Senior CRM Lifecycle + Journeys Manager

Quince is a destination for builders, creators, innovators, and operators who want to come together and challenge the status quo. Our mission is simple: make really high quality essentials for really low prices, fairly and sustainably. We deliver on that mission through a unique manufacturer-to-consumer (M2C) model eliminating the layers of traditional retail that add cost and result in consumers paying more than they need to. We find, build relationships with, and work directly with the manufacturing partners behind some of the world's finest products. From there, our teams design smart, efficient operational processes and build and deploy proprietary technology, AI, and analytics to help us scale fast.

What began with a small assortment of elevated basics has quickly grown into a cross-category brand spanning apparel, accessories, home goods, and more. Today, tens of millions of people across a growing number of countries come - and return - to Quince because they trust us to deliver.

The Senior Manager, CRM Lifecycle + Journeys owns every triggered flow in the customer journey across email, SMS, push, and in-app for UK, Germany, and France. You will build the automation engine that runs Quince's retention programme: from the welcome series a UK customer sees the day we launch, to the win-back flow that recovers a French customer six months later.

This is a builder role. You will spend most of your first six months in Iterable and the CDP. You will write the flow logic, set up the data pipes, design the experiments, and ship the AI agents that take work out of building, testing, and reporting on flows. The Director, CRM owns the retention strategy and the campaign calendar. You own the triggered flow programme that runs alongside it.

Two constraints shape this job. UK and EU privacy rules mean the US lifecycle playbook does not transfer unchanged: you will rebuild the identity-resolution layer and shift weight toward logged-in and app behaviour. Channel economics also differ across markets, with SMS in particular materially more expensive in Europe than in the US, so the sequencing of email, SMS, push, and in-app per flow per market is not the same as the US default.

You will be joining a team that values speed, candor, and rigour. This role is for you if you like building things, you can hold a roadmap in one hand and a SQL query in the other, and you have an opinion on how AI changes lifecycle work over the next 18 months.

Joining Quince means being part of a mission-driven team reshaping retail. You will work alongside talented colleagues, tackle meaningful challenges, and contribute to building a more sustainable, accessible future for customers and partners alike.

• Build, launch, and own every triggered lifecycle flow for UK (July 2026), DE (October 2026), and FR (November 2026): welcome, browse abandon, cart abandon, post-purchase, low stock, back in stock, win-back, replenishment, care instructions.
• Partner with MarTech to Ship AI agents and tooling that take work out of flow build, copy, segmentation, and QA. Target at least one end-to-end CRM agent in production by EoY1 and a 50% reduction in flow concept-to-deployment time within 90 days.
• Partner with the Data team to run the triggered-flow testing roadmap with statistically sound design. Minimum 6 A/B tests per quarter per flow per market.
• Build channel-cost decision logic across email, SMS, push, and in-app per flow per market.
• Recover signal lost from fingerprinting and consent restrictions in UK/EU by pushing app and logged-in routing for non-consenting users.
• Stand up and run the localisation pipeline with freelance copywriters for EN-UK, DE, and FR. Localised flow content live before each market launch.
• Partner with tech team to maintain CDP quality across UK/EU: data model, integrations (Iterable, Attentive, app SDK, site events), data hygiene, latency, and identity-resolution accuracy.