Overview

Director of CRM, Subscription and LoyaltyLocation:

London (Hybrid) 4 days office-based.Salary:

Up to £110,000, plus bonus and benefitsAbout the Brand

Fella and Jones are delighted to be working with a high-growth, supplement and lifestyle brand that is transforming the global wellness and beauty space. Built on innovation, science, and luxury positioning, this brand has quickly become one of the most talked-about names in the industry, with products that consistently generate international demand and a loyal following.The Role

As

Director of CRM, Subscription and Loyalty , you will have full ownership of CRM strategies and the subscription business, responsible for driving Monthly Recurring Revenue (MRR), optimising retention, and maximising customer lifetime value.This is a strategic yet executional leadership role in which subscriptions are treated as a core sales channel. You will lead CRM strategy end-to-end, spanning acquisition, engagement, retention, and win-back, whilst working closely with senior stakeholders across eCommerce, Brand, and Customer Experience. Reporting directly to the Chief Commercial Officer, this role offers the chance to make a significant impact on one of the most compelling growth journeys in wellness today.Key Responsibilities

Take full ownership of the subscription PandL, forecasting, delivering and growing MRRLead the CRM function, setting strategy across acquisition, lifecycle marketing and loyalty initiativesCollaborate with eCommerce, Brand and CX to optimise customer journeys and messaging for subscription growthLeverage data and analytics to forecast churn, improve retention and identify upsell and cross-sell opportunitiesChampion a test-and-learn culture across subscriptions, bundling, membership benefits and advocacy programmesBuild, inspire and lead a high-performing team across CRM, Retention and MembershipWhat We Are Looking For

A proven track record of scaling subscription-native consumer brands, ideally within cosmetics, supplements, food, wellness or lifestyleStrong commercial accountability, with experience of owning revenue targets and treating subscription as a growth channelDeep CRM expertise, covering lifecycle marketing, segmentation, automation and testingTechnical fluency across CRM and subscription platforms, alongside strong data literacyA customer-focused leader with experience in premium or luxury environmentsAn inspiring people manager who can foster and embed a high-performance cultureWhat’s on Offer

Hybrid London working model, with international growth exposureDirect commercial influence, with a seat at the leadership tableThe opportunity to join a high-growth, innovation-led brand with a truly global footprintAn opportunity to work in the industry’s most innovative businesses, which offer progression and scope.We would love to hear from you at Fella and Jones

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