Senior CRM Manager
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About the Team
DTC at Nothing is where the brand meets the bottom line. We run direct commerce globally, owning the customer relationship from first click to repeat purchase. CRM has grown fast: a strong subscriber base, an engaged audience, and a channel ready for its next chapter. That chapter is commercial. Revenue, retention, and lifetime value at the centre. A lifecycle programme built from scratch. And a content strategy worthy of the brand.
What You'll D
- oSet the global CRM strategy with revenue, retention, and LTV as the headline metrics; email runs as a commercial channel firs
- tDesign the lifecycle programme end-to-end: onboarding, post-purchase, cross-sell, repeat purchase, win-back, and dormant reactivatio
- nBuild the editorial backbone: a content calendar where every send has clear commercial or relationship intent, aligned to brand and product narrativ
- eRun a structured test-and-learn programme with proper hypotheses, holdouts, and rigorous measuremen
- tBuild the reporting infrastructure from the ground up and translate results into clear next action
- sPartner with Marketing, Creative, Product, and Retail to align around customer experience and trade prioritie
- sHire, coach, and develop the CRM team as it scales through 2026 and 202
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What We're Looking F
- orFive or more years building and running CRM programmes at scale; consumer tech, DTC, or a high-growth product-led business is the sweet sp
- otComfortable in the data yourself: you build reports, interrogate numbers, and turn findings into decisio
- nsCommercial fluency: you think in revenue, AOV, repeat rate, and contribution margin; opens and clicks are diagnostics, not the scoreca
- rdPlatform-agnostic across modern ESPs, CRM tools, and ecommerce platforms; experience with Bird is a plus, not a requireme
- ntEditorial and design judgement: you know what good copy reads like, what strong design looks like, and you're hands-on in the platfo
ef
How We W
orkWe build better tech by moving fast. That speed demands direct collaboration and shared creative energy. We believe the best work happens when we're togeth
- er.Location: London (Kings Cross & Farringdon offic
- es)Working Pattern: This is a full-time, in-office role (5 days a week). We move fast, and that means being physically present. We design flexibility around personal needs, but we focus on the magic that sparks when we're all in the same ro
- om.Commute: We ask that you live within a 60-minute commute of your home office locati