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For Companies At a Glance
- Tasks: Lead the customer retention strategy and enhance subscription value.
- Company: Join a fast-growing, data-driven subscription business in the entertainment sector.
- Benefits: Enjoy hybrid work options and the chance to shape a key business function.
- Why this job: Be part of a dynamic team influencing customer journeys and driving growth.
- Qualifications: Experience in retention marketing, data analysis, and cross-functional collaboration required.
- Other info: Opportunity to work with major consumer brands and impact a rapidly expanding company.
The predicted salary is between 48000 - 64000 £ per year.
London (Hybrid) Up to £80,000
Looking to take full ownership of customer retention strategy in a fast-scaling, data-led subscription business? This is a standout opportunity to build a retention function from the ground up at a business moving at real pace.
Operating at the intersection of subscription commerce and entertainment, this company runs free to enter prize competitions — think VIP experiences, lifestyle rewards, and digital scratch-to-win games. They’re rapidly expanding both in the UK and internationally, and are backed by major B2B partnerships with well-known consumer brands.
The Role:
Reporting into senior leadership and collaborating across CRM, Product, Customer Service and Data, it will be your responsibility to design and deliver the retention strategy that boosts customer lifetime value and reduces churn across subscriptions.
You’ll get hands-on with behavioural data, audience segmentation, contact strategy, offer testing, and even contact centre scripting. There’s substantial low-hanging fruit — with immediate opportunities to influence customer journeys, VIP engagement, and upsell/cross-sell flows.
Key Responsibilities:
- Develop and execute a holistic retention strategy across key lifecycle stages
- Use data to identify churn risks and behavioural triggers
- Work closely with CRM to create targeted, high-performing retention campaigns
- Collaborate with the 30-person contact centre team on scripting and messaging
- Shape the end-to-end customer journey for both subscription and instant-win players
- Launch cross-sell/upsell initiatives for games, tiers, and new products
- Monitor campaign effectiveness and continuously iterate
- Align with Product, Marketing, Finance and Customer Service on retention touchpoints
About You:
- Proven experience in a dedicated retention or lifecycle marketing role, ideally at a digital subscription brand
- Strong understanding of LTV, churn, behavioural segmentation and data-led optimisation
- Comfortable in hands-on CRM execution, including copy nuance and testing
- Experience working across functions — especially with contact centres, CRM, product and data teams
- Bonus: familiarity with instant-win mechanics or gamified consumer journeys
- Commercially sharp, strategic thinker who enjoys operating at speed
- Comfortable working in a scale-up — building structure while delivering impact
This is a unique chance to join a category-disrupting brand in growth mode, at a pivotal point in its journey. You’ll have the runway to shape a key part of the business with full backing from leadership.
To register your interest in this role, please send your CV to roshnibaillie@harnham.com or through the Apply link on this page.
Retention Lead employer: Harnham
Contact Detail:
Harnham Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Retention Lead
✨Tip Number 1
Familiarise yourself with the latest trends in retention marketing, especially within subscription-based businesses. Understanding the nuances of customer behaviour and churn can give you an edge in discussions during interviews.
✨Tip Number 2
Network with professionals in the retention and lifecycle marketing space. Engaging with others in the industry can provide insights into best practices and may even lead to referrals or recommendations for the role.
✨Tip Number 3
Prepare to discuss specific examples of how you've used data to drive retention strategies in your previous roles. Being able to articulate your hands-on experience with CRM tools and campaign effectiveness will demonstrate your capability.
✨Tip Number 4
Research the company’s current retention strategies and think critically about potential improvements. Bringing fresh ideas to the table during your interview can showcase your proactive approach and strategic thinking.
We think you need these skills to ace Retention Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in retention or lifecycle marketing, especially within digital subscription brands. Use specific examples that demonstrate your understanding of customer lifetime value and churn reduction.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Discuss how your skills align with their needs, particularly in designing and executing retention strategies. Mention any experience you have with data analysis and CRM execution.
Showcase Data-Driven Achievements: When detailing your past roles, focus on quantifiable achievements related to retention strategies. Highlight any successful campaigns you've led, including metrics like improved customer engagement or reduced churn rates.
Research the Company: Familiarise yourself with the company's products and their approach to customer engagement. Understanding their unique position in the market will help you tailor your application and demonstrate your genuine interest in the role.
How to prepare for a job interview at Harnham
✨Showcase Your Data Skills
Since the role heavily relies on data-led strategies, be prepared to discuss your experience with behavioural data and audience segmentation. Bring examples of how you've used data to identify churn risks and optimise retention campaigns.
✨Demonstrate Cross-Functional Collaboration
Highlight your experience working across different teams, especially with CRM, Product, and Customer Service. Share specific instances where your collaboration led to successful outcomes in retention strategies.
✨Prepare for Hands-On Scenarios
Expect to discuss hands-on execution in CRM, including crafting messaging and testing strategies. Be ready to provide examples of campaigns you've executed and the results they achieved.
✨Understand the Company’s Unique Offering
Familiarise yourself with the company's prize competitions and gamified consumer journeys. Showing that you understand their business model will demonstrate your genuine interest and help you align your strategies with their goals.
