Senior CRM & Lifecycle Marketing Manager

Laundryheap is an award-winning, industry-leading startup transforming the laundry and dry cleaning industry. With services across 14+ global markets and expanding rapidly across Europe, Asia, and North America, we pride ourselves on delivering clean clothes within 24 hours, making us one of the fastest services in the business.The RoleYou'll lead Laundryheap's lifecycle messaging programme - owning the strategy that turns first-time customers into regulars, and regulars into subscribers.This isn't a campaign execution role. It's a leadership role with a hands-on edge, sitting at the intersection of CRM, product and data. You'll build the programme from the ground up - the strategy, the architecture, the channel mix, the testing rhythm - and you'll manage a direct report to help deliver it. You'll be accountable for repeat order rates and customer LTV across every cohort stage, and for setting the standard your team executes against.You'll directly manage a Customer Lifecycle Manager, who owns day-to-day sequence execution and optimisation across email, push, SMS and WhatsApp.What You'll OwnThe full retention loop:Post-order habit sequences (1st → 2nd → 3rd+ orders)Win-back and lapsed customer flowsSubscription upsell tracksBehavioural nudges and lifecycle triggersSuppression logic and CRM segmentation architectureChannel mix across email, push notifications, SMS and WhatsApp - knowing when to use each and how they work togetherThe metrics that matter:Repeat order rate: 1st → 2nd, 2nd → 3rd, 3rd → 4th+LTV and Time to reorder by cohortLapsed customer recovery rateUnsubscribe and spam rates (as guardrails)Who You AreMust-haves:5+ years in B2C lifecycle, retention or CRM marketing - ideally in a consumer app or marketplaceHands-on experience building automated sequences in a behavioural CRM (Customer.io, Braze, Klaviyo or similar)Proven experience running CRM experiments - A/B tests on sequences, timing, copy, and segmentation - and translating results into programme decisionsExperience running lifecycle programmes across more than one channel - email and push plus at least one of SMS or WhatsAppComfortable writing your own briefs and copyCan read cohort data in a spreadsheet or BI tool and turn it into a testing hypothesisUnderstands suppression logic, exit conditions, and sequence architecture - not just campaign sendsWhat You Won't Be DoingWaiting for a brief. This role writes themBeing handed a finished strategy - you'll shape it, pressure-test it, and own what gets builtManaging a large team - you'll have one direct report and a lean setup. The upside is full ownership, fast decisions, and a direct line to results that matterWork Schedule9-5pm, Mon-FriHybrid RoleIf you’re a lifecycle marketing leader who thrives on owning retention strategy end-to-end, building high-impact CRM programmes from scratch, and using data and experimentation to drive repeat customer behavior across multiple channels, this is your opportunity to shape and scale customer loyalty within a fast-growing, global team at Laundryheap.