Retention Manager

Haypp Group is focused on ending smoking by offering alternative nicotine products online. We operate Nordic e-commerce brands with eleven store brands in seven countries, serving more than 1 million active consumers. Our headquarters are in Stockholm, with around 300 team members. We are expanding internationally, prioritising the US and UK markets as we convert smokers to smoke-free alternatives globally.

We are looking for a Retention Manager UK to own the retention strategy in one of our most important markets. This role shapes how we engage and retain customers—from building loyalty programs and executing targeted campaigns to enhancing lifetime value and customer satisfaction. You will be part of the UK business unit and collaborate with retention and CRM specialists across Haypp markets. As Retention Manager UK, you will define and execute our retention strategy, ensure alignment with business and brand goals, and work hands-on with email, SMS, loyalty programs, and other digital retention channels. You will continuously analyse churn, customer behaviour, and performance metrics to optimise campaigns and maximise impact. We love collaborating in person, so we will gather in the office Tuesday to Thursday in Vauxhall, London, where the team thrives together.

Key Responsibilities

• Define and execute the retention strategy for the UK market
• Enhance brand awareness, customer loyalty, and engagement across UK audiences
• Manage and execute retention campaigns via email, SMS, and loyalty programs
• Analyse churn, optimise retention journeys, and run win-back campaigns
• Lead and manage loyalty and rewards programs across UK websites
• Continuously track and report on retention performance
• Collaborate with marketing and commercial teams to align campaigns with business objectives
• Work hands-on with external email and SMS providers
• Leverage new technologies, including AI tools, to improve retention processes and output

What We’re Looking For

• Bachelor’s degree in Business, Marketing, or a related field
• 5+ years of experience in retention/CRM roles, preferably in e-commerce or regulated industries
• Proven experience with loyalty and CRM platforms such as Klaviyo, Yotpo, or similar
• Strong understanding of retention and CRM principles, techniques, and tools
• Excellent analytical skills to interpret metrics and drive data-led decisions
• Solid project management skills and ability to manage multiple priorities
• Deep knowledge of the UK market and consumer behaviour
• Fluency in English (written and spoken)

Bonus

• Experience in opinion forming, politics, or policy
• Proficiency in additional languages
• Advanced reporting and analytical capabilities

Why Join Haypp Group?

• A key role with real impact on how we retain and engage UK customers
• Opportunity to shape and drive retention strategy in a growing international company
• Work closely with experienced retention professionals across multiple markets
• Be part of a company contributing to positive societal change

What We Offer

We are a value-driven company with a culture of teamwork, innovation, inclusion, non-hierarchy, and going the extra mile. You can expect support from colleagues, the freedom to speak your mind, and opportunities to try new approaches. You will be valued, challenged, and inspired.

SEND US YOUR APPLICATION TODAY! If this sounds like a place to contribute and grow, we would love to hear from you. Haypp Group is committed to equality and diversity. We welcome applications from all qualified individuals regardless of background.

For questions about the role, contact our recruiter Anna Persson at anna.persson@hayppgroup.com.