Senior CRM Marketing Lead

About Snuggle Me OrganicSnuggle Me Organic is a leading company in the baby product industry, dedicated to creating modern, loved baby products. Our commitment to quality and innovation has made us a trusted brand featured in major retailers such as Target, Nordstrom, and Babylist. We take pride in our mission to provide families with products that enhance their parenting journey. Join us as we continue to expand our product line and make a positive impact on families worldwide.About the roleThis is a hands-on, commercially driven CRM role with the opportunity to take Snuggle Me’s existing CRM strategy, understand what’s working, identify where there are gaps and unlock its potential as a meaningful growth channel.CRM is up and running at Snuggle Me, but there is significant opportunity to improve its performance and increase its contribution to the business. You’ll own our US CRM strategy across email and SMS, with the opportunity to refine and shape our international approach as we continue to expand.Your immediate focus will be building a commercially ambitious CRM programme for Black Friday. Longer term, you’ll build our CRM engine around our Three Rs Framework:Revenue: Grow customer value through relevant cross sell, upsell and repeat purchase opportunities.Retention: Keep customers engaged throughout their journey with Snuggle Me and give them reasons to come back.Relationships: Build meaningful, long term relationships through communications that feel relevant, useful and genuinely valuable.But CRM at Snuggle Me isn’t just about driving the next purchase. Through Designed by You, Made by Us, you’ll help us listen to our customers, understand what matters to them and use their voices to influence our products, content, communications and future brand direction.You’ll sit at the intersection of commercial growth and customer understanding, balancing strategy with hands-on execution.What you’ll ownCRM & Commercial GrowthOwn and develop the CRM and retention strategy across email and SMSBuild the roadmap to grow CRM to 10%+ of DTC revenueDrive repeat purchase, retention, reactivation and customer lifetime valueIdentify opportunities to increase customer value as our product portfolio growsEmail, SMS & Customer JourneysOwn the CRM calendar and customer communications planBuild and optimise lifecycle journeys in Klaviyo, including welcome, post purchase, cross sell, replenishment, review and winbackDevelop relevant, timely and personalised communicationsTest messaging, creative, offers, segmentation, timing and journeys to continually improve performanceCustomer InsightLead the CRM contribution to Designed by You, Made by UsUse surveys, customer feedback, focus groups and CRM data to deepen our understanding of customersTurn customer insight into recommendations for Brand, Creative, Product and NPDHelp ensure the customer voice influences what we make and how we communicateBrand & GrowthWork closely with Brand, Creative, Ecomm, Performance and Product teamsDevelop CRM strategies for product launches and key trading momentsSupport advocacy through reviews, testimonials, customer stories and communityHelp develop our CRM approach as Snuggle Me expands internationallyData & PerformanceAnalyse customer, campaign and lifecycle performanceOwn CRM reporting and measurementTrack revenue contribution, repeat purchase, retention, LTV, engagement and reactivationDemonstrate incremental value and use insight to continually improve performanceAbout youStrong hands on experience in CRM, lifecycle or retention marketingStrong Klaviyo experience, with SMS experience a bonusCommercially minded and comfortable owning revenue targetsStrong understanding of segmentation, personalisation and automated journeysAnalytical and confident using data to make decisionsAble to balance short term revenue with long term customer valueComfortable working closely with Brand and Creative teamsInterested in customer research and turning insight into actionHighly collaborative, proactive and comfortable working independentlyExcited by the opportunity to build something from the ground upWhat success looks likeCommercial impactCRM grows towards 10%+ of DTC revenue, with clear improvements in repeat purchase, retention, LTV and reactivation.Customer engagementA more active and engaged customer database, with stronger email and SMS performance and increased advocacy.Customer journeysA strong lifecycle programme that makes the customer journey feel relevant, useful and personal.Customer insightCustomer feedback and research actively influence CRM, Brand, Creative and Product decisions.Building the functionA clear CRM strategy, roadmap and ways of working that establish CRM as a meaningful growth channel for Snuggle Me.DetailsLocation: Remote / FlexibleHours: Flexible — open to full-time and part-timeStart date: Ideally late September 2026