Senior CRM Lifecycle + Journeys Manager
THE ROLE
The Senior Manager, CRM Lifecycle + Journeys owns every triggered flow in the customer journey across email, SMS, push, and in-app for UK, Germany, and France. You will build the automation engine that runs Quince's retention programme: from the welcome series a UK customer sees the day we launch, to the win-back flow that recovers a French customer six months later.
This is a builder role. You will spend most of your first six months in Iterable and the CDP. You will write the flow logic, set up the data pipes, design the experiments, and ship the AI agents that take work out of building, testing, and reporting on flows. The Director, CRM owns the retention strategy and the campaign calendar. You own the triggered flow programme that runs alongside it.
Two constraints shape this job. UK and EU privacy rules mean the US lifecycle playbook does not transfer unchanged: you will rebuild the identity-resolution layer and shift weight toward logged-in and app behaviour. Channel economics also differ across markets, with SMS in particular materially more expensive in Europe than in the US, so the sequencing of email, SMS, push, and in-app per flow per market is not the same as the US default.
You will be joining a team that values speed, candor, and rigour. This role is for you if you like building things, you can hold a roadmap in one hand and a SQL query in the other, and you have an opinion on how AI changes lifecycle work over the next 18 months.
Responsibilities
Build, launch, and own every triggered lifecycle flow for UK (July 2026), DE (October 2026), and FR (November 2026): welcome, browse abandon, cart abandon, post-purchase, low stock, back in stock, win-back, replenishment, care instructions.
Partner with MarTech to Ship AI agents and tooling that take work out of flow build, copy, segmentation, and QA. Target at least one end-to-end CRM agent in production by EoY1 and a 50% reduction in flow concept-to-deployment time within 90 days.
Partner with the Data team to run the triggered-flow testing roadmap with statistically sound design. Minimum 6 A/B tests per quarter per flow per market.
Build channel-cost decision logic across email, SMS, push, and in-app per flow per market.
Recover signal lost from fingerprinting and consent restrictions in UK/EU by pushing app and logged-in routing for non-consenting users.
Stand up and run the localisation pipeline with freelance copywriters for EN-UK, DE, and FR. Localised flow content live before each market launch.
Partner with tech team to maintain CDP quality across UK/EU: data model, integrations (Iterable, Attentive, app SDK, site events), data hygiene, latency, and identity-resolution accuracy.
Qualifications
Required:
6+ years lifecycle/CRM marketing in DTC or ecommerce, including at least 3 years owning automated/triggered flows end to end (not campaign/blast).
Hands-on with Iterable (preferred), or comparable ESP (Braze, Klaviyo, SFMC). Must have built flows in the tool, not just briefed them.
Hands-on with a CDP: Segment, mParticle, Hightouch, Census, or similar. Must understand identity resolution and data hygiene.
Has built or deployed AI agents or LLM workflows in a marketing context (copy, segmentation, flow logic, QA). If you have not shipped one yet, you can describe the one you would ship in your first 90 days here.
SQL proficient. Can self-serve in Looker, Lookr, or BigQuery without waiting for an analyst.
A/B testing rigour. Knows what statistical significance means and where it breaks in lifecycle (sample size, primary metric selection, novelty effects).
Working knowledge of UK/EU privacy law (GDPR, PECR) and consent management. Understands what changes operationally when fingerprinting is restricted.
Detail-oriented. Triggered flows live or die on edge cases (locale, currency, time zone, opt-in state, suppression rules).
Strong cross-functional operator. Will work daily with creative, brand, data science, tech, and US CRM counterparts.
Preferred:
Multi-market lifecycle experience (UK + DE or FR), fashion or home goods background, app-native lifecycle experience, fluency in DE or FR.
All posted ranges are reflective of base salary and may vary depending upon experience level and location. Bonus and equity may also be provided for eligible roles.
Pay Range
£80,000—£90,000 GBP