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Harnham

Retention Lead

London Full-Time 48000 - 64000 £ / year (est.) No home office possible

Job Description

Retention Lead

Orpington – 3 days a week

Up to £80,000

The Role

This is a newly created role for a Retention Lead to take full ownership of customer retention strategy. With over 95% of revenue driven by subscriptions, and a new instant win product recently launched, there’s a real opportunity to reduce churn and increase customer lifetime value. You’ll work cross-functionally with marketing, CRM, product, customer service, and finance, acting as the strategic lead on all things retention.

Key Responsibilities

Build and implement a comprehensive retention strategy that reduces churn and drives LTV
Use behavioural insights and data to segment audiences and identify key engagement triggers
Collaborate with the CRM team on campaign strategy and copy development
Develop and test offers and interventions to retain customers and boost engagement
Support scripting and strategy for a 30-person contact centre to improve retention rates
Identify gaps in the customer journey and develop targeted lifecycle comms
Support cross-sell and upsell of new instant win products and subscription tiers
Take a hands-on approach to CRM execution, working closely with internal teams
Engage VIP players and high-value customers with personalised comms and offers

About You

Strong background in retention within a digital subscription or consumer business
Data-led mindset with experience using behavioural insights to shape strategy
Confident in campaign management and lifecycle marketing
Collaborative and able to work across teams including CRM, product, and customer service
Experience working with contact centres and scripting is a plus
Previous exposure to the instant win or soft gambling sector is a bonus
Comfortable in a scale-up environment with evolving priorities and lots of ownership#

Why Apply?

This is a rare opportunity to define the retention strategy in a high-growth business where you can make an immediate impact. You'll work alongside a smart, commercially-minded leadership team and play a central role in shaping how the business retains and grows its loyal customer base.

Retention Lead employer: Harnham

Join a dynamic and innovative team in Orpington as a Retention Lead, where you'll have the unique opportunity to shape and implement a comprehensive retention strategy in a high-growth environment. With a strong focus on employee development, collaborative work culture, and the chance to make a significant impact on customer engagement, this role offers not just a competitive salary but also the chance to work alongside a commercially-minded leadership team dedicated to your success. Embrace the challenge of reducing churn and enhancing customer lifetime value while enjoying the benefits of a supportive workplace that values your contributions.