Customer Retention Manager

Holly & Co is fast becoming one of the UK's most exciting retailers, and we're on the cusp of launching something set to change business for the better: better for creators, better for society and better for the planet. If you're curious, talented and have something less ordinary to bring to the table we'd love to meet you. We’re a young but growing entrepreneurial company looking to build our brilliantly driven and kind team. We are a B Corp and committed to our role as a business to provide an inclusive, thriving and safe environment for all our team. We also work on an island, and that's just the start of what makes Holly and Co refreshingly unique. Our founder has built something that genuinely challenges what business can look like - championing artists and makers, staying fiercely true to what we believe in and approaching everything we do in an innovative way. So ... if you're driven by purpose, want to work with a team of smart, funny people who think 'we not I', and thrive on never having the same day twice - we want to hear from you.

The Opportunity

We're looking for a Senior Retention Manager who will own and drive our customer retention strategy and activities. This is a high-impact role for someone who thrives in a fast-paced, entrepreneurial environment and is energised by data and driving real commercial results. You'll lead our email marketing, loyalty programme and broader retention initiatives, working to deepen customer relationships, increase repeat purchase rates, and maximise lifetime value. This role requires someone who can balance strategic thinking with hands-on execution. If you're commercially minded, target-driven, and passionate about building customer loyalty through smart, creative campaigns, this role is for you. Holly & Co is based in Twickenham and this is a hybrid role with 2-3 days a week in the office.

KEY RESPONSIBILITIES

• Retention & Loyalty Strategy
  • Devise the overarching customer retention strategy, working closely with internal teams
  • Set and achieve ambitious retention targets (including repeat purchase rates and lifetime value) and set a robust measurement approach
  • Create a detailed email strategy that outlines how this channel can drive a step change in customer retention
  • Create the strategy and roadmap for our loyalty programme
  • Work with our customer data tool to understand customer behaviour and identify opportunities
• Email Marketing
  • Lead the execution of the email marketing strategy, working with the Marketing Manager and content teams
  • Analyse performance data to optimise campaigns, flows, and drive continuous improvement
  • Implement testing, segmentation, and personalisation plans
  • Oversee our marketing automation platform (Klaviyo), ensuring best practice in deliverability and compliance
  • Oversee the email delivery process, driving efficiencies where appropriate
  • Drive marked improvement in email performance metrics
• Loyalty Programme
  • Own the loyalty programme roadmap and business impact
  • Manage programme evolution, including tiers, benefits, and exclusives
  • Drive membership growth and incremental revenue
  • Manage our loyalty platform, Yotpo and optimise loyalty communication across all channels
• Direct Mail & Physical Communications
  • Own the retention strategy for direct mail channel
  • Plan ongoing customer journeys for this channel
  • Monitor the behaviour of customers recruited through this channel
• Performance & Analytics
  • Set clear retention KPIs with senior leadership and own reporting
  • Use data to uncover insights, identify trends and inform strategy
  • Monitor customer behaviour to increase repeat rate and LTV
  • Present regular performance updates to senior leadership
  • Stay current on industry trends and best practices

ABOUT YOU

Requirements & Skills

• 5+ years in retention marketing within ecommerce, with demonstrable results
• Data-driven—experience working with data tools to understand customer behaviour and define retention strategies
• Email marketing expertise—deep knowledge of email strategy and hands-on experience of using a marketing automation platform (Klaviyo experience highly desirable)
• Loyalty experience—you have been heavily involved in the management and optimisation of a loyalty programme
• Strong commercial acumen—you understand the numbers and are comfortable reporting results and KPIs to senior leadership
• Leadership experience—you've managed and developed team members and can lead with impact
• Hands-on operator—as well as being strategic you can execute at pace and aren't afraid to get into the detail
• Excellent communicator—strong written and verbal communication skills
• Knowledge of data protection regulations (GDPR, PECR)

Personal Qualities

• Target-driven: You're motivated by goals and love the challenge of exceeding them
• Proactive: You don't wait to be told what to do—you see opportunities and take initiative
• Resilient: You thrive under pressure and are comfortable working in a dynamic, evolving business
• Curious: You're always learning, testing, and looking for ways to improve
• Collaborative: You work well with others and can influence across the business
• Passionate: You care about small businesses and want to help them succeed