CRM Manager

The role

Lead the CRM and lifecycle marketing strategy, with a focus on engagement, retention and churn reduction. Build customer journeys, segments and automated programs across the full customer lifecycle, and run a structured testing program.

What you will do

• Own and develop the CRM and lifecycle marketing strategy, focused on engagement, retention and churn reduction.
• Build and optimize customer journeys from onboarding through win-back.
• Evolve email as a strategic communication channel.
• Create customer segments based on behavior, lifecycle stage, product usage and subscription status.
• Design automated lifecycle programs and triggered communications.
• Partner with Product, Marketing, Customer Success and Data.
• Run a structured testing program across messaging, cadence, timing, segmentation, offers and journeys.
• Use customer and product data to identify churn signals and targeted opportunities.
• Define and track CRM metrics such as activation, retention, churn and customer lifetime value.
• Ensure customer communications meet privacy, consent and GDPR requirements.

Required qualifications

• Significant experience in CRM, lifecycle or retention marketing, ideally in a SaaS or subscription business.
• Track record of building CRM strategy, not just executing email campaigns.
• Strong understanding of subscription lifecycles and CRM's role in retention and churn reduction.
• Experience building automated journeys, behavioral triggers and customer segmentation.
• Strong grasp of email strategy: deliverability, personalization, experimentation and optimization.
• Comfortable using customer, behavioral and product data to inform decisions.
• Experience with CRM, marketing automation and customer engagement platforms.
• Strong analytical skills.
• Experience collaborating across Product, Customer Success, Marketing and Data.
• Commercial mindset.
• Strong knowledge of GDPR and customer communication best practices in the UK and Europe.
• Excellent communication, project management and stakeholder management skills.

Nice to have

• Experience in a SaaS or technology company with a recurring subscription model.
• Experience evolving CRM strategy during a transition to or expansion of subscription offerings.
• Experience with product-led growth, customer activation or usage-based lifecycle marketing.
• Experience designing churn-prevention and win-back strategies.
• Familiarity with CRM platforms and data ecosystems that enable advanced segmentation and automation.
• Experience helping build or mature a CRM or lifecycle function as a company scales.

About the company

ThriveCart is a creator commerce and community management platform for course creators, coaches, membership businesses and digital entrepreneurs. It powers more than 75,000 businesses worldwide.