CRM & Retention Manager

Where we create: Passenger is based in the New Forest, UK. This is a hybrid role with 3 days per week at HQ (just 90 minutes from Clapham Junction if you’re in London) with flexibility to work remotely on the remaining days.

The Low down: A sought after opportunity has arisen in our legendary brand team for a CRM & Retention Manager. We’re passionate about escapism, connection and the wellbeing of ourselves and our environment. In this position you’ll play a key role in delivering this brand purpose in a direct and rewarding way, reporting directly to the Head of Brand & Marketing.

Passenger’s culture embraces diversity and celebrates good work. We’re looking for those who share our passion for protecting the planet while building something unique and authentic.

What you’ll be doing day to day:

• Lifecycle Strategy & Retention - Design and execute the retention roadmap that delights our community and increases customer lifetime value.

• Act as the lead for our ESP relationship. You will maximise the CDP’s potential and increase LTV through personalised, data-driven email sends.

• Build, test, and optimise high-performing weekly campaigns and automated flows.

• Analyse customer behaviour to identify segments, opportunities and deploy re-engagement campaigns.

• Work closely with the Brand team to ensure all touchpoints reflect our high brand standards.

• Manage our CRM platform and ensure 100% data integrity.

• Run the continuous A/B testing programme.

• Report key growth and retention metrics back to the business and use insights to inform retention tactics.

• Serve as a link between the Brand and E-com teams. You will ensure the website experience is aligned with CRM journeys, creating a seamless experience for our roamer.
  

What you will bring:

• A retention and email marketing specialist with at least 4 years professional experience managing a major CRM/ESP (Klaviyo and outdoor lifestyle retail experience a significant advantage)

• Data literate, able to read, understand and summarise complex data

• A great communicator with a positive can-do attitude in a challenging and evolving environment

• A natural problem solver, quick thinker and willing to take initiative

• A love for escapism and the outdoors

• An eye for great design, brand nuance and tone of voice
  

What we offer: We nurture and empower the whole you – mind, body, and spirit. Our rewards package is designed to fuel your passions, support your ambitions, and cultivate an environment where you can thrive. In addition to a competitive salary it includes; 

• A culture of empowerment, freedom, flexibility, and trust

• Escapism is serious business for us. We practise what we preach and connect together for monthly cabin sessions and getting outside. Our HQ is in the New Forest, 5 minutes from the sea. 

• Typical hours: 8.30am - 5pm Monday - Friday (flexible for time spent outside of these hours).

• Annual Leave: 25 days plus bank holidays + a day for your birthday

• Very generous staff discount and friends and family discount  

• Private Medical Insurance for your and your dependants 

• Enhanced pension contributions and family leave policies 

• Annual Volunteering Day to support causes that matter to you 

Equal Employment Opportunity: All qualified applicants will receive consideration for employment without discrimination on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or any other factors. Any applicant that believes they need reasonable accommodations to perform the duties of this role is invited to discuss this with us and let us know in your application.

Hearing from us: We truly appreciate everyone who takes the time to apply with us, but sadly we won’t be able to provide feedback to anyone who isn’t taken through to the interview. Sometimes it will be the right person, wrong role or time, so please sign up to hear about new  roles at https://careers.passenger-clothing.com/ and try again if you see something better suited.