Email Marketing & Retention Manager

We are seeking an Email Marketing & Retention Manager to help build, improve, and manage the communication systems that support audience engagement, membership retention, fundraising campaigns, and community growth across the organisation.

About the role:

As Email Marketing & Retention Manager, you will be responsible for developing and implementing email marketing strategies, retention campaigns, and audience communication systems that strengthen relationships with members, supporters, and the wider community.

You will help create structured communication journeys that improve engagement, increase retention, and support organisational growth through ethical and mission-aligned marketing practices.

This role sits at the intersection of CRM management, analytics, automation, content strategy, and customer experience. Your work will directly affect how people connect with the organisation, engage with campaigns, participate in membership services, and remain informed about our work and mission.

Experience Qualification and Requirements

Formal qualifications are desirable but STRONG experience, initiative, and passion beat and top this always.

Main Responsibilities / Key Duties

• Develop, manage, and optimise email marketing campaigns across onboarding, newsletters, fundraising, retention, and community engagement.
• Build and maintain automated communication workflows and audience journeys.
• Manage audience segmentation to ensure communications are personalised, relevant, and effective.
• Work with the Analytics and Insights team to monitor, analyse, reforecast, and report campaign performance.
• Track retention, engagement, conversion, and communication performance metrics.
• Collaborate with design and content teams to create engaging email templates, messaging, and campaign visuals.
• Ensure consistency in tone, branding, and messaging across all communication channels.
• Manage CRM systems, subscriber databases, and email marketing platforms effectively.
• Ensure accurate data flows between CRM systems, automation tools, and analytics platforms.
• Support fundraising and promotional campaigns through strategic communication planning.
• Implement A/B testing and optimisation strategies to improve campaign performance and engagement.
• Monitor the effectiveness of offers, promotions, and retention campaigns within target audiences.
• Maintain audience lists and communication systems in compliance with GDPR and ethical data practices.
• Support the development of long-term retention and community engagement strategies.
• Document workflows, reporting processes, and campaign structures clearly for continuity and collaboration.
• Work within existing organisational systems while recommending improvements where appropriate.
• Collaborate with safeguarding, digital, and operations teams when handling sensitive or protected audience data.

Essential Skills and Experience

• Minimum of 3+ years experience in Email Marketing, CRM, or Retention Management.
• Strong experience managing email marketing campaigns from planning through execution and reporting.
• Practical experience using email marketing platforms such as Mailchimp, HubSpot, Salesforce Marketing Cloud, Klaviyo, or similar systems.
• Strong written and verbal communication skills.
• Experience using analytics and data insights to improve audience engagement and retention.
• Ability to manage multiple campaigns, workflows, and deadlines effectively.
• Understanding of CRM systems, automation tools, and audience segmentation strategies.
• Strong organisational skills and attention to detail.
• Ability to work collaboratively across digital, design, and content teams.
• Understanding of GDPR principles and ethical communication practices.
• Equivalent professional or voluntary experience accepted.

Desirable Skills and Experience

• Experience working within non-profit, CIC, advocacy, or community-led organisations.
• Experience supporting fundraising or membership campaigns.
• Familiarity with SMS marketing, push notifications, or multi-channel retention systems.
• Experience building automated customer or member journeys.
• Understanding of behavioural engagement and retention strategy.
• Experience using reporting dashboards and campaign analytics tools.
• Experience working in media, education, healing, or social impact environments.

What This Role Requires:

• Strong understanding of email marketing systems and retention strategy.
• Ability to create audience-focused communication campaigns.
• Understanding of CRM management and audience segmentation.
• Confidence working with analytics, reporting, and performance tracking.
• Ability to work independently while collaborating within wider digital systems.
• Comfort working within safeguarding, ethical communication, and data protection frameworks.
• formal qualifications is desirable but STRONG experience and passion beats and tops this always.

What This Role Offers You:

• Founding role in a community-owned digital infrastructure and communications project.
• Leadership-level experience building ethical communication systems for social impact.
• Opportunity to develop advanced skills in CRM, retention, automation, and digital engagement strategy.
• Direct contribution to education, membership, healing, and survivor-centred services.
• Experience working alongside digital teams, strategists, designers, and systems leads.
• Priority consideration for future paid roles as the C.I.C. becomes financially sustainable.

What This Role Is Not For:

• People only interested in commercial or profit-driven marketing.
• Anyone uncomfortable working with serious or sensitive subject matter.
• Those seeking immediate or guaranteed income.
• Individuals unwilling to work with data, reporting, or structured communication systems.
• People who prefer not to work within shared systems, ethical standards, and collaborative processes.

If you believe communication should build trust, empower communities, and strengthen collective growth — and that ethical digital engagement can support healing, education, and social transformation — this role gives you the chance to help build the communication foundations of Tell My Truth and Shame the Devil C.I.C.