Laundryheap

• Manage a portfolio of 3 Large Key Accounts sat within the Retail sector. • Be the main point of contact for client questions, issues, and regular business discussions. • Run regular check-ins and quarterly reviews to understand client needs and performance. • Spot any risk of clients leaving and take action to retain them. • Handle contract renewals, pricing updates, and service agreements • Look for opportunities to grow each account through additional services or increased usage. • Work with the Business Development team to ensure a smooth handover of new clients. • Create simple growth plans for key accounts with clear targets. • Track account performance and highlight any risks or opportunities • Support new clients during onboarding to ensure a smooth start. • Help clients understand how to use the platform and services effectively. • Work with Operations and Logistics to align schedules and service delivery • Keep all client information and updates accurate in the CRM system • Share regular updates on account performance with the Commercial Director • Support forecasting by tracking expected revenue and volumes

Role Description As a Commercial Account Manager at Laundryheap, you will look after a group of business clients across the UK. Your main job is to keep clients happy, make sure they stay with us, and help grow their business with Laundryheap. You will also support new clients as they join and find ways to increase the services they use. You will work closely with teams like Operations, Partnerships, and Commercial to make sure clients get a smooth and reliable service. This role suits someone who is comfortable working independently, enjoys a fast-paced environment, and likes building long-term client relationships. Key Responsibilities - Account Management & Retention: Manage a portfolio of 3 Large Key Accounts sat within the Retail sector. - Be the main point of contact for client questions, issues, and regular business discussions. - Run regular check-ins and quarterly reviews to understand client needs and performance. - Spot any risk of clients leaving and take action to retain them. - Handle contract renewals, pricing updates, and service agreements. - Revenue Growth & Upsell: Look for opportunities to grow each account through additional services or increased usage. - Work with the Business Development team to ensure a smooth handover of new clients. - Create simple growth plans for key accounts with clear targets. - Track account performance and highlight any risks or opportunities. - Client Onboarding & Enablement: Support new clients during onboarding to ensure a smooth start. - Help clients understand how to use the platform and services effectively. - Work with Operations and Logistics to align schedules and service delivery. - Reporting & CRM: Keep all client information and updates accurate in the CRM system. - Share regular updates on account performance with the Commercial Director. - Support forecasting by tracking expected revenue and volumes. Qualifications - 2–5 years of experience in B2B account management, ideally in areas like logistics, hospitality, facilities management, or service-based businesses. - Proven ability to retain and grow client accounts. - Strong communication and relationship management skills, including working with senior stakeholders. - Comfortable using data, CRM systems, and reports to manage accounts. - Confident, professional, and clear in communication. - Able to manage your own workload and handle multiple clients independently. - Right to work in the UK. Requirements - Experience in hospitality, short-let or serviced accommodation, facilities management, or laundry services (desirable). - Familiarity with CRM tools like HubSpot and basic data reporting (desirable). - An existing network in hospitality, Airbnb management, or corporate services (desirable). - Experience working in a fast-growing or scale-up business environment (desirable). Work Schedule - Remote: 9:00 am to 6:00 pm. - 9-hour shift (8 working hours). We’re looking for driven, relationship-focused individuals who thrive on ownership, enjoy building long-term client partnerships, and aren’t afraid to take initiative in a fast-paced environment. If that sounds like you, don’t miss this opportunity—apply now and grow your career with the international team at Laundryheap!

• Lead Laundryheap's lifecycle messaging programme - owning the strategy that turns first-time customers into regulars, and regulars into subscribers. • Build the programme from the ground up - the strategy, the architecture, the channel mix, the testing rhythm. • Manage a direct report to help deliver it. • Accountable for repeat order rates and customer LTV across every cohort stage, and for setting the standard your team executes against. • Directly manage a Customer Lifecycle Manager, who owns day-to-day sequence execution and optimisation across email, push, SMS and WhatsApp.

