CRM & Retention Marketing Specialist

We're building one of the UK's fastest-growing refurbished tech businesses, and we're looking for someone who can help us continually improve customer retention, conversion, and lifetime value through email and SMS marketing. This is not a basic campaign scheduling role. We're looking for someone who understands ecommerce retention properly - customer journeys, behavioural targeting, conversion optimisation, testing, automation, segmentation, and continuous improvement. If your mindset is: "The campaign has gone out, job done." this probably isn't the right fit. We want someone who constantly looks for ways to improve flows, increase performance, test ideas, and optimise results. The Role You'll take ownership of our CRM, email, and SMS lifecycle marketing activity, helping drive measurable commercial performance across campaigns and automated flows. You'll work closely with ecommerce and marketing teams to improve customer journeys, retention, repeat purchases, and overall CRM performance. Your responsibilities will include:

• Managing and improving lifecycle marketing strategy
• Planning campaigns around key sales periods and promotions
• Building and optimising automated flows
• Managing audience segmentation and behavioural targeting
• Running A/B tests and performance experiments
• Analysing campaign and flow performance
• Improving conversion, retention, and revenue metrics
• Identifying opportunities to improve customer journeys
• Supporting ongoing ecommerce growth initiatives
• Feeding back proactively on performance, insights, and next steps
  
  Klaviyo
• Shopify
• Email marketing platforms
• SMS marketing
• Customer segmentation
• Ecommerce retention
• Automated customer journeys
• Conversion optimisation
Strong Klaviyo experience is highly desirable, but not essential for the right person. What We're Looking For We're looking for someone who:
• Thinks commercially and analytically
• Understands customer journeys and conversion logic
• Enjoys testing, improving, and optimising performance
• Has strong written communication skills
• Is proactive and accountable
• Has high standards and attention to detail
• Enjoys fast-moving ecommerce environments
• Takes ownership and drives things forward without needing constant direction
Experience is valuable, but mindset matters just as much. We welcome applications from people with strong marketing interest, self-learning experience, side projects, ecommerce experience, or marketing-related education - but we're ultimately looking for people who genuinely care about performance and continuous improvement.

Success in this role means building and improving a CRM engine that delivers measurable commercial results consistently over time. You'll be expected to improve:
• Conversion rates
• Repeat purchases
• Retention
• Revenue from campaigns and flows
• Overall customer engagement
We value steady optimisation, continuous learning, and measurable progress - not occasional lucky wins. Why Join The Big Phone Store? This is not a slow corporate environment. We move quickly, encourage ideas, and give people real responsibility and ownership. You'll join a business where:
• Your work directly impacts revenue
• Your ideas are genuinely valued
• There are real opportunities for progression
• You'll work alongside ambitious and driven people
• No two days feel the same
• You'll help shape the future growth of a rapidly expanding ecommerce brand
Perks & Benefits
• Hybrid working available
• Up to 28 days paid holiday
• Birthday off after year two
• Additional annual leave rewarded for service
• Free onsite parking
• Private pension scheme
• Salary sacrifice schemes
• Staff discounts on tech
• Team socials and company days out
• Equal opportunities employer committed to diversity and inclusion
• Sustainable and recession-resistant industry
Please note: We do not work with recruitment agencies.