM and retention expert in the D2C eComm subscription world
• Advanced experience with Ometria or a similar marketing automation platform 
• Strong understanding of email marketing best practices, database segmentation techniques and automated workflows
• Experience driving improvements in customer lifetime value and retention
• Knowledge of key subscription metrics and strategies to optimise customer subscription journeys
• Eager and confident in translating data insights into actionable strategies.
• A strong communicator, who’s confident interacting with internal and external stakeholders at varying levels 
• Resilient and creative when things don’t go according to plan 
• Experience line-managing or coaching colleagues 
• Someone who thrives in a fast paced environment

• Central London location with hybrid working (minimum 2 days in the office a week)
• Competitive salary 
• 25 days holiday rising with length of service 
• Flexible working hours
• Career progression opportunities, with the chance to grow as we do
• Dynamic working environment 
• Regular social events 
• Generous staff discount 

At Craft Gin Club we value diversity and welcome applicants from all backgrounds. We look for team members who will positively contribute to our spirit-loving, passionate culture and believe that an inclusive and diverse work environment is one in which we all thrive.