Senior CRM Retention Executive (9 Month Fixed Term Contract)

Job Introduction

Senior CRM Retention Executive (9 Month Fixed Term Contract)

Location: Remote UK

Hours: Full-time (37.5 hours per week)

Salary: £35,000 - £45,000

Contract: Initial 9 Month Fixed Term Contract

The Global Retention team is going through a period of exciting transformation as we significantly upgrade our CRM tech stack over the next 12 months. Working within the Global Retention team, this role will use data, behavioural insight, competitor research and experimentation to improve the customer experience and maximise the commercial value provided by CRM. 

Key Responsibilities: 

• Support the Retention Marketing Manager with the execution of the global CRM campaigns strategy and the migration of our email marketing campaigns to an external provider.

• Proactively identify opportunities to improve our email templates and copy.

• Drive AB testing and experimentation, partnering with analytics to assess impact on CLTV, churn, and conversion 

• Align with local CRM teams to ensure global strategies are insight-informed and localised effectively 

• Collaborate with product, commercial, and local marketing to ensure CRM campaigns drive business growth 

• Coach and support regional CRM execution teams in delivering high-performing local variants of global strategies 

Skills & Experience: 

• 3+ years in CRM, retention, or lifecycle marketing; ideally in a B2C, SaaS, or subscription model.

• Strategic thinker with proven track record of improving customer lifetime value and retention through targeted CRM activity 

• Hands-on experience in automation, customer journeys, and campaign optimisation

• Strong knowledge of CRM and marketing automation platforms (e.g.Braze, Iterable) 

• Data fluent: comfortable analysing lifecycle stages, behavioural segments, and commercial performance 

• Confident presenting insights and influencing cross-functional stakeholders across regions. 

• Familiar with global CRM challenges, including localisation, international data governance, and tooling needs 

• Google Analytics and Tableau experience; competency in SQL would be beneficial but not required

Attributes: 

• Customer-obsessed and commercially focused. 

• Data storyteller who can drive global CRM evolution. 

• Comfortable operating across ambiguity, complexity, and multi-market priorities.

• Proactive, collaborative, and always looking for ways to optimise and scale. 

Benefits:

In return for everything you can bring, we can offer you an exciting role in a fast-growing and dynamic business, with plenty of career opportunities.

Here’s a couple of the things that make Twinkl a great place to be:

• A friendly, welcoming and supportive culture. We believe work should be fun and always put people before the process

• Diversity, inclusion and belonging - our Employee Network Program includes working groups for LGBTQ+, People of Colour, Disabilities (visible and invisible), Women in Tech and Working Parents.

• From day 1 - Westfield Health, 33 annual leave days per year (pro-rata) inclusive bank holidays, a "Me" day each year, a charity day each year and Twinkl subscriptions.

• Quarterly company awards programme

• Seasonal events

• Referral scheme

• Company sick pay after 3 months of service 

• After probation - cycle-to-work scheme

• Long-term service reward - Life insurance, enhanced pension contribution, enhanced maternity pay, enhanced adoption pay and enhanced paternity pay, long service award, long service annual leave