CRM Lifecycle & Journeys Manager
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Calling all originals: At Levi Strauss & Co., you can be yourself — and be part of something bigger. We’re a company of people who like to forge our own path and leave the world better than we found it. Who believe that what makes us different makes us stronger. So add your voice. Make an impact. Find your fit — and your future.
About the job
Be part of the CRM transformation at Levi’s! This role sits at the intersection of lifecycle strategy, CRM technology, and execution and is accountable for scaling a connected, automated customer lifecycle across Europe.
You will translate business priorities into a clear CRM roadmap and deliver automated, always-on lifecycle programmes across channels (Email, SMS, App Push and beyond), reducing reliance on manual campaign execution.
Operating as a senior individual contributor, you will own initiatives end-to-end, from strategy and design to build, optimisation and scale, while partnering cross-functionally to unlock delivery across the organisation
Key responsibilities
- Lifecycle Strategy & Roadmap Ownership
- Own and evolve the end-to-end customer lifecycle strategy across acquisition, onboarding, engagement, retention, reactivation.
- Translate business priorities into clear, actionable CRM automation roadmap aligned with commercial and customer KPIs
- Identify and prioritise opportunities to drive incremental revenue, repeat rate and CLV
- CRM Automation & Journey Execution
- Design, build and optimise automated lifecycle journeys across key touchpoints (Email, SMS, App Push and CDP-driven channels)
- Own delivery end-to-end: brief, build, QA, launch and in-flight optimisation
- Implement trigger-based, behavioural and event-driven programmes (e.g. onboarding, post-purchase, churn prevention)
- Reduce BAU dependency through automation, standardisation and scalable frameworks
- Data, Segmentation & Decisioning
- Lead advanced segmentation and personalisation strategies leveraging first-party data and CDP capabilities
- Partner with Data, Analytics and Tech teams to define customer data models & tracking
- Support the evolution toward Next Best Action decisioning and dynamic personalisation
- Ensure lifecycle strategies are insight-led, measurable and commercially impactful
- Experimentation & Performance Optimisation
- Establish a structured test-and-learn framework to continuously improve performance
- Drive experimentation across audience, content, timing and channel mix
- Define and track key lifecycle KPIs, including conversion, repeat rate, retention and revenue per user
- Identify opportunities to improve contact strategy and marketing efficiency at scale
- CRM Platform & Technical Ownership
- Oversee CRM platforms and tooling, ensuring a scalable, connected and future-fit ecosystem
- Work hands-on within CRM tools (e.g. Braze, Salesforce, Cordial or similar) to build and optimise journeys
- Own best practices across QA, deliverability, governance and compliance (GDPR/privacy)
- Continuously enhance infrastructure and workflows to improve speed, quality and scalability
- Cross-functional Delivery & Ways of Working
- Lead cross-functional delivery across Marketing, Trade, Data, Product and Tech to unblock execution and accelerate progress
- Act as the bridge between strategy and execution, ensuring roadmap priorities are delivered at pace
- Drive improvements in governance, prioritisation and ways of working
- Support and mentor team members, fostering a collaborative and high-performing environment
- What You’ll Be Driving
- Growth of the reachable and engaged customer base
About you
- Strong experience in CRM and lifecycle marketing, with deep technical expertise in building automated programmes
- Hands-on experience working with CRM platforms and marketing automation tools (ESP/CDP)
- Proven ability to design and deliver end-to-end lifecycle programmes at scale
- Strong understanding of customer data, segmentation, personalisation and event-driven marketing
- Analytical mindset with experience in testing, optimisation and performance measurement
- Comfortable operating as a senior individual contributor, balancing strategic ownership with hands-on delivery
- Strong cross-functional collaborator, able to work across marketing, data, product and engineering teams
- Commercially driven, with a focus on revenue growth, retention and customer lifetime value
- Passion for CRM and customer experience, with a drive to build best-in-class lifecycle capabilities
This is a hybrid position based in our Central London Office. You will be expected in office 3 days per week. Note, time in office can vary depending on business needs.
The expected starting salary range for this role is £45.500 – £66.000 gross per year. The amount an employee will earn within the salary range will be based on factors such as relevant education, qualifications, performance and our needs.
Levi Strauss & Co. (LS&Co.) offers a total rewards package that includes base pay, incentive plans, an enhanced pension scheme, paid leave, health insurance, product discounts, and more designed to help you and your family stay healthy, meet your financial goals, and balance the demands of your work and personal life. Available benefits and incentive compensation vary depending upon the specifics of the role; details relating to a specific role will be made available upon request.
LS&Co. is an affirmative action and equal employment opportunity employer. We welcome and value people from diverse cultures, backgrounds, and experiences to make LS&Co. a collective success.