At a Glance
- Tasks: Lead retention strategies and enhance customer loyalty for a fast-growing skincare brand.
- Company: Dynamic D2C skincare brand on a mission to revolutionise skincare.
- Benefits: Free gym membership, bonuses, share options, and hybrid working model.
- Other info: Join a diverse team committed to inclusion and personal growth.
- Why this job: Make a real impact on customer experience and brand growth from day one.
- Qualifications: 3+ years in retention or CRM, strong analytical skills, and D2C experience.
The predicted salary is between 63000 - 77000 £ per year.
Join a fast-growing D2C brand on a mission to change the way people approach skincare, with real ownership of retention, loyalty and customer LTV. This is much more than a CRM execution role. You’ll own the post-purchase customer journey, using data and customer insight to improve retention, reduce churn, strengthen subscription performance and build a loyalty programme from the ground up. This is such an exciting opportunity to help scale a fast-growing ecommerce brand internationally and take on real ownership from day one. Fantastic team and some great perks too including free gym membership, bonus and share options! Working 4 days in the London office and 1 day WFH.
Key Responsibilities
- Own the retention and lifecycle strategy across the full post-purchase journey
- Develop onboarding and habit-formation journeys that improve long-term retention
- Identify churn risks and build proactive interventions around key drop-off points
- Optimise the subscription experience across cadence, skip, swap, pause and delivery
- Build intelligent cancellation and save flows based on different reasons for churn
- Use customer feedback and data to understand what’s driving cancellations and improve the customer journey
- Develop customer segmentation and tailored lifecycle strategies
- Design the loyalty programme, including points, tiers, rewards and redemption mechanics
- Track LTV by cohort, acquisition channel and customer segment
- Work closely with Growth, Creative, Customer Service and Product teams
Key Requirements
- 3+ years’ experience in retention, lifecycle or CRM
- Experience owning retention or LTV within a D2C subscription business
- Strong hands-on Klaviyo experience, including building and QA’ing flows
- Comfortable working with cohort data, LTV and churn analysis
- Experience with loyalty or rewards programmes
- Strong commercial and analytical mindset
- Confident turning customer insights into clear actions and briefs
- D2C experience, ideally within health & wellness or beauty
If you’re a retention specialist who loves getting under the skin of customer behaviour, subscription performance and LTV, this is a brilliant opportunity to have a genuine impact on a growing D2C brand.
Diversity, equity & inclusion
We are committed to building a diverse and inclusive team. We welcome applications from all backgrounds and are committed to creating a workplace where everyone feels valued and supported.
Data protection
Any personal data you provide during the recruitment process will be processed in accordance with applicable data protection legislation and used solely for recruitment purposes.
Retention & Loyalty Manager / London (Hybrid) employer: Source
Join a pioneering HealthTech company that champions proactive healthcare and offers a dynamic work environment where innovation thrives. With fully remote or hybrid options available, you will enjoy the flexibility to work from anywhere while being part of a collaborative team that values creativity and experimentation. The company provides stock options, access to health insurance, and genuine opportunities for personal and professional growth, making it an ideal place for passionate marketers eager to make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Retention & Loyalty Manager / London (Hybrid)
✨Show Your Creative Side
In marketing communications, standing out is key. Get creative with your application! Consider designing a mini-campaign or pitch that highlights your skills and understanding of the brand. Tailor it for Source and show them what you can bring to the table.
✨Engage in Marketing Communities
Get involved in local or online marketing communications groups. Check out platforms like Meetup for events and workshops. Networking here can lead to hidden job openings and valuable insights into the industry trends—this is where we often discover what companies like Source are looking for.
✨Leverage Social Media
Use platforms like LinkedIn and Twitter to showcase your passion for marketing communications. Share insights, articles, and your own content that resonates with the industry. Tagging or interacting with Source on these platforms can catch the eye of recruiters and show you're genuinely interested in them.
✨Attend Industry Events
Keep an eye out for marketing conferences and workshops. These are great places to meet potential employers face-to-face and make connections that could land you a full-time role at Source. Bring your business cards and be prepared to chat about how you can contribute!
We think you need these skills to ace Retention & Loyalty Manager / London (Hybrid)
Some tips for your application 🫡
Craft an Impactful Cover Letter:Your cover letter is your chance to shine! Focus on your passion for marketing communications and how your previous experiences can benefit Source. Make sure to mention specific campaigns or projects you’ve worked on that showcase your creativity and strategic thinking.
Showcase Your Writing Skills:As you're diving into a marketing communications role, your writing ability is crucial. Include samples of your work, like blog posts, press releases, or social media campaigns in your application. This lets us see your style and how you engage with different audiences.
Tailor Your CV to Marketing:Your CV should highlight relevant marketing skills and experiences! Include specific tools or platforms you’ve used, like Google Analytics or social media management software. Mention any certifications or workshops related to marketing that you've completed – they can give you an edge!
Demonstrate Your Understanding of Source:Show us that you’ve done your homework! In your application, briefly mention what you admire about Source’s marketing approach or any recent campaigns that caught your attention. This can reveal your enthusiasm for the role and your genuine interest in joining our team!
How to prepare for a job interview at Source
✨Showcase Your Creative Campaigns
Get ready to flaunt your portfolio! Include examples of previous marketing campaigns you've worked on, especially those that showcase your creativity and strategy. Recruiters at Source will be keen to see how you conceptualise and execute campaigns, so highlight any measurable outcomes to back up your claims.
✨Know Your Digital Tools Inside Out
If you’re heading into a marketing-communications role, make sure you're comfortable discussing key digital marketing tools like Google Analytics, HubSpot, or Hootsuite. Expect some technical questions about how you've used these tools in the past, as they'll want to gauge your hands-on experience and how you analyse data to drive marketing decisions.
✨Be Ready for Scenario-Based Questions
At Source, they may throw some scenario-based questions your way, aimed at testing your problem-solving skills in real-life marketing situations. Think through potential challenges you’ve faced, how you navigated them, and be prepared to discuss your thought process and outcome.
✨Demonstrate Your Passion for Marketing
As you’re applying for a full-time position, show that you're not just looking for a job, but a career in marketing. Talk about the latest trends in marketing communications, your favourite campaigns, and why they inspire you. Your enthusiasm can really make you stand out and demonstrate that you’re committed to growing within the field.
