This is a newly created role within a growing, values-led FMCG brand where culture, autonomy and customer empathy genuinely matter.

The business has a deeply loyal customer base and a strong subscription model, but what really sets it apart is how much it cares about the experience it creates. This role exists to protect that feeling as the business grows.

Rather than being a heavily tech-led CRM role, this is an opportunity for someone who enjoys thinking like a customer, using their judgement, and getting creative, while still knowing how to use CRM tools properly in the background.

The Role

As CRM Manager, you’ll be responsible for how customers feel as they move through the brand, from their first order, to becoming a regular, to being recognised as a loyal subscriber.

You’ll spend your time putting yourself in the customer’s shoes, using real customer language, and designing journeys that feel thoughtful, personal and human. You’ll work closely with the founders, customer service and design, operating with a high level of autonomy while also enjoying genuine partnership and collaboration.

This is a role for someone who doesn’t need to be told what to do, but values working alongside leaders who care about getting things right.

What You’ll Be Doing

• Shaping how customers experience the brand across email, loyalty, subscriptions and their online account

• Creating journeys and communications that sound like a real person, not a brand script

• Making customers feel recognised, appreciated and understood as they come back again and again

• Using CRM tools and data to support good judgement, not replace it

• Listening closely to customer feedback and reviews, and letting that language shape how the brand speaks

• Working closely with customer service to understand real customer needs and frustrations

• Spotting opportunities to improve the experience and quietly fixing things before they become problems

• Bringing creativity to how loyalty, recognition and habit are rewarded

What We’re Looking For

• Someone who genuinely enjoys thinking about customers and how things feel from their side

• A kind, thoughtful person who writes clearly and naturally

• Comfortable working autonomously and taking ownership, without needing constant direction

• Happy working in close partnership with founders and a small team

• Curious, proactive and willing to get stuck in

• Experience using CRM tools such as Klaviyo, Shopify or similar (you know how to do the job, even if you don’t lead with jargon)

• Someone who cares about culture and understands the impact they have in a small team

Why This Role Matters

This role plays a huge part in keeping the brand human as it scales. It’s about trust, autonomy and doing things properly, with customers and with each other.

If you enjoy ownership, creativity and building meaningful relationships at scale, this is a rare opportunity to do CRM in a way that actually feels good.