At a Glance
- Tasks: Own the retention strategy and enhance customer loyalty through innovative CRM practices.
- Company: Cowshed, a premium British bath brand with a rich heritage.
- Benefits: Unlimited paid holiday, hybrid working, private health cover, and a discretionary bonus.
- Other info: Direct access to senior leadership and opportunities for career development.
- Why this job: Lead a pivotal role in a brand with a loyal customer base and exciting growth potential.
- Qualifications: Hands-on CRM experience, deep Klaviyo knowledge, and strong analytical skills.
The predicted salary is between 60000 - 80000 £ per year.
Cowshed has been loved since 1998. The bath brand that lives on the shelf of people with taste. British, fragrance-led, unmistakably premium - and now entering its most exciting commercial chapter yet. We’ve relaunched with new products, new packaging, and a clearer brand world.
The opportunity includes a large mailing list and decades-loyal fans who have never been properly rewarded. We have a Klaviyo setup that’s barely scratched the surface, and a brand with the kind of character that makes for genuinely great CRM.
The role: You’ll own the strategy and do the work as an individual contributor. Responsibilities include:
- Owning Klaviyo end to end - flows, campaigns, segments, testing, QA
- Cleaning, enriching, and segmenting a rich contact database to unlock its commercial value
- Building the full lifecycle journey: welcome through to win-back and VIP
- Developing a loyalty strategy worthy of customers who’ve been with the brand for decades
- Working with the creative team to tell the Cowshed story
- Developing SMS from scratch, used selectively and with intention
- Building reporting that drives decisions, not dashboards
What we’re looking for:
- Proven hands-on CRM or lifecycle experience in a DTC brand
- Deep Klaviyo fluency - actually owns it day to day
- Strong analytical skills and commercial instincts around LTV, cohorts, and repeat purchase
- A genuine feel for premium brand storytelling
- Copy judgement to match
- Experience scaling a retention function, with an eye on building a small team over time
- Experience in-housing retention from an agency is even better
What this role isn’t:
- A people management role in year one
- A discount-led trading role
- A role for someone who needs a large team and perfect conditions before they can make progress
- A fit for someone with purely subscription commerce background
What it actually is: A chance to own a function from day one at a brand with real equity, a genuinely engaged customer base, and headroom to grow. Direct access to senior leadership.
What you’ll get:
- Unlimited paid holiday
- Hybrid working - 2 days in our Soho office
- Private health cover including optical and dental (Aviva)
- 30% discretionary bonus
- Enhanced maternity leave
- 15 days sick leave
- 2 weeks work-from-anywhere
- Birthday off, plus 2 'You Time' days
- Anniversary incentives and milestone rewards
- EAP and Myndup mental wellbeing support
Cowshed is an equal opportunities employer. We welcome applications from candidates of all backgrounds, identities, and experiences.
Head of Retention employer: Cowshed
Cowshed is an exceptional employer, offering a unique opportunity to lead the retention strategy for a beloved premium brand in the heart of Soho. With a commitment to employee well-being, including unlimited paid holiday and hybrid working options, Cowshed fosters a collaborative and creative work culture that values individual contributions and growth. Join us to shape the future of a brand with a rich heritage and a loyal customer base, while enjoying comprehensive benefits and direct access to senior leadership.
