CRM Manager | Scaling Food Delivery Business | London

Client:

Harmonic is thrilled to be working exclusively with one of the UK's most exciting emerging F&B brands, already establishing themselves as the leading brand in their category, having sold millions of their products already. The brand has captured the nation's attention through its fun and exciting products and also an extremely compelling back story of how the company started out and has since become one of the fastest growing businesses in 2024.

You may have seen this brand on LinkedIn, Tik Tok and Instagram due to their strong online presence. The company has worked with famous footballers and celebrities such as Chunkz and Molly Mae. The company have also won multiple awards recently acknowledging both the products and the founder's entrepreneurship. The company is growing rapidly and has an increased customer base which is why they are looking for a motivated CRM & Retention Manager.

Role:

Our client is looking for an incredibly motivated and energetic CRM & Retention Manager who will help elevate customer experience. This role is good for someone who is data-led, structured and has a passion for analysis and problem solving. This role is great for those looking for exposure working with a founder who has grown a business rapidly.

Key Responsibilities:

• Develop and implement customer retention strategies to maximize customer retention lifetime value, reduce churn, and increase repeat purchases.
• Manage and optimize the CRM platform to segment audiences, automate campaigns, and track key metrics.
• Design and execute personalized multi-channel campaigns (email, SMS, push notifications, in-app messages, etc.) to engage customers at every stage of their journey.
• Analyse customer behaviour and data to inform strategies for segmentation, targeting, and campaign personalization.
• Create and manage loyalty programs to reward and incentivize repeat purchases and customer loyalty.
• Monitor and report on KPIs such as churn rate, retention rate, customer lifetime value, and campaign performance, providing actionable insights and recommendations.
• A/B testing and optimization: Regularly test campaigns, messages, and offers to optimize performance and improve customer engagement.
• Stay up to date with industry trends and CRM best practices to continually improve and innovate the retention strategy.

What our client would like to see (essential):

• At least 2+ years of experience with CRM from an analyst/data perspective.
• An excellent understanding of retention metrics and how to engage customers through CRM.
• A passion for analytics, testing and optimisation.
• Experience with referral and a deep understanding of the importance of this channel.
• Excellent analytical and problem-solving abilities.

What we would like to see (non-essential):

• Past experience using Klaviyo
• Specific Food Delivery/D2C/Ecommerce/Grocery retail industry experience.

Salary: £50,000 - £60,000

Location: London

Please contact Lidia for more details on

At Harmonic, we are dedicated to fostering an inclusive and equitable workplace. We actively welcome applications from individuals of all backgrounds and assure you that every candidate will be thoughtfully considered for the roles we represent, without regard to race, religion, gender expression, disability, or sexual orientation.

At Harmonic, we are dedicated to fostering an inclusive and equitable workplace. We actively welcome applications from individuals of all backgrounds and assure you that every candidate will be thoughtfully considered for the roles we represent, without regard to race, religion, gender expression, disability, or sexual orientation.