Job Description

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Your mission

As

Senior CRM & Retention Manager

, you take full strategic and operational ownership of major parts of our Customer Loyalty initiatives. Your core mission is to be the

expert driver of Customer Lifetime Value (CLV)

by rapidly scaling our subscription model and drastically reducing churn. You will execute high-impact projects, mentor a junior team member, and have a clear pathway to a Team Lead role.

What You’ll Do:

CLV & Retention Ownership:

Define and own all loyalty KPIs (Churn, Retention Rate, CLV, Subscription-Retention) and develop the high-level strategy and roadmap to hit these targets.

Subscription Scaling:

Design and execute advanced, multi-step strategies to increase subscription penetration and loyalty (e.g., sophisticated upsell logic, incentive structures, offer models).

Churn Prevention:

Be the expert on churn, developing and implementing high-impact, sophisticated measures to reduce cancellations (e.g., dynamic discount logic, complex exit flows, tailored advice).

Expert Cohort Analysis:

Master customer behaviour and segmentation, translating complex data into precise, high-leverage CRM initiatives.

Lifecycle Automation:

Expertly strategise and implement automated, trigger-based customer journeys across Email (

Klaviyo

), WhatsApp, and other channels (e.g., SMS).

Testing & Tool Stack:

Create and manage a structured A/B testing roadmap for maximum impact. Maximize the performance of our CRM and analytical tools (

Klaviyo, Bythenumbers, KLAR, Loop

).

Mentoring & Leadership:

Act as a technical mentor for a growing team and actively contribute to cross-functional clarity and prioritisation across the company.

Visibility:

Proactively engage with the C-level and management team, reporting on progress and driving solution-oriented discussions.
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Your profile

YOU BRING

3-5+ years

of expert, hands-on experience in

CRM, Retention, or E-commerce Marketing

, ideally in a high-growth

D2C Subscription

environment.

Mastery of analytical skills

in cohort analysis, segmentation, and driving core CRM KPIs (CLV, Churn Rate, CM2).

Expert-level practical experience

with a major CRM platform like

Klaviyo

(advanced automation, deep segmentation, performance analysis).

Proven expertise in building and optimising subscription models

and a strong track record of successful, high-impact

churn prevention

.

Exceptional ability to structure and prioritise

a heavy workload, managing multiple initiatives concurrently with high quality.

Entrepreneurial Ownership:

You think beyond your area, make high-stakes decisions, and drive topics with a C-level mindset.

Strong Communication:

You distil complexity, communicate clearly, and have experience presenting strategies to management. (Preferred) Extensive experience with analytical tools like

Bythenumbers, Klar, or Loop

.
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About us

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

Our customer-centric, digital-first approach seamlessly blends nature and science, creating effortless healthy habits.

From gut health to beauty, overall well-being to weight management, our carefully crafted range—including functional snacks—supports the modern woman's journey to her best self.