CRM & Retention Marketing Manager
Turn Customers Into Lifelong Fans
At Craftamo, we’re on a mission to inspire creativity through premium art supplies, artist collaborations, and subscription experiences enjoyed by customers around the world.
We’re looking for a CRM & Retention Marketing Manager who will take ownership of customer lifetime value across our entire business.
Your mission is simple:
- Turn first-time buyers into repeat customers
- Turn repeat customers into loyal fans
- Turn loyal fans into long-term subscribers
You’ll be responsible for developing and executing our customer retention strategy across Email, SMS, subscriptions, loyalty initiatives, and lifecycle marketing.
This is a senior strategic role working directly alongside our CEO, Performance Marketing Manager, Product Team, and Creative Team to maximise the value of every customer we acquire.
Key Responsibilities
Customer Retention & Lifecycle Marketing- Own and optimise the entire customer journey from first purchase to repeat customer
- Design and improve automated customer journeys across Email and SMS
- Build retention campaigns that increase repeat purchases and customer lifetime value
- Develop win-back, cross-sell, upsell, loyalty, and subscription growth initiatives
- Improve customer engagement throughout the entire buying lifecycle
- Manage and optimise all email and SMS automations
- Create segmentation strategies based on customer behaviour and purchase history
- Improve deliverability, engagement rates, and list health
- Build pre-launch, launch, and post-launch customer communication strategies
- Continuously identify opportunities to increase revenue through automation
- Analyse customer behaviour using Shopify, GA4, Mailchimp/Klaviyo, and other reporting tools
- Monitor retention metrics, cohort performance, repeat purchase rates, and customer lifetime value
- Identify opportunities to improve conversion rates, average order value, and subscription performance
- Turn customer insights into actionable growth strategies
- Work closely with our Performance Marketing Manager to maximise the value of acquired customers
- Collaborate with product, creative, and leadership teams to execute successful launches
- Ensure consistent messaging and customer experience across all channels
What We’re Looking For
Essential- 3+ years experience in CRM, retention, lifecycle marketing, or email marketing
- Strong experience with Mailchimp, Klaviyo, or similar CRM platforms
- Proven track record of improving customer retention and repeat purchase rates
- Strong analytical skills with experience using Shopify and GA4
- Deep understanding of customer segmentation and lifecycle marketing
- Excellent communication and project management skills
- Ecommerce or DTC experience
- Subscription business experience
- Experience managing SMS marketing programs
- Knowledge of customer journey mapping and retention frameworks
- Experience working with creative and performance marketing teams
- Increased customer lifetime value (LTV)
- Higher repeat purchase rates
- Improved subscription retention
- Growth in email and SMS-attributed revenue
- Stronger customer engagement across all lifecycle stages
- Well-optimised customer journeys that consistently drive revenue
Application Task
To help us understand how you think, please answer the following:
A customer makes their first purchase with Craftamo for $60 and never purchases again.
What would you do over the next 90 days to increase their lifetime value?
Please explain your strategy and the specific customer journeys or campaigns you would implement.