Retention Lead

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.