Laundryheap is an award-winning, industry-leading startup transforming the laundry and dry cleaning industry. With services across 14+ global markets and expanding rapidly across Europe, Asia, and North America, we pride ourselves on delivering clean clothes within 24 hours, making us one of the fastest services in the business. The Role You'll lead Laundryheap's lifecycle messaging programme - owning the strategy that turns first-time customers into regulars, and regulars into subscribers. This isn't a campaign execution role. It's a leadership role with a hands-on edge, sitting at the intersection of CRM, product and data. You'll build the programme from the ground up - the strategy, the architecture, the channel mix, the testing rhythm - and you'll manage a direct report to help deliver it. You'll be accountable for repeat order rates and customer LTV across every cohort stage, and for setting the standard your team executes against. You'll directly manage a Customer Lifecycle Manager, who owns day-to-day sequence execution and optimisation across email, push, SMS and WhatsApp. What You'll Own The full retention loop: - Post-order habit sequences (1st → 2nd → 3rd+ orders) - Win-back and lapsed customer flows - Subscription upsell tracks - Behavioural nudges and lifecycle triggers - Suppression logic and CRM segmentation architecture - Channel mix across email, push notifications, SMS and WhatsApp - knowing when to use each and how they work together The metrics that matter: - Repeat order rate: 1st → 2nd, 2nd → 3rd, 3rd → 4th+ - LTV and Time to reorder by cohort - Lapsed customer recovery rate - Unsubscribe and spam rates (as guardrails) Who You Are Must-haves: - 5+ years in B2C lifecycle, retention or CRM marketing - ideally in a consumer app or marketplace - Hands-on experience building automated sequences in a behavioural CRM (Customer.io, Braze, Klaviyo or similar) - Proven experience running CRM experiments - A/B tests on sequences, timing, copy, and segmentation - and translating results into programme decisions - Experience running lifecycle programmes across more than one channel - email and push plus at least one of SMS or WhatsApp - Comfortable writing your own briefs and copy - Can read cohort data in a spreadsheet or BI tool and turn it into a testing hypothesis - Understands suppression logic, exit conditions, and sequence architecture - not just campaign sends What You Won't Be Doing - Waiting for a brief. This role writes them - Being handed a finished strategy - you'll shape it, pressure-test it, and own what gets built - Managing a large team - you'll have one direct report and a lean setup. The upside is full ownership, fast decisions, and a direct line to results that matter Work Schedule - 9-5pm, Mon-Fri - Hybrid Role If you’re a lifecycle marketing leader who thrives on owning retention strategy end-to-end, building high-impact CRM programmes from scratch, and using data and experimentation to drive repeat customer behavior across multiple channels, this is your opportunity to shape and scale customer loyalty within a fast-growing, global team at Laundryheap.

• You'll lead Laundryheap's lifecycle messaging programme - owning the strategy that turns first-time customers into regulars, and regulars into subscribers. • This isn't a campaign execution role. It's a leadership role with a hands-on edge. You'll build the programme from the ground up - the strategy, the architecture, the channel mix, the testing rhythm - and you'll manage a direct report to help deliver it. You'll be accountable for repeat order rates across every cohort stage, and for setting the standard your team executes against. • You'll directly manage a Customer Lifecycle Manager, who owns day-to-day sequence execution and optimisation across email, push, SMS and WhatsApp. • The full retention loop: - Post-order habit sequences (1st → 2nd → 3rd+ orders) - Win-back and lapsed customer flows - Subscription upsell tracks - Behavioural nudges and lifecycle triggers - Suppression logic and CRM segmentation architecture - Channel mix across email, push notifications, SMS and WhatsApp - knowing when to use each and how they work together • The metrics that matter: - Repeat order rate: 1st → 2nd, 2nd → 3rd, 3rd → 4th+ - Time to reorder by cohort - Lapsed customer recovery rate - Unsubscribe and spam rates (as guardrails)

Laundryheap is an award-winning, industry-leading startup transforming the laundry and dry cleaning industry. With services across 14+ global markets and expanding rapidly across Europe, Asia, and North America, we pride ourselves on delivering clean clothes within 24 hours, making us one of the fastest services in the business. The Role You'll lead Laundryheap's lifecycle messaging programme - owning the strategy that turns first-time customers into regulars, and regulars into subscribers. This isn't a campaign execution role. It's a leadership role with a hands-on edge. You'll build the programme from the ground up - the strategy, the architecture, the channel mix, the testing rhythm - and you'll manage a direct report to help deliver it. You'll be accountable for repeat order rates across every cohort stage, and for setting the standard your team executes against. You'll directly manage a Customer Lifecycle Manager, who owns day-to-day sequence execution and optimisation across email, push, SMS and WhatsApp. What You'll Own The full retention loop: - Post-order habit sequences (1st → 2nd → 3rd+ orders) - Win-back and lapsed customer flows - Subscription upsell tracks - Behavioural nudges and lifecycle triggers - Suppression logic and CRM segmentation architecture - Channel mix across email, push notifications, SMS and WhatsApp - knowing when to use each and how they work together The metrics that matter: - Repeat order rate: 1st → 2nd, 2nd → 3rd, 3rd → 4th+ - Time to reorder by cohort - Lapsed customer recovery rate - Unsubscribe and spam rates (as guardrails) Who You Are Must-haves: - 5+ years in B2C lifecycle, retention or CRM marketing - ideally in a consumer app or marketplace - Hands-on experience building automated sequences in a behavioural CRM (Customer.io, Braze, Klaviyo or similar) - Proven experience running CRM experiments - A/B tests on sequences, timing, copy, and segmentation - and translating results into programme decisions - Experience running lifecycle programmes across more than one channel - email and push plus at least one of SMS or WhatsApp - Comfortable writing your own briefs and copy - Can read cohort data in a spreadsheet or BI tool and turn it into a testing hypothesis - Understands suppression logic, exit conditions, and sequence architecture - not just campaign sends What You Won't Be Doing - Waiting for a brief. This role writes them - Being handed a finished strategy - you'll shape it, pressure-test it, and own what gets built - Managing a large team - you'll have one direct report and a lean setup. The upside is full ownership, fast decisions, and a direct line to results that matter Work Schedule - 9-5pm, Mon-Fri - Hybrid Role If you’re a lifecycle marketing leader who thrives on owning retention strategy end-to-end, building high-impact CRM programmes from scratch, and using data and experimentation to drive repeat customer behavior across multiple channels, this is your opportunity to shape and scale customer loyalty within a fast-growing, global team at Laundryheap.

