Senior Retention Executive in London

About Mous
We are Mous. (Pronounced mouse, not moose.) People deserve tech and lifestyle products that are fit for purpose, perform as promised, and empower them to be their best. That’s why we’re building the go-to brand for products that genuinely deliver. For over 10 years, we’ve pushed product performance to its limits, designing from first principles, validating through real-world testing, and investing millions in R&D. In parallel, we’ve built world-class in-house marketing capabilities, creating highly engaging, performance-led content that proves what our products can do and resonates with a passionate, fast-growing community around the brand.

About the Role
We're looking for a growth marketeer who we'll back to own and grow one of the biggest growth levers at Mous: retention and CRM. It's a big opportunity that's currently under-exploited in our large, loyal customer base, and we're looking for someone who wants to become the retention expert in the business. You'll be joining an established, fast-growing DTC brand with a genuinely engaged global community and a strong creative identity.

We have a lot of customers who've bought from us once, and a real opportunity to get more of them buying again, staying loyal, and becoming higher-value over time. That means owning our CRM and lifecycle programme, thinking about loyalty and the full post-purchase journey, and finding the initiatives that turn a one-time buyer into a repeat customer.

You'll get real ownership fast: shaping the strategy, building the roadmap, and running the test-and-learn loop that turns your thinking into measurable commercial impact, with the autonomy and support to build a best-in-class approach from the ground up.

About You
You're smart, commercial, and genuinely energised by turning data into decisions and decisions into creative that moves the needle. You've got a natural blend of analytical expertise and creative instinct and you would be equally comfortable digging into the numbers behind a campaign and writing the copy that tests what they found.

This is a role for someone who wants to learn a growth channel properly and use that as a launchpad into broader marketing leadership. You don't need prior retention or CRM experience, we care far more about evidence of sharp thinking, intellectual curiosity, and a bias to action.

You'll bring a structured, hypothesis-led approach to problems: you form a view, test it, read the data honestly, and iterate. You're a self-starter who wants ownership of a channel in a fast-paced team, and you're excited by the idea of learning something end-to-end rather than being handed a fully-built playbook.

Key Responsibilities:
Own and optimise the email & SMS programme in Klaviyo – building and reporting on lifecycle flows (welcome, post-purchase, abandonment, win-back) and the weekly campaign calendar.
Develop the CRM/retention roadmap and customer segmentation across the full post-purchase journey.
Plan and run A/B tests on creative, offers, subject lines and send times, and report against retention KPIs.
Own retention reporting – repeat purchase rate, customer LTV, churn and email/SMS revenue – and surface insights to the wider Ecommerce team.

How will success be measured?
Retention established as a fully owned function, with a clear CRM strategy, lifecycle framework, and reporting in place.
Growth in repeat purchase rate and CRM-attributed revenue against agreed targets.
Strong segmentation and testing framework driving continuous, measurable improvements in customer performance.
Reduced churn and increased reactivation of lapsed customers through effective win-back and lifecycle programmes.
Clear, consistent visibility of performance through robust retention reporting and defined success metrics.

Skills requirements:
Hard skills:
Hands-on Klaviyo expertise (or comparable ESP) – building flows, segments and campaigns independently.
2–4 years in CRM / retention / lifecycle marketing, ideally at a DTC ecommerce or consumer brand.
Confident with retention metrics – LTV, repeat purchase rate, churn, cohort analysis.
Demonstrable record of growing repeat purchase rate and CRM-driven revenue.

Soft skills:
Commercial and analytical mindset.
Self-starter able to own a channel end-to-end in a fast-paced, lean team.
Strong copy and creative judgement; able to take ideas from concept to live test independently across email and SMS.

Nice to have:
Loyalty or subscription experience.
Clear test-and-learn examples with evidence of the uplift achieved.

Our Offer
We operate a hybrid working model, typically spending at least three days a week in our Hoxton office to maintain our collaborative and high-energy culture. Benefits include:
Significant opportunity for growth, ownership, and career progression.
Competitive salary reflective of experience and impact.
30% Friends & Family discount on all Mous products.
25 days’ holiday + 8 bank holidays.
1 month paid leave after 5 years’ service.
Cycle to Work Scheme.
Charlie HR perks and discounts.
Regular socials, events, and on-site activities (including an on-site gym).

Our Values
Get Results – We take accountability, prioritise impact, and push standards higher.
Work Together – We collaborate openly, challenge constructively, and learn from each other.
Enjoy the Ride – We stay agile, embrace change, and enjoy building something special together.

About Our Commitment
Mous is an equal opportunity employer. We celebrate individuality and are committed to building a diverse team with a wide range of experiences, perspectives, and backgrounds.