CRM & Lifecycle Growth Manager (Klaviyo/Sendgrid)

BLANC is a premium eco garment-care and dry-cleaning brand with five locations across London, catering to private clients, leading fashion houses, hotels, and private members' clubs. We are building a comprehensive retention and lifecycle marketing function from the ground up and seek a dedicated professional to manage this area end to end. This role extends beyond basic newsletter distribution, focusing on transforming underutilized customer engagement processes into a strategic, data-driven lifecycle marketing operation that drives meaningful revenue growth and enhances customer loyalty.

Key Responsibilities
- Conduct a thorough audit of existing email and SMS marketing flows managed via SendGrid and Twilio, assessing which campaigns are active, effective, or should be discontinued.
- Lead the migration of marketing and lifecycle communications to Klaviyo, working closely with developers to ensure seamless technical integration.
- Design and implement reactivation campaigns targeting lapsed customers segmented by 30, 60, 90, and 180 days. These campaigns should deliver genuine value without relying on discount codes, maintaining alignment with our premium brand positioning.
- Develop a segmentation strategy based on actual order data, including service type, location, order frequency, B2C versus B2B customers, and distinguishing high-value from one-time purchasers.
- Identify and improve dormant transactional touchpoints that affect customer trust, such as failed delivery notifications, cancellations, and booking confirmations.
- Replace manual, one-off email blasts with automated, segmented flows to increase efficiency and customer relevance.
- Provide monthly reporting on key performance indicators including reactivation revenue, repeat purchase rate, average order value, churn by cohort, and revenue attributed to email and SMS campaigns, moving beyond basic metrics like opens and impressions.

Required Qualifications
- Proven experience managing CRM, lifecycle, or retention marketing for direct-to-consumer (DTC), e-commerce, or subscription-based businesses.
- Hands-on expertise with Klaviyo or comparable platforms such as Braze, Iterable, or Omnisend; experience limited to SendGrid or Twilio alone is insufficient.
- Ability to effectively brief and collaborate with developers on event tracking and API integrations; coding skills are not required but a clear understanding of technical requirements is essential.
- Strong copywriting instincts or the ability to guide writers in producing content that aligns with a strict luxury brand voice.
- Proficiency in working with spreadsheets and data exports to create and analyze customer segments.
- Excellent written English communication skills.

Preferred Qualifications and Benefits
- Experience in luxury retail, hospitality, or premium subscription businesses is advantageous.
- Prior experience managing migrations between email or CRM platforms is a plus.
- This role offers full ownership of a newly established function with direct access to the executive team.
- Competitive monthly salary range of PKR 130,000 to 200,000, commensurate with experience.
- Work schedule from 12 PM to 9 PM PST.
- Additional benefits include medical coverage, dinner provisions, and a provident fund.

Applicants are invited to submit a CV along with a brief description of a lifecycle or retention campaign they have managed. This description should outline what was built and the measurable impact it had on revenue or retention. Applications without a concrete example will not be considered. This is an in-person position with a monthly pay range of Rs100,000 to Rs130,000.