Job Description

ABOUT DROOL

DROOL is a fast-growing e-commerce startup that's on a mission to become the world's most progressive destination for discovering and shopping unique contemporary art prints. Having grown profitably, we're now backed by a US VC that has considerable domain expertise scaling startups like Ruggable, Dr Squatch and Fabletics into e-commerce powerhouses.

ROLE SUMMARY

We're looking for a commercially-minded, technically capable Senior CRM Specialist to own the customer lifecycle across data capture, acquisition, retention, and reactivation during our peak Black Friday/holiday period. You'll use data-driven insights to deliver impactful multi-channel campaigns (email, SMS) that drive growth for our fast-scaling e-commerce brand.


If you thrive in fast-paced, high-impact environments and want to shape the customer journey end-to-end, this role is for you.

This 3-4 month fixed-term opportunity will work on a hybrid basis from our office in Shoreditch, London. For the right candidate, we are open to the opportunity of this becoming a full-time permanent role.

RESPONSIBILITIES:

New Customer Acquisition

Build strong, best-in-class campaign journeys that convert sign-ups into first-time buyers. Test messaging, offers, and creative to maximise conversion from acquisition channels. Ensure alignment with growth and paid media teams to close the loop between ads and CRM touchpoints.
Customer Retention

Develop lifecycle journeys that increase repeat purchase and strengthen customer loyalty. Leverage behavioural and transactional data to test personalisation (segmentation, product recommendations etc). Align campaigns with trading calendars, product drops, and seasonal moments. Write on-brand, engaging copy that deepens customer connection.
Lapsed Customer Reactivation

Create win-back campaigns tailored to churned or inactive segments. Test incentives, messaging, and channels to re-engage lapsed customers. Monitor reactivation performance and feed insights back into lifecycle strategy
Data Capture (Sign-up forms & quizzes)

Constantly rethink, test and optimise sign-up flows, quizzes, and other data capture tools to grow the CRM database. Implement progressive profiling to enrich customer data and enable more personalised messaging. Monitor data quality and compliance (GDPR/CCPA).
CORE RESPONSIBILITIES (across lifecycle)

Deliver multi-channel CRM campaigns (e.g. product drops, seasonal sale campaigns, new product launches etc) end-to-end, from planning and segmentation, to build and reporting. Build and optimise automated journeys using decision splits, delays, entry/exit criteria, and dynamic content. Run robust testing (e.g., A/B, hold-outs, incrementality, etc.) to improve opens, clicks, conversions, and revenue contribution. Translate campaign performance into actionable insights for cross-functional teams. Work cross-functionally to inform the testing roadmap (e.g. using paid traffic insights to inform popups or flows)

Requirements

2+ years in CRM, retention marketing, or lifecycle management, within e-commerce brands. Hands-on experience with leading CRM platforms (e.g. Klaviyo). Strong commercial acumen with a track record of driving measurable revenue. Data-driven mindset: comfortable with segmentation, reporting, and experimentation. Creative eye for compelling copy and customer-first communication. Collaborative approach, able to work closely with growth/marketing and data teams.

Benefits

Competitive salary Work from home opportunities 25 days holiday + bank holidays (pro rata to the duration of the contract) * 50-75% employee discount