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CRM & Retention Manager

CRM & Retention Manager

locationLondon, UK
location Marketing & Communications

Who are we?

Our vision is to unlock the creativity of the most talented jewellery designers, making their designs available to the people. In other words, finish what Bauhaus started.

We are a VC-backed direct to consumer platform with a new model to make great design scalable and affordable. Our technology enables independent jewellery designers to access new customers and monetise their designs in ways that they couldn’t before – while making the experience of buying jewellery as joyful as the wearing of it.

Our model is underpinned by an innovative supply chain, outsourcing design but taking production inhouse. We invest in the quality of our materials and production, rejecting fast fashion, creating products that last and driving sustainable and clean practices into an industry in desperate need of it.

Our journey so far

Motley is at the most exciting phase of its journey to date. We closed a seed investment round at the end of 2019 and are at a stage of rapid growth. We’re looking for someone to be a crucial part of that early journey with us; who’s up for the rollercoaster road of the early stage start up; and who genuinely wants to be part of disrupting an industry that’s ready for a shake-up.

Your role

We’re looking for our first CRM & Retention Manager, to make every Motley customer into a super-fan and get them to come back again and again. Specifically, you will:

  • Lead our email and CRM strategies, managing email marketing calendar in partnership with our Brand team; driving revenue growth through rigorous testing, advanced customer segmentation, and continuous optimization
  • Work closely with our Growth and Brand team to deliver and implement campaigns across our paid and organic channels, to encourage our customers to come back again and again
  • Work closely with our Product, Growth & Brand team to develop and implement retention strategy across our marketing channels and website
  • Be the master of our customer data, continuously improving its quality and helping the business use it to make better decisions
  • Get under the skin of our customers, working closely with Customer service to understand key motivations for retention and churn, and leading customer insight initiatives
  • Build out a loyalty programme for our Motley super fans

About your background

We know brilliant people can come from a wide range of places – but we wouldn’t be surprised if the following described your expertise:

  • 3-5 years’ experience managing retention initiatives across channels. Experience of working for a high growth digital-first start up would be very valuable
  • Experience managing and implementing customer insight programmes
  • Excellent command of CRM tools (we currently use Klayviyo) and best practice in email
  • Highly analytical, with an attention to detail and an ability to tell stories from data

About you

  • You are obsessed with the customer and their experience; you genuinely champion customer-first behaviours
  • You are insatiably curious and have a hunger to learn
  • A proactive problem solver, you work independently to seek solutions and are comfortable operating ‘scrappily’ in a fast-paced environment
  • You’re a great communicator, both written and verbal
  • Brilliant at working collaboratively, you excel in a team environment; you’re naturally kind and thoughtful
  • A natural leader, you instinctively take initiative and are a real self-starter
  • Open minded and flexible, you’re happy to respond to changing circumstances and priorities while keeping a cool head
  • You’re happy to get stuck in and get your hands dirty
  • You have huge drive and ambition – you want to build something great

The perks

  • Unlimited annual leave
  • Equity options
  • Training & development budget
  • Niche historical chat
  • The chance to build something great with an innovative, growing brand

At Motley, we don’t just accept difference — we celebrate it, support it, and believe it’s critical to our success. We seek to recruit, develop and retain the most talented people from a diverse candidate pool.