Retention & Loyalty Executive

• Pore Favor Victoria, London Hybrid (4 days office, 1 day WFH)
• ABOUT PORE FAVOR

Pore Favor is a high-growth, direct-to-consumer brand revolutionising the way people approach acne — built on science-backed supplements and real customer results.

We're scaling fast across multiple international markets, and we're looking for someone to own how we keep and grow our customers.

THE ROLE

This is an early-career role with serious scope.

You'll own our retention and loyalty function across the full post-purchase customer journey — from onboarding and habit formation through subscription health, churn intervention and loyalty.

Reporting into senior leadership and working closely with the wider team (Growth, Creative, Customer Service and Product), you'll have genuine ownership and a direct line to the top from day one.

It's a big, hands-on role for someone with a year or two behind them who's ready to step up, take responsibility for a measurable business outcome (customer lifetime value), and grow fast — with strong support and mentorship along the way.

• WHAT YOU'LL OWN
• Lifecycle & Retention
• Build and own the post-purchase journey — onboarding, habit-formation messaging and win-back campaigns — with a proactive, data-led approach.
• Get ahead of the moments where customers are most likely to drop off, rather than relying on reactive win-back alone.
• Subscription Experience
• Own subscription cadence and the flows that let customers manage their plans, and work out when churn is driven by friction versus genuine dissatisfaction — then fix it.
• Build smart cancellation and save flows that respond to why a customer is leaving, rather than defaulting to a single generic offer.
• Customer Insight Loop
• Use customer service and cancellation data to spot the main drivers of contact and churn, and turn those findings into lifecycle improvements as a standing input to your roadmap.
• Build and maintain retention treatment tailored to our distinct customer segments, reflecting their differing needs and behaviours.
• Loyalty Programme
• Own the design of our loyalty programme — mechanics, tiers, rewards and redemption logic — brief it to build partners, and define success metrics up front. (Technical implementation sits outside this role.)
• Reporting & LTV
• Own the reporting rhythm: turn cohort and channel data into clear dashboards and insight, and present it to leadership.
• Feed what you learn into wider acquisition and targeting decisions.

WHAT WE'RE LOOKING FOR

• Around 1-2 years' experience in CRM, lifecycle, email or retention marketing — agency or in-house.
• Hands-on experience with a leading CRM/email platform (e. g. Klaviyo): you can build, QA and troubleshoot flows yourself, or are clearly on your way there and eager to deepen it.
• Comfortable with data — happy in spreadsheets, pulling cohort and churn numbers and turning them into clear reports.

You don't need to be an analyst, but you like get into the numbers.

• A clear communicator who can translate customer insight into tidy briefs, and who takes ownership while bringing their own ideas.
• Curious about retention and loyalty — interested in the strategic levers and keen to grow into owning them fully.
• A plus: experience at a D2C brand, ideally health, wellness or beauty — but not essential. Attitude and aptitude matter more than a perfect CV.
• WHAT YOU'LL GET
• Real ownership of a whole function from day one, a direct line to senior leadership, and a fast path to grow.
• Hybrid working — 4 days in our Victoria office, 1 day WFH
• On-site gym with sauna, plunge pool, roof terrace and café, plus free gym membership.
• 25 days holiday + bank holidays.
• The chance to help scale a fast-growing brand across multiple international markets.
• Full perks package
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