About ThriveCart:
ThriveCart is a creator commerce and community management platform designed for course creators, coaches, membership businesses, and digital entrepreneurs. The platform combines high-conversion checkout and funnel technology, subscription management, affiliate programs, and a community-first course platform with membership delivery, gamification, and lifecycle tools in one unified system. ThriveCart powers more than 75,000 businesses worldwide, has processed over $8 billion in sales across more than 70 million transactions, supports more than 13 million student enrollments, and includes an affiliate network of over 900,000 affiliates. ThriveCart’s mission is to replace fragmented creator tech stacks with a unified commerce and course platform. Visit thrivecart.com for more.
Location:
The role is hybid in London, UK - 3 days in office
Job Overview:
We're looking for an experienced, strategic CRM Manager to lead the next phase of our customer lifecycle and email marketing strategy. As CRM becomes increasingly central to how we engage, retain, and grow our customer base, you'll own the development of a sophisticated strategy that moves beyond campaign-based email to data-driven customer journeys across the full lifecycle.
You'll shape how we communicate with customers from onboarding and activation through engagement, retention, renewal, and win-back — using segmentation, automation, and experimentation to ensure the right message reaches the right customer at the right moment. Retention and churn reduction are a particular focus.
This is a chance to build and evolve a high-impact CRM function, combining strategic thinking with hands-on execution.
What You'll Do:
Own and develop the CRM and lifecycle marketing strategy, with a focus on engagement, retention, and churn reduction.
Build and optimize customer journeys across onboarding, activation, engagement, conversion, retention, renewal, and win-back.
Evolve email as a strategic communication channel, keeping messaging aligned with the business and customer lifecycle.
Create customer segments based on behavior, lifecycle stage, product usage, subscription status, and other signals.
Design automated lifecycle programs and triggered communications that drive activation, adoption, and retention.
Partner with Product, Marketing, Customer Success, and Data to deliver a cohesive customer experience.
Run a structured testing program across messaging, cadence, timing, segmentation, offers, and journeys.
Use customer and product data to identify churn signals and opportunities for targeted communication.
Define and track CRM metrics: activation, engagement, conversion, retention, churn, reactivation, and customer lifetime value.
Build reporting that connects CRM activity to measurable business outcomes.
Improve CRM processes, technology, automation, and data capabilities to support growth.
Ensure customer communications meet privacy, consent, and data protection requirements, including GDPR.
What You Bring To This Role:
Significant experience in CRM, lifecycle, or retention marketing, ideally within a SaaS or subscription business.
Track record of building CRM strategy — not just executing email campaigns.
Strong understanding of subscription lifecycles and CRM's role in retention and churn reduction.
Experience building automated journeys, behavioral triggers, and customer segmentation.
Strong grasp of email strategy: deliverability, personalization, experimentation, and optimization.
Comfortable using customer, behavioral, and product data to inform decisions.
Experience with CRM, marketing automation, and customer engagement platforms.
Strong analytical skills, with the ability to turn performance data into actionable recommendations.
Experience collaborating across Product, Customer Success, Marketing, and Data.
Commercial mindset — understands how CRM drives retention, lifetime value, and growth.
Strong knowledge of GDPR and best practices for customer…