Senior CRM Manager
LondonOn-siteFull-time
AI Summary
Senior CRM Manager responsible for designing and executing Nothing's global CRM strategy, focusing on revenue, retention, and LTV across lifecycle programs from onboarding to reactivation, with a strong emphasis on data-driven decision making.
About this role
About Nothing
Nothing exists to make tech feel exciting again.
We’re building a different kind of technology company, one that puts design, emotion, and human creativity at the heart of everything we do. From the way our products look and feel to how we communicate and show up in culture, we believe technology should make you feel something.
Founded in London in 2020, we’ve grown from idea to global challenger in just a few years. Backed by GV (Google Ventures), EQT Ventures, and C Ventures, and investors like Tony Fadell (iPod), Casey Neistat, and Kevin Lin (Twitch), we’re now sold in 40+ markets with millions of users worldwide.
About the Team
DTC at Nothing is where the brand meets the bottom line. We run direct commerce globally, owning the customer relationship from first click to repeat purchase. CRM has grown fast: a strong subscriber base, an engaged audience, and a channel ready for its next chapter. That chapter is commercial. Revenue, retention, and lifetime value at the centre. A lifecycle programme built from scratch. And a content strategy worthy of the brand.
What You'll Do
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Set the global CRM strategy with revenue, retention, and LTV as the headline metrics; email runs as a commercial channel first
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Design the lifecycle programme end-to-end: onboarding, post-purchase, cross-sell, repeat purchase, win-back, and dormant reactivation
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Build the editorial backbone: a content calendar where every send has clear commercial or relationship intent, aligned to brand and product narrative
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Run a structured test-and-learn programme with proper hypotheses, holdouts, and rigorous measurement
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Build the reporting infrastructure from the ground up and translate results into clear next actions
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Partner with Marketing, Creative, Product, and Retail to align around customer experience and trade priorities
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Hire, coach, and develop the CRM team as it scales through 2026 and 2027
What We're Looking For
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Five or more years building and running CRM programmes at scale; consumer tech, DTC, or a high-growth product-led business is the sweet spot
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Comfortable in the data yourself: you build reports, interrogate numbers, and turn findings into decisions
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Commercial fluency: you think in revenue, AOV, repeat rate, and contribution margin; opens and clicks are diagnostics, not the scorecard
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Platform-agnostic across modern ESPs, CRM tools, and ecommerce platforms; experience with Bird is a plus, not a requirement
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Editorial and design judgement: you know what good copy reads like, what strong design looks like, and you're hands-on in the platform
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You've worked somewhere the playbook didn't exist yet and you built it; you make decisions with incomplete information and bring structure where there isn't any
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A bias for shipping: you'd rather get something live and iterate than wait for a perfect brief
How We Work
We build better tech by moving fast. That speed demands direct collaboration and shared creative energy and we believe the best work happens when we're together.
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Location: London (Kings Cross & Farringdon offices)
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Working Pattern: This is a full-time, in-office role (5 days a week). We move fast, and that means being physically present. We design flexibility around personal needs, but we focus on the magic that sparks when we're all in the same room.
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Commute: We ask that you live within a 60-minute commute of your home office location.
Skills
A/b TestingBird (preferred)Campaign OrchestrationCRM StrategyCRM ToolingCustomer SegmentationData InterpretationECommerce PlatformsEditorial And CopywritingEmail MarketingESP ExperienceLifecycle MarketingMarketing AutomationReporting And Analytics
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