CRM Manager

At Rave Coffee, our mission is to make great coffee accessible to everyone. Through our online store and subscription offerings - combined with a straightforward, no-nonsense approach to coffee education - we make it easy for anyone to become a coffee whizz kid in no time. Plus, we give back with every cup through our 1% for the Planet commitment. We're now looking for a CRM Manager to take ownership of our customer lifecycle strategy as we enter the next stage of growth. You'll lead our end-to-end customer communications across email and other owned channels, driving retention, engagement and long-term customer value through compelling content. This is a commercially focused role with real impact - responsible for turning data and insight into high-performing campaigns, automations and personalised customer journeys. The right candidate will bring an entrepreneurial mindset, be comfortable getting stuck in, and think creatively about how we engage and grow our customer base.

- Own and evolve our email marketing strategy, driving lifecycle performance across acquisition, retention and subscription growth. - Help to plan and deliver the email campaign calendar in line with trading priorities, launches and key commercial moments. - Build and optimise automated email journeys to increase repeat purchase, retention and customer lifetime value. - Use data and segmentation to improve personalisation, performance and revenue contribution across email and other owned channels. - Collaborate with the wider Marketing Team to deliver commercially aligned, on-brand customer communications. - Own and evolve our email marketing strategy across acquisition, onboarding, retention and reactivation. - Develop segmentation strategies to deliver personalised, relevant communications aligned with Rave's mission to make great coffee accessible and exciting. - Support subscription growth and retention through targeted email journeys and campaign activity. - Plan and execute the email campaign calendar, aligned with trading/brand priorities, product launches and key commercial moments. - Lead the creation of high-performing, engaging email content that brings our brand voice to life. - Work closely with the e-commerce, design, and customer service teams to ensure a cohesive brand experience. - Track and report on key metrics including revenue attribution, open rate, CTR, conversion, churn and retention, using insight to inform optimisation. - Build, maintain and optimise automated email and multi-channel flows. - Continuously test subject lines, content, timing and segmentation to improve performance. - Identify and execute opportunities to increase LTV, AOV and repeat purchase rate through email and other owned channels. - Own and manage our CRM platform (Klaviyo). - Maintain strong data hygiene, segmentation structure and compliance best practice. - Explore integrations and improvements that enhance performance and insight.

- Proven experience in a hands-on CRM or Email Marketing role, ideally within a DTC ecommerce business. - Strong working knowledge of Klaviyo, including campaign builds, flow creation, segmentation and performance reporting. - A commercial mindset with a solid understanding of lifecycle marketing and retention. - The ability to create clear, engaging email content that reflects brand voice and makes complex topics simple and accessible. - Strategic thinking, hands-on execution and being collaborative in a fast-moving environment. - Experience within a subscription-based business (desirable). - Experience with SMS and/or WhatsApp marketing (desirable). - Basic design capabilities (Adobe Photoshop, InDesign or similar) (desirable). - Working knowledge of Shopify and associated apps and integrations (desirable). - Confidence making basic HTML edits within email templates (desirable).