CRM & Retention Executive

Hello, we’re SURI. We're on a mission to radically transform oral care with beautiful everyday essentials designed for life. Championing high performance and future-focussed design, our award-winning sonic toothbrush transforms an uninspiring chore into an enjoyable daily ritual.

We seek to continually push the boundaries of what is possible and invite honest conversation on our collective journey.

Since launching our sonic toothbrush in 2022, we’ve delighted over 500k customers across the UK, Europe and US. In doing so, SURI has risen to become the highest-rated electric toothbrush on Trustpilot, while achieving B-Corp certification and securing listings in major US and UK retailers. As well as garnering widespread media attention, SURI has also picked up numerous prestigious industry awards including The Grocer Startup of the Year, Red Dot Design Award, and the Marie Claire Sustainability Award.

The Role

SURI is looking for a Senior CRM & Retention Executive to join our Growth team at an exciting stage of the brand's growth. We're on a mission to radically transform oral care with beautiful, high-performance, everyday essentials — and CRM sits right at the heart of how we turn one-time buyers into loyal, repeat customers across our growing range of consumable and subscription products.

You'll work closely with the CRM & Retention Lead across two connected halves of the function. On the CRM side, you'll help drive our acquisition marketing through email — planning and executing the email calendar, building standout campaigns for our biggest moments (product launches, Black Friday, gifting, and more), and continually testing and optimizing our core flows (welcome, abandoned basket, post-purchase). You'll also own how we grow and convert our on-site audience, from opt-in rates to pop-up strategy, turning more visitors into leads. On the retention side, you'll support a wide range of strategies designed to drive repeat purchase of our brush heads and toothpaste products (key LTV driving products) — spanning CRM, on-site subscription optimization work with our Product team, and offline channels like direct mail.

This is a hands-on, high-ownership role for someone who wants to build real craft in CRM and retention marketing, working across strategy, execution, and analysis — with genuine scope to shape how SURI drives repeat revenue as the brand scales.

What You'll Do

CRM & Acquisition Marketing

• Plan, build, and execute the email marketing calendar, including campaigns for major marketing moments — product launches, seasonal campaigns and other marketing moments
• Own the day-to-day performance of core lifecycle flows (welcome, abandoned basket, post-purchase, replenishment), continually testing and optimizing for conversion
• Improve creative performance across campaigns and flows, working closely with the creative team (and briefing/managing an offshore freelancer where needed) to keep quality and turnaround high
• Own opt-in rate performance and pop-up strategy, improving how we capture data and convert website visitors into leads

Retention & LTV

• Support the CRM & Retention Lead in driving repeat purchase across our consumable products (brush heads and toothpaste)
• Build and improve post-purchase and replenishment flows, identifying opportunities to upsell customers into higher-LTV products
• Work with our Product/Dev team on on-site optimizations that improve how subscription products are positioned and drive greater subscription adoption
• Support retention activity across offline channels, including direct mail.

Testing, Reporting & Operations

• Own and run the CRM & retention testing roadmap — proposing new tests, executing them, measuring results, and evolving best practice on an ongoing basis
• Own the build of campaigns and flows, working hands-on and/or briefing and managing an offshore freelancer to support delivery
• Own regular reporting across the CRM & retention function, tracking key performance metrics and surfacing insights

Requirements

• Solid experience in CRM, email marketing, or retention within a fast-moving DTC or eCommerce brand

• Strong hands-on experience with Klaviyo, comfortable building and optimizing flows, segments, and campaigns.

• A track record of running structured A/B tests and using data to drive measurable improvements in conversion and revenue

• Experience with subscription or consumable/replenishment products is a strong plus

• Strong creative instincts — you know what makes a great email or on-site experience, and can brief and review creative work to a high standard

• Comfortable managing freelance or offshore resource, with the ability to give clear direction and maintain quality

• Highly organised, numerate, and reporting-literate — able to compile and interpret performance data independently

• A proactive builder who thrives with ownership, moves quickly, and is comfortable in a fast-paced, sometimes ambiguous environment

Benefits

• 25 days annual leave, plus bank holidays and an additional day for your birthday

• Flexible working hours

• Hybrid working - up to 2 days working from home each week

• Bupa Healthcare and Dental Packages

• Income Protection and Life Assurance

• 1x Charity Day per year

• Central London offices- based in Bank; a stone’s throw from Leadenhall Market

• 4x “Work from Anywhere” weeks, with no requirement to be in the office those weeks

• Access to our Employee Assistance Programme, which grants free therapy and coaching sessions to all staff

• Monthly social events, organised by different team members

• 5x free toothbrushes every year

• £1000 personal development budget each year, per employee

• Fantastic career opportunities; with the chance to grow as SURI does

• Summer Fridays; 2pm finish across Fridays in July and August

• Fresh fruit and snack orders every week

• Cycle to Work scheme, and Electric Bike Cycle to Work scheme

• Regular product swaps with other fantastic companies

At SURI, we value diversity and welcome applicants from all backgrounds. We look for team members who will positively contribute to our dynamic, passionate culture and believe that an inclusive and diverse work environment is one in which we all thrive.

Please let us know if you require any reasonable adjustments to be made for the recruitment process.