CRM Retention Account Manager

Function: Retention Marketing | Email and SMS Campaigns & Flows | Retention Strategy
Responsibility: Drive returning customer growth through retention marketing for e-commerce clients
Reports to: Head of CRM
Location: Remote – Leeds Head Office (Welcome to visit!)
Compensation: £24,000-£35,000 + 26 Days Paid Holiday

Founded by Olly Hudson and Joe Marston in 2019, Soar With Us is one of the fastest-growing advertising agencies for e-commerce brands in the UK, with a team of 40 A-Players. In 2024, we profitably spent over £250m on Meta, Google, and TikTok ads for clients including The Essence Vault, Art of Football, Bee Inspired, and many more.

In H2 ’24, we made significant changes to our organisational structure, recruitment processes, and the retention department to unlock the next stage of growth. As a CRM Account Manager, you will play a key role in scaling our clients’ retention marketing, helping them achieve their goals while upholding our core values of:

• Extreme ownership – taking responsibility for every outcome within your control.
• Quality – how you do one thing is how you do everything.
• Profit – we think making money is great, especially for our partners.
• Personal happiness – you are here because you want to be.

• Retention Strategy: Formulate and execute email and SMS marketing strategies to drive returning customer revenue and lifetime value (LTV).
• Campaign Execution: Strategise, build, and launch campaigns and flows on Klaviyo, leveraging data to optimise performance.
• Client Management: Manage a portfolio of high-revenue e-commerce clients, communicating regularly via Slack and Google Meet.
• Data-Driven Insights: Use analytical tools like Klaviyo, Shopify reports, and Triple Whale to make data-backed decisions.
• Specialisation: Develop expertise in a core competency (e.g., deliverability or SMS marketing) to enhance the team’s competitive advantage.
• Collaboration: Work closely with the Head of CRM to align on activity and progress.
• Best Practices: Stay updated with the latest e-commerce retention strategies, creative approaches, and tools.
• Training & Mentorship: Share knowledge with the team by delivering impactful training sessions and mentoring junior team members.

6 Months:

• Proven performance, consistently driving growth in returning customer revenue for your clients.
• Delivering impactful training sessions to the CRM team.
• Bringing new ideas to the table weekly, challenging the status quo.
• Your impact is recognised by the Head of CRM, who’s overheard telling the COO, “We wouldn’t have been able to take on this calibre of client without them.”
  

12 Months:

• Impeccable track record of driving results, with transformed client brands under your management.
• Trusted to handle whale-sized clients due to your expertise.
• Played a key role in implementing new processes or technologies that improve client satisfaction, employee engagement, or agency profitability.
• Progressed to Senior CRM Account Manager.
  

24 Months:

• Made a name for yourself in the e-commerce industry.
• Introduced game-changing processes or technologies.
• Helped upskill the CRM team, making them capable of managing high-profile clients.
  

Attitude:

• Take full ownership of your successes and failures.
• Entrepreneurial mindset with the ability to see the bigger picture.
• Proactive, solution-oriented, and adaptable.
• Exceptional attention to detail and strong problem-solving skills.
• Confident in building long-term client relationships.
• Ability to self-manage and prioritise effectively in a fast-paced environment.
  

Experience & Skills:

• 2+ years of experience in CRM/email marketing for e-commerce brands at a high level.
• Previous agency experience preferred. If not, experience with a 7-8 figure e-commerce brand is required.
• Expertise with Klaviyo, Shopify, Attentive, and Triple Whale is essential.
• Strong research skills to quickly understand new client industries and markets.
  

• Incredible Client Base: Work with some of the fastest-growing and most established DTC e-commerce brands globally.
• Skill Development: Broaden your skillset with diverse projects, ongoing learning opportunities, and regular mentoring from senior management.
• Ongoing Mentorship: Get 1-on-1 coaching/mentorship with senior leadership to refine your skills in e-commerce advertising.
• Start-Up Sensibilities: Be part of a rapidly growing agency where you’ll have a direct impact on shaping how we do things.
• Flexible, Hybrid Working: Enjoy the flexibility of remote work combined with the option to collaborate in our vibrant Leeds office.
• Social Activities: Monthly socials and larger quarterly events arranged by our team’s social coordinator.