Retention Manager

HAYPP GROUP addresses one of the world’s biggest problems – how to end smoking. There are 1.1 billion smokers in the world, and around 8 million people die every year from smoking‑related diseases. Our goal is to significantly reduce these numbers, save lives and inspire people to choose smoke‑free alternatives by offering alternative nicotine products online. Haypp Group is one of the Nordics’ leading e‑commerce groups with eleven store brands, present in seven countries, serving more than 1 million active consumers.

We are now looking for a Retention Manager UK to take ownership of our retention strategy in one of our most important markets. This is a key role where you will shape how we engage and retain our customers – from building loyalty programmes and executing targeted campaigns to enhancing lifetime value and customer satisfaction. You will be part of our UK business unit while also collaborating closely with a group of experienced retention and CRM specialists across all Haypp markets.

As Retention Manager UK you will be responsible for defining and executing our retention strategy, ensuring alignment with our overall business and brand goals. You will work hands‑on with email, SMS, loyalty programmes, and other digital retention channels, while continuously analysing churn, customer behaviour and performance metrics to optimise campaigns and maximise impact.

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 programmes
• Analyse churn, optimise retention journeys and run win‑back campaigns
• Lead and manage loyalty and rewards programmes 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

We believe you are a strategic and hands‑on retention professional with a strong interest in CRM, loyalty and digital customer engagement. You enjoy working in a fast‑paced environment, are curious about new technologies such as AI, and are motivated to make a tangible impact on customer retention and business growth. You likely have:

• 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 if you have:

• 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 a positive societal change

WHAT WE OFFER

We are a value‑driven company with our values – We team up, Innovation Drives Us, Inclusion and Non‑Hierarchy, and Going the Extra Mile – at the heartbeat of everything that we do. With us, you can always expect support from colleagues who want to achieve things together and to be able to speak your mind in every social constellation. We highly value ideas no matter where they come from and are not afraid to try new approaches. At Haypp Group, you will always feel safe, appreciated and valued, while also being challenged and inspired.

SEND US YOUR APPLICATION TODAY! If this sounds like a place where you would like 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.