At a Glance
- Tasks: Lead customer retention strategies and boost subscription growth in a dynamic DTC environment.
- Company: Fast-growing global DTC and subscription business with an award-winning product.
- Benefits: Hybrid work, generous bonus, and strong learning opportunities.
- Other info: Inclusive workplace celebrating diversity and offering career growth.
- Why this job: Make a real impact on customer engagement and retention while working with senior leadership.
- Qualifications: Experience in customer retention, subscription platforms, and data analysis.
The predicted salary is between 76500 - 93500 £ per year.
Our client is a fast-growing, in-house global DTC and subscription business experiencing rapid growth and disrupting the market in their sector. Having scaled rapidly on a global level, they have an award-winning, market-leading hero product and a global growth roadmap. This is a hybrid role with time in the London office, a generous bonus and range of other benefits along with direct access to senior leadership and strong learning and development support. This role is ideally 3-4 days in the lovely London office.
As a Retention Lead, responsibility sits with leading the company's customer retention strategy, with a primary focus on increasing customer lifetime value and delivering sustainable recurring revenue growth. Key accountabilities include:
- Ownership of subscription performance
- Developing data-led test-and-learn initiatives to reduce churn and improve retention
- Analysing customer and commercial performance to identify growth opportunities
The position works cross-functionally with CRM, digital, and product teams to optimise lifecycle journeys, improve conversion among returning customers, support new product launches, and provide performance insights that inform future development. Additional responsibilities include:
- Planning and executing acquisition recovery and retention offers throughout the year
- Conducting market and customer research to uncover new growth opportunities
- Developing loyalty and advocacy programmes that strengthen customer engagement and referral activity
- Delivering strategic reporting and actionable insights to senior leadership to support business decision-making
Skills & Experience
- Expertise in customer retention and subscription growth
- Hands-on experience with subscription platforms such as Loop, Recharge, Skio, or similar
- Strong experience using Klaviyo, Braze, or equivalent email/SMS marketing platforms
- Genuine curiosity about customer behaviour and factors that influence retention
- Proven ability to analyse data, identify opportunities, and translate insights into action
- Excellent communication and stakeholder management skills
- Ambitious and highly organised with strong strategic planning capabilities
- Creative problem-solver with a test-and-learn mindset
- Bonus if have used Shopify and supporting ecommerce tools (e.g. Lifetimely, PostPilot, Fondue)
If you want a retention and growth role where you can influence and impact at scale this is the one for you!
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