Laundryheap is an award-winning, industry-leading startup transforming the laundry and dry cleaning industry. With services across 14+ global markets and expanding rapidly across Europe, Asia, and North America, we pride ourselves on delivering clean clothes within 24 hours, making us one of the fastest services in the business. The Role You'll lead Laundryheap's lifecycle messaging programme - owning the strategy that turns first-time customers into regulars, and regulars into subscribers. This isn't a campaign execution role. It's a leadership role with a hands-on edge. You'll build the programme from the ground up - the strategy, the architecture, the channel mix, the testing rhythm - and you'll manage a direct report to help deliver it. You'll be accountable for repeat order rates across every cohort stage, and for setting the standard your team executes against. You'll directly manage a Customer Lifecycle Manager, who owns day-to-day sequence execution and optimisation across email, push, SMS and WhatsApp. What You'll Own The full retention loop: - Post-order habit sequences (1st → 2nd → 3rd+ orders) - Win-back and lapsed customer flows - Subscription upsell tracks - Behavioural nudges and lifecycle triggers - Suppression logic and CRM segmentation architecture - Channel mix across email, push notifications, SMS and WhatsApp - knowing when to use each and how they work together The metrics that matter: - Repeat order rate: 1st → 2nd, 2nd → 3rd, 3rd → 4th+ - Time to reorder by cohort - Lapsed customer recovery rate - Unsubscribe and spam rates (as guardrails) Who You Are Must-haves: - 5+ years in B2C lifecycle, retention or CRM marketing - ideally in a consumer app or marketplace - Hands-on experience building automated sequences in a behavioural CRM (Customer.io, Braze, Klaviyo or similar) - Proven experience running CRM experiments - A/B tests on sequences, timing, copy, and segmentation - and translating results into programme decisions - Experience running lifecycle programmes across more than one channel - email and push plus at least one of SMS or WhatsApp - Comfortable writing your own briefs and copy - Can read cohort data in a spreadsheet or BI tool and turn it into a testing hypothesis - Understands suppression logic, exit conditions, and sequence architecture - not just campaign sends What You Won't Be Doing - Waiting for a brief. This role writes them - Being handed a finished strategy - you'll shape it, pressure-test it, and own what gets built - Managing a large team - you'll have one direct report and a lean setup. The upside is full ownership, fast decisions, and a direct line to results that matter Work Schedule - 9:00 AM to 6:00 PM GMT (UK Shift timings) - 5 days a week (Mon-Fri) - Hybrid Role If you’re a lifecycle marketing leader who thrives on owning retention strategy end-to-end, building high-impact CRM programmes from scratch, and using data and experimentation to drive repeat customer behavior across multiple channels, this is your opportunity to shape and scale customer loyalty within a fast-growing, global team at Laundryheap.

• Own customer-facing apps • Lead key purchase journeys • Partner with Head of Product Design to drive UX quality across core flows • Partner with Marketing to define and prioritize roadmap items that improve clarity and conversion • Partner with Retention to help drive repeat usage • Design and run A/B tests to validate product hypotheses • Define success metrics, guardrails, and stopping criteria • Query data directly using SQL to analyze funnels and experiment results • Write concise, clear product requirements • Work closely with Design and Engineering to ship iteratively