Ask & Embla is looking for a CRM & Retention Lead to own the full customer lifecycle. This is a senior, strategy-forward role for someone who shares our commitment to excellence in everything customer-facing and wants to build something that genuinely lasts. You'll be the person in the room who understands both the data and the customer, and can translate that into a retention engine that actually moves revenue.
What You'll Do
- Own the retention strategy end-to-end: lifecycle mapping, segmentation logic, channel mix (email, push), and long-term LTV planning
- Lead the CRM roadmap — from platform management and data integrity to automation architecture and cross-channel integration
- Design and optimize flows and campaigns that drive repeat purchase, reduce churn, and increase customer lifetime value
- Build and maintain customer segments based on behavior, purchase patterns, and engagement signals; use these to drive meaningful personalization at scale
- Translate data into decisions — run regular performance reviews, surface insights, and make recommendations that influence product, content, and marketing strategy
- Partner closely with the growth, paid, and content teams to ensure retention efforts are aligned with acquisition and brand initiatives
- Define and track the KPIs that matter: repeat purchase rate, retention rate, LTV, flow revenue, unsubscribe rate, and more
- Ensure CRM systems, data flows, and campaign practices are compliant with GDPR and relevant data protection regulations
Who You Are
- 5+ years in CRM, retention, or lifecycle marketing, ideally in a DTC or ecommerce environment
- You've owned a retention program before, not just executed within one
- Strong with platforms like Klaviyo, Salesforce, Braze, or similar; you can configure flows, not just brief them
- Analytically sharp — comfortable pulling your own data, spotting trends, and building the case for your recommendations
- You think in customer journeys, not just sends
- Brand-curious: you take the time to understand who the customer is, not just what they clicked
- You're not here to maintain the status quo, you want to build something extraordinary and have the drive to see it through
- Comfortable working lean and building systems with limited resources
- Open to using AI as a tool for process improvement and ways of working — ideally AI-native in how you think and operate
About Ask & Embla and Ambi
Who We Are:
Ask & Embla is a rapidly growing jewelry brand born from alternative subcultures shaped by punk, goth, and music movements. We're based in Singapore, with a collective following of more than 850,000 across our social media channels. Our growth continues with the launch of Ambi, our piercing-focused jewelry brand, which carries the same spirit of self-expression as Ask & Embla.
As e-commerce brands, we ship internationally to a diverse customer base, and we are proud to be one of the leading brands worldwide in the alternative jewelry space. We’re passionate about creating a company that brings out the best in everyone, where individuals love to work and grow as a team. That means constantly learning, building new things, staying flexible about how and where we work, and empowering each other to do the proudest work of our lives.
Ask & Embla and Ambi are led by an ex-Googler and ex-Amazonian, supported by dozens of team members across multiple countries. We’re building the foundation to expand into several business verticals beyond e-commerce, while continuing our operations to fulfil thousands of orders each month.
Ready to Join Us?
If you're a results-oriented professional who thrives in a fast-paced environment, we encourage you to apply!
Learn More about Ask & Embla and Ambi:
Website - https://askandembla.net/
https://ambi.ooo/
Instagram - https://www.instagram.com/askemblastore/
https://www.instagram.com/ambi.ooo/
Facebook - https://www.facebook.com/AskEmblastore/
https://www.facebook.com/ooo.ambi/
Pinterest - https://www.pinterest.com/askemblastore/
https://www.pinterest.com/ambijewelry/
TikTok - https://www.tiktok.com/@askandembla_official
https://www.tiktok.com/@ambi.ooo
Why Work With Us?
We learn and build fast together, united not only by the purpose and passion of creating beautiful, expressive, and sustainably made jewelry, but also by a community that celebrates freedom in self-expression. Everyone deserves to be fully themselves, and our jewelry designs are contemporary emblems that let them do so with pride.
Job Details
Job Type:
Full-time
Expected hours: 40 per week
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