Retention Marketing Lead

Grind is a coffee company that lives in London. Since opening Shoreditch Grind in 2011, we've expanded across London with cafés, coffee trucks and a state-of-the-art coffee roastery. Today, we serve millions of cups of coffee across London and the UK each year, and we’ve helped hundreds of thousands of people make better, more sustainable coffee at home. You’ll find our coffee beans, compostable coffee pods and ready-to-drink coffee cans in supermarkets across the UK and in hotels around the world.

Based in Shoreditch, we have a team of talented people working on everything from product development to finance, to customer experience. We’re looking for someone to join our growing team and help us in building the future of Grind. We think coffee can be a force for good. Whether it's through creating the UK's first compostable coffee pods, our plastic-free packaging or carbon-free shipping - we're on a mission to be the world's most sustainable coffee company. In 2023, we created our charity, the Better Coffee Foundation, to undo the damage done by the global coffee industry - in our first year, we recovered 43 million pods' worth of ocean-bound plastic.

A bit about the role: Grind is looking for an experienced and commercially-driven Retention Marketing Lead to own and evolve our end-to-end retention strategy for a 12-month fixed term contract. You’ll play a critical role in reducing churn, improving customer lifetime value, increasing rebill rates, and maximising reactivation across our customer base. Working within the DTC team on this fixed term, you’ll collaborate cross-functionally with CRM, Ecommerce, Product, Customer Experience, Operations, Data and Brand teams to deliver a best-in-class lifecycle programme. You’ll combine strategic thinking with hands-on execution, driving measurable improvements in customer retention and long-term loyalty. This role is ideal for someone who thrives in a fast-paced, high-growth environment and is passionate about using data, experimentation and customer insight to drive meaningful commercial impact.

Role responsibilities:

• Own and evolve Grind's customer retention strategy, setting clear objectives and targets to improve customer lifetime value, retention, satisfaction, and profitability.
• Develop and maintain a data-driven retention roadmap, identifying opportunities to strengthen customer loyalty and reduce churn across the customer lifecycle.
• Own the strategy, development, and performance of Grind's loyalty programme, leading cross-functional delivery to increase customer engagement, repeat purchase, and long-term brand loyalty.
• Lead cross-functional projects and experimentation programmes, including A/B testing and the adoption of new technologies, to improve personalisation, engagement, and business performance.
• Monitor, analyse, and report on key customer metrics, including retention, churn, reorder behaviour, customer satisfaction, and loyalty programme performance.
• Lead customer research initiatives, surveys, and insight gathering activities, translating findings into actionable recommendations and strategic priorities.
• Partner with data and analytics teams to develop reporting tools, dashboards, forecasting models, and customer insights that support decision-making.
• Collaborate closely with Customer Service, Operations, Ecommerce, CRM, Product Development, and other stakeholders to identify friction points and improve the end-to-end customer experience.
• Drive continuous improvement across retention channels, cancellation journeys, customer cohorts, and customer experience programmes through ongoing analysis and optimisation.

You’ll have:

• Proven experience in lifecycle marketing, ideally within a DTC or subscription business, with a track record of reducing churn and driving LTV growth.
• Strong analytical and commercial mindset, using data to identify opportunities and prioritise high-impact initiatives.
• Experience working cross-functionally with teams such as CRM, Product, Brand, Ops and Customer Experience.
• A test-and-learn mindset, with curiosity to explore new ideas and technologies (including AI).
• Strong communication skills, able to translate data into clear insights and actions.
• Excellent organisation and adaptability in a fast-paced environment.
• A proactive, growth-oriented mindset with a focus on continuous improvement.

Bonus if you have:

• Experience in a subscription-based business.
• Experience building or evolving loyalty programmes.
• Experience developing churn or LTV models.

Diversity and Inclusion:

Grind is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, colour, national origin, religion, gender, gender identity or expression, sexual orientation, marital status, age, veteran status, or disability status. If there are any adjustments you need to help you bring your best self to an interview with us please let us know.

Benefits and perks:

• SpectrumLife: Access our confidential Employee Assistance Program (EAP) for personal and professional support.
• Referral Bonus: Earn a bonus for bringing great talent to our team (£250 for employees, £450 for managers).
• Employee Loan: Access an interest-free loan to help with unexpected expenses.
• Discounts online: Up to 40% off our retail line online.
• Crew Card: Enjoy 50% off all food and drinks, plus two free coffees a day at Grind locations.
• Team Events: Participate in regular team events and enjoy a stocked office with healthy breakfast and snacks.
• Family & Friend Discounts: Special discounts for family and friends.
• Enhanced Maternity and Paternity: Enjoy enhanced maternity and paternity benefits once eligible.