Retention & Loyalty Manager / London (Hybrid)

Retention & Loyalty Manager / London (Hybrid)

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.