CRM & Retention Manager

At TBCo, we create easy-to-style statement pieces designed to make an impact. As a BCorp certified brand, we believe in responsible retail, high-quality natural materials, and products that empower self-expression in both outfit and home.

We’re growing quickly, and retention is a key part of our next chapter. We’re looking for a Customer Retention Manager who understands our customers deeply and knows how to turn insight into meaningful communication across the lifecycle with the goal of fostering customer loyalty, increasing CLV and driving retention across all direct to consumer touchpoints.

This is a creatively strategic but hands-on role. You’ll own our email marketing channel, shaping how we communicate with customers across email, SMS, and WhatsApp, while also owning the build and delivery of campaigns and automated journeys. You’ll combine storytelling, customer insight, and commercial thinking to drive repeat purchase and long-term loyalty.

If you are passionate about understanding customer behaviour, love to come up with unique and creative strategies to drive customer engagement and are motivated to see the data impact of your strategies brought to life, this role is for you.

What you’ll do

• Develop and implement a comprehensive CRM strategy to increase customer loyalty, retention, and lifetime value.


• Own lifecycle marketing across Email, SMS, and WhatsApp


• Manage end-to-end email marketing operations in Klaviyo, including creation, testing, scheduling, and performance tracking.


• Build and optimise customer segmentation to deliver more personalised and relevant communication across the customer lifecycle.


• Translate product launches, promotions, and brand moments into retention campaigns


• Monitor and analyse CRM and email performance, translating data into actionable insights and optimisation opportunities.


• Work closely with the content team to ensure email campaigns align with brand and content objectives and drive customer engagement


• Reporting into the Head of Growth, you will work closely with the other marketing functions such as social media and performance marketing, to ensure a cohesive and collaborative strategy to deliver the business goals
  
  
  

What we’re looking for

• Experience in CRM, lifecycle, or retention marketing within an ecommerce business


• Strong visual sensibility, with experience creating well-designed, on-brand emails that balance creativity with performance


• Commercially minded, confident using data and performance insights to inform decisions


• Deep curiosity about the customer journey, segmentation, and customer behaviour


• Strong experience with email marketing platforms (Klaviyo experience ideal)


• Experience in planning and delivering lifecycle campaigns and automated flows


• Organised, proactive, and a team player comfortable working cross-functionally with brand, merchandising, and growth teams

Success in this role looks like

• Strong lifecycle journeys that feel on-brand, relevant, and timely
  Increased repeat purchase rate and retention revenue


• Growing the CRM channels as a consistent commercial driver Creating new and unique customer engagement strategies that stand out and drive revenue and brand loyalty 

Why Join Us

At TBCo we have built a strong culture around our values, which are: We are Responsible, We are Impactful, We Grow Together, and We are Design Leaders. We are looking for someone who embraces these values and is ready to join our creative and dynamic team to drive our global growth and expansion. 

Benefits:

• 30 days annual leave per year, plus additional days for length of service


• An impact day-off to give back to the community per year


• Never work your birthday


• Generous employee discount


• Maternity and paternity benefits


• Company pension contributions


• Flexible working between 8am-6pm

Details:

• Location: Edinburgh (Hybrid 2-3 days per week in our studio)


• Hours: 37.5 hours per week 


• Salary: Negotiable depending on experience


• Closing date: Monday 2nd March 2026