Senior CRM and Lifecycle Manager

REPORTS TO: Head of Strategy
ROLE DETAILS: Full-time, remote-first opportunity
COMPENSATION: Competitive salary, benefits, and growth opportunities, commensurate with experience.
We’re looking for a Senior CRM & Lifecycle Manager to lead lifecycle strategy and hands-on delivery for Stream Commerce’s Shopify Plus clients. You will help brands turn customer data into relevant email and SMS experiences that grow repeat purchase, retention and customer lifetime value.
This role combines strategic ownership with practical execution. You will confidently lead client conversations, develop commercially focused CRM roadmaps and work directly in Klaviyo to build, optimise and quality-check campaigns, flows and segmentation.
You understand the wider ecommerce journey and how acquisition, onsite experience, subscriptions and loyalty connect to lifecycle marketing. You bring clear recommendations, strong attention to detail and the ability to manage several client accounts while maintaining high delivery standards.
WHAT YOU’LL DO
Lifecycle Strategy & Commercial Growth
• Working with the Head of Strategy to own CRM and lifecycle strategies across a portfolio of ecommerce clients, translating business goals into prioritised roadmaps.
• Map customer journeys from acquisition and first purchase through repeat purchase, loyalty, subscription retention and win-back.
• Identify opportunities to grow customer lifetime value, repeat purchase and revenue through relevant, timely communication.
• Build campaign calendars that align with product launches, promotions, seasonal moments and each brand’s customer needs.
• Balance short-term campaign performance with sustainable list health and long-term customer relationships.
Klaviyo Execution, Email & SMS
• Lead account setup, audits and migrations, including data mapping, integrations and launch readiness.
• Build and optimize core flows, including welcome, browse abandonment, cart and checkout abandonment, post-purchase, replenishment and win-back.
• Plan and execute email and SMS campaigns, partnering with design and copy contributors on messaging, creative and production.
• Develop segmentation and personalization using customer behaviour, purchase history, engagement and lifecycle stage.
• Manage flow logic, triggers, filters, exclusions, dynamic content and testing to deliver accurate customer experiences.
• Carry out thorough QA across content, links, rendering, tracking, audience selection, consent and automation logic before launch.
Deliverability, Data & Ecommerce Integrations
• Monitor deliverability and account health, proactively addressing engagement decline, bounces, spam complaints and suppression requirements.
• Oversee sending-domain authentication, list hygiene, preference management and consent setup with the appropriate technical support.
• Work with Shopify, subscription, loyalty, reviews and other ecommerce integrations to activate reliable customer data.
• Partner with development teams to troubleshoot event tracking, profile properties and integration issues.
• Apply sound consent and privacy practices across email and SMS, coordinating with clients and relevant advisers where required.
Performance, Reporting & Experimentation
• Own reporting and communicate what performance means for the client’s business, with clear recommendations and next actions.
• Track campaign and flow performance alongside retention, repeat purchase, customer lifetime value and list health.
• Understand attribution limitations and distinguish platform-attributed revenue from evidence of incremental growth.
• Build structured test plans for messaging, creative, offers, segmentation, timing and customer journeys.
• Use insights to prioritize improvements and report results against agreed client objectives.
Client Leadership & Agency Delivery
• Act as a trusted CRM specialist for clients, leading strategy discussions, performance reviews and roadmap planning.
• Translate complex platform and data topics into clear, practical recommendations.
• Manage delivery priorities, timelines and allocated hours across multiple accounts, flagging risks and dependencies early.
• Collaborate with Project Managers, Design, Paid Media and Development to connect lifecycle activity with the wider growth plan.
• Identify relevant opportunities to expand CRM support and contribute to proposals, audits and new-business discussions.
Operational Excellence & Team Development
• Improve Stream Commerce’s CRM processes, QA checklists, reporting templates and delivery standards.
• Share knowledge and mentor colleagues, helping strengthen the agency’s lifecycle capability.
• Explore practical uses of AI and automation to improve efficiency while maintaining quality, brand consistency and appropriate data handling.
• Keep up to date with Klaviyo and the Shopify ecosystem, translating useful developments into client opportunities.
WHAT WE’RE LOOKING FOR
Required Experience
• 5+ years of relevant CRM, email or lifecycle marketing experience, with deep hands-on Klaviyo expertise.
• A proven record of developing and delivering lifecycle programmes for ecommerce brands.
• Strong experience building campaigns, flows, segmentation, personalization and reporting in Klaviyo.
• Working knowledge of deliverability, consent management, customer data and ecommerce integrations.
• Confidence leading client conversations and explaining performance, priorities and recommendations.
• Ability to manage multiple accounts and deadlines with strong organization and attention to detail.
• Excellent written and verbal communication skills in English. Agency experience is strongly preferred.
Strategic & Commercial Mindset
• Ability to connect CRM activity to revenue, retention and customer lifetime value.
• Confidence turning data into clear hypotheses, prioritized actions and measurable test plans.
• Understanding of how lifecycle marketing works alongside acquisition, onsite conversion, subscriptions and loyalty.
• A practical approach to balancing commercial opportunities, customer experience and delivery capacity.
You’ll Stand Out If You Have
• Experience supporting Shopify Plus merchants and complex ecommerce accounts.
• Experience with subscription and loyalty platforms such as Recharge and Rivo.
• Experience leading Klaviyo migrations, account recoveries or deliverability improvements.
• Current Klaviyo certifications or experience within a Klaviyo partner agency.
• Confidence working with email templates, basic HTML/CSS and dynamic content.
• Experience mentoring others or improving agency processes and service offerings.
HOW YOU CONTRIBUTE TO OUR CULTURE

• Lead with ownership, accountability and respect.
• Communicate clearly and honestly with clients and colleagues.
• Bring curiosity, commercial thinking and a practical approach to solving problems.
• Share knowledge and help the people around you develop.
• Look for better ways to work and take pride in the quality of your delivery.
WHAT SUCCESS LOOKS LIKE: YOUR FIRST 90 DAYS
First 30 Days: Learn, Observe, Align
• Understand Stream Commerce’s services, client portfolio, delivery model and CRM standards.
• Review assigned Klaviyo accounts, current strategies, reporting and deliverability health.
• Build relationships with Client Success, Design, Paid Media and Development.
• Join client calls and identify initial opportunities, risks and priorities.
Outcome: You understand the accounts and ways of working, with a clear initial view of where lifecycle improvements can create value.
Days 31–60: Take Ownership, Deliver Improvements
• Take ownership of agreed client accounts and lead ongoing CRM planning and delivery.
• Present prioritized roadmaps and establish clear performance baselines and objectives.
• Deliver initial campaign or flow improvements with robust QA and reporting.
• Introduce structured testing and address priority account-health or delivery issues.
Outcome: You are independently managing assigned accounts and delivering a clear programme of improvements tied to client goals.
Day 61 - 90: Optimize, Influence and Lead
• Manage multiple client programmes with consistent communication and delivery quality.
• Review early results, share learnings and refine lifecycle priorities using evidence.
• Contribute improvements to CRM processes, templates and QA standards.
• Support colleagues and identify relevant opportunities to develop the agency’s lifecycle offering.
Outcome: You are a trusted senior CRM Manager at Stream Commerce, valued for your Klaviyo expertise, commercial judgement and ability to turn strategy into effective execution.

Work arrangement
Yes