Job Description
Pammys has grown to more than 1.3 million customers in just a few years. Now, the focus is on turning this customer base into an even stronger engine for growth.
You will own our entire CRM and Retention Marketing function and develop it into a measurable, scalable growth channel. Your goal is clear: drive more repeat purchases, increase Customer Lifetime Value, and generate more profitable revenue from our existing customer base.
You will take full ownership of strategy, systems, campaigns, and automations, and continue to build and scale the function together with your team.
Retention & Lifecycle. You will develop the CRM strategy across the entire customer lifecycle, from the first purchase to the second and third purchase through to long-term customer retention. You will identify the biggest levers for repeat purchase rate, purchase frequency, and Customer Lifetime Value and turn them into concrete action.
Email & Automation. You will own our email communication and automated customer journeys end-to-end. Welcome flows, post-purchase journeys, cross-selling, reactivation, product launches, and other lifecycle journeys will be built, tested, and continuously optimized by you based on data.
Segmentation & Personalization. You will ensure that not every customer receives the same communication. You will develop intelligent segments based on purchasing behavior, products, activity, and customer value, making our communication more relevant and more profitable.
Testing & Performance. You will treat CRM like a performance channel. Subject lines, offers, send times, frequencies, content, and customer journeys will be systematically tested. You know the numbers behind your initiatives and can clearly quantify the incremental contribution margin generated through CRM.
Customer Insights. You will use our data to understand why customers come back, when they drop off, and which products trigger the next purchase. Together with Data, Marketing, and Product, you will translate these insights into concrete actions.
Internationalization. You will further develop our CRM playbook for new markets and ensure that automations, segments, and communication work in a locally relevant way without every country having to start from scratch.
Your mission
Newsletters: Own strategy and execution, with a campaign calendar covering launches, seasonal moments, promotions and relevant customer content.
Klaviyo: Manage campaigns, audiences, segments, templates, scheduling, quality checks and reporting — and troubleshoot directly in the platform.
Email content: Partner with Content, Design and Marketing on compelling subject lines, messaging, product presentations and calls to action.
Automated flows: Build and optimize welcome, abandoned checkout, post-purchase, cross-selling and win-back journeys, including timing, content and targeting.
Segmentation: Target customers by purchase history, product interests, engagement and value, balancing relevance, reach and sending frequency.
Testing & performance: Test subject lines, content, offers, layouts and timing. Measure conversion, revenue per recipient, repeat purchases, profitability and incremental impact.
Deliverability: Monitor deliverability, engagement, unsubscribes and list health to support sustainable channel growth.
Leadership & internationalization: Set priorities, develop your team, improve campaign processes and adapt newsletters and flows for international markets.
Your profile
Several years of CRM or email marketing experience in D2C or e-commerce , including newsletter and promotional campaign ownership.
Extensive hands-on Klaviyo experience: independently building campaigns, segments and automated flows, and analyzing results.
Proven, measurable improvements in email conversion, newsletter revenue and repeat purchase rate .
Strong commercial and editorial judgment, turning products, launches and offers into emails that convert.
Solid understanding of deliverability, list…