Here at Piglet, we are looking for a Retention Marketing Manager to join our Ecommerce & Growth team who will lead our CRM strategy across our core markets (UK+US), and be responsible for setting the overall strategic direction, as well as execution from campaign ideation through to customer segmentation. This role will work closely with our Brand & Creative and Growth Marketing teams, as well as Piglet’s founders.

What you'll be getting up to 

• Responsible for all commercial customer communication channels, including broadcast & automation emails + SMS and house-file direct mail campaigns
• Define and drive our customer retention strategies that improve path to first purchase, Life Time Value (LTV), and reduce churn, through personalisation and relevancy.
• Diligently monitor the performance and continuously optimise existing campaigns in order to grow traffic and sales.
• Identify, create and analyse segmentation of customers using our Customer Data Platform, ensuring wider brand vision and commercial goals are intact.
• Employ segmentation and personalisation tactics, to ensure all customer communications are targeted, personalised and relevant, applying different approaches to the UK and US markets
• Lead on the ideation of new CRM campaigns, and work with our Brand team to creatively make these come to live.
• Responsible for weekly/monthly/annual/ email channel performance targets, defining KPIs, tracking progress and delivering against them.
• Devise a seasonal communications strategy to optimise key trading periods.
• You will stay on top of market trends, new technologies and strategies to advance the CRM programme.
• Lead on the CRM trade calendar, ensuring a healthy mix of brand and commercially led engagements
• Lead the Rewards Loyalty program for Piglet: Create the annual customer engagement plan and loyalty initiatives across all channels
• Work closely with the Brand team to ensure clear brand comms including in-store, digital, CRM paid and owned channels and the UK and US website.
• Set up and test end to end customer journeys across email and SMS, from onboarding to winback
• Work collaboratively with the wider team, including but not limited to, brand and Ecomm teams, as part of an integrated marketing team.

Who we're looking for 

• DTC / Shopify / Ometria / Ecommerce industry experience.
• Knowledge: Proven track record in CRM management, ideally within a premium or luxury retail environment.
• Experience in CRM campaign strategy design and execution.
• Highly commercial, with the ability to define, identify and prioritise high value initiatives.
• Expertise in CRM platforms.
• Data driven and analytical with strong quantitative skills.
• Proactive problem-solving: Demonstrated ability to proactively solve problems and drive solutions.
• Excellent communication: Clear and concise communication, adept at engaging and influencing stakeholders at all levels.
• Organised and detail oriented with the ability to adapt in a fast paced environment.
• Collaborative team player.

Hours & Location: This is a full time role, 5 days a week with 2-3 days based in our London office.