CRM & Loyalty Manager, London

LOCATION: London, United Kingdom

SALARY: £30,000 - £40,000

 
ABOUT TALA 
Tala is a young British lighting brand with a mission to create exquisite products that have a positive impact. Guided by our ethos of “Conservation Through Beauty,” Tala’s aim is to contribute to the low carbon economy through thoughtful product design and transparent practices. Tala is more than a lighting company; it is a community of like-minded individuals grounded in a culture of sustainability through design excellence. 
 

THE ROLE 

We’re looking for an Email & Loyalty specialist to own and grow our customer retention strategy. This role is responsible for planning, building, and optimising email marketing and loyalty programmes that drive engagement, repeat purchase, and long-term customer value. 

You’ll work closely with e-commerce, brand, and creative teams to ensure all communications are on-brand, data-led, and commercially effective. 

 

Key Responsibilities 

Email Marketing 

  • Own the end-to-end email marketing calendar, including campaigns, automations, and transactional flows
  • Build, manage, and optimise automated journeys (welcome, abandoned browse/cart, post-purchase, win-back, replenishment, etc.)
  • Segment audiences to deliver personalised, relevant messaging
  • Brief, build, and QA emails to ensure best-in-class execution
  • Continuously test subject lines, content, timing, and formats to improve performance
  • Monitor deliverability, list health, and compliance with GDPR and best practices 

 

Loyalty & Retention 

  • Manage and evolve the loyalty programme to drive repeat purchase and advocacy
  • Create campaigns that incentivise engagement, referrals, reviews, and rewards redemption
  • Analyse loyalty performance and customer behaviour to identify growth opportunities
  • Collaborate with marketing and e-commerce teams to integrate loyalty across campaigns and onsite journeys 

 

Reporting & Optimisation 

  • Track and report on key KPIs including open rate, CTR, conversion rate, repeat purchase rate, and LTV
  • Use insights to inform strategy, testing roadmaps, and continuous improvement
  • Share learnings and performance updates with the wider team 

 

Collaboration 

  • Work closely with design and content teams to deliver compelling, on-brand communications
  • Partner with e-commerce and performance teams to align retention activity with commercial goals
  • Support broader CRM and customer experience initiatives where needed 

 

Skills & Experience 

Essential 

  • 3+ years of experience in email marketing and CRM
  • Strong analytical skills with the ability to turn data into action
  • Excellent attention to detail and organisational skills
  • Confident working cross-functionally
  • Confident copy writer with ability to adjust to our brand tone of voice 

 

Desirable 

  • Experience in retail, lifestyle, or DTC brands
  • Understanding of customer lifecycle marketing and retention strategy
  • Familiarity with A/B testing and experimentation frameworks 

 

What We’re Looking For 

  • Commercially minded with a strong customer-first approach
  • Curious, proactive, and always looking to optimise
  • Comfortable owning projects from idea to execution
  • A balance of creative thinking and data-led decision making


Applications

To apply for this position, please send your CV and a cover letter detailing why you are right for Tala to adelaide@tala.co.uk