Ecommerce / Email / Marketing Manager

Ecommerce / Email Marketing / Customer Lifecycle Manager: Full-Time / hybrid (2/3 days in office)

This is a great opportunity within a direct to consumer lifestyle brand around meal prep and lifestyle.

The offering is built around convenience, but with a twist that makes the products a genuinely interesting CRM challenge: there’s no subscription model. Every order is a customer actively choosing to come back to the organisation –  online or by phone, rather than a recurring charge the client has forgotten to cancel. That means understanding, anticipating and earning repeat purchase behaviour isn’t a nice-to-have here; it’s everything!

Within this role, there is real scope to shape how you can segment, personalise and re-engage across the entire customer journey.

If you want to build lifecycle strategy for a loyal, engaged customer base, rather than fight subscription churn, this is a rare kind of CRM role.

 Role Overview:

As the Ecommerce, CRM & Customer Lifecycle Manager, you will own the strategy and performance of the customer lifecycle across the organisation, using Klaviyo, customer insight, personalisation and digital channels to acquire, convert, retain and grow customer value.

 This is a hands-on role where you will turn customer understanding into effective journeys, campaigns, and experiences across email, SMS, website, and other digital channels, with a particular focus on improving conversion, retention, order frequency, and lifetime value.

 Working closely with the Head of Technology & Digital Commerce, Marketing Data & Insights Analyst, Brand Marketing and external partners, you will use data, testing and customer insight to continually improve performance. You will own the digital customer lifecycle KPIs and be accountable for delivering the outcomes through effective strategy, execution and optimisation,

balancing short-term commercial performance with the development of long-term customer value and growth.

 Key Responsibilities:

• Own the CRM and customer lifecycle strategy from acquisition through to retention and reactivation, with a rolling plan tied to commercial goals and reduced discount reliance 

• Run Klaviyo end-to-end. Build campaigns, journeys, segmentation and personalisation directly (copy, templates, targeting, set-up), aligned with

Brand Marketing’s wider activity.

• Own the commercial performance of all digital marketing campaigns, meeting lifecycle KPIs (conversion to second-order, repeat purchase, reactivation rates, customer order frequency and LTV) and continuously improve the journey from first touch to long-term retention. 

• Drive testing & personalisation — run a structured experimentation programme, using data to sharpen segmentation and turn results into action. 

Collaborate cross-functionally — partner with Brand, Product, Data & Insights, Customer Service and Finance to align activity and prove commercial impact, while owning lifecycle outcomes outright.

Build creative campaigns including producing content, brand and copywriting for communications.

Experience & Skills Needed

Measured on

• Minimum 5 years running CRM/lifecycle marketing for a fast-paced DTC brand, with a track record of driving conversion, retention, repeat purchase and LTV while reducing discount dependency. 

• A hands-on Klaviyo expert who can build and launch campaigns, flows, segmentation and SMS personally, not via an agency or creative team (or willingness to learn Klaviyo)

• An expert in using customer data to segment, hypothesise and prioritise campaigns to maximize revenue, margin, ROI, and customer numbers.

• Experienced in strong A/B testing and experimentation with evidence of working to a fast insight → action →measurement loop. 

• Sharp and self-directed: someone who moves quickly, spots opportunities, and doesn’t wait to be briefed. 

• Organised: able to manage a live CRM calendar across BAU, testing and strategic initiatives without dropping quality. 

• Cross-functional: collaborates well with Brand, Product, and Tech while owning digital lifecycle performance outright. 

• Bonus: technical/computer science background that has moved into marketing.

• New customer to second-order conversion

• Customer retention & reactivation rates

• Customer order frequency 

• Customer lifetime value

• Email & SMS campaign order numbers and revenue v target

• Reduction in repeat order discount rates

Salary & Benefits

• To £65,000 d.o.e.

• 6% company pension contribution; you contribute 5%.

• Life insurance at 4 x salary. 

• Private Medical Insurance.

• 33 days annual leave, including public holidays, pro-rata. Annual leave increases by 1 day after 2, 4 and 6 years’ service. 

• 2 wellbeing days per year, pro-rata, to proactively support your physical and mental wellbeing. 

• Your Birthday off

• Hybrid working, with a minimum of 3 days a week from the Edinburgh Office.

• Modern workspace with onsite parking, café, free gym access, changing rooms with drying lockers, free fruit, lunches and excellent coffee.

• Employee discount scheme.

• Employee assistance helpline access for support at challenging times

FURTHER IMPORTANT INFORMATION:

Gilchrist Recruitment Partnership are a specialist recruitment agency and recruiting partner within the Marketing, Digital communications/PR, Creative & Design and Advertising industry for Scotland, both agency and client side.

When submitting your application, please outline your current salary, salary expectations and notice period. It is also essential that you are already legally permitted to work in the UK with the associated paperwork if you are not a UK citizen.

If you are not currently living in Scotland, please explain/outline your plans and timelines for relocation to Scotland. We are a Scottish based recruiter who generally do not represent “remote” opportunities – thus you will be either living in Scotland or have solid plans to relocate.

We cannot guarantee a response to each individual application, made necessary by the level of response we receive. We will contact only those candidates we wish to shortlist. Apologies in advance for any inconvenience this may cause.

We aim to be an equal opportunities employer and are committed to ensuring that no applicant receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status or race.

Unless clearly stated otherwise, the advertised position is a permanent contract.