Loyalty & Retention Lead

Our client is a fast‑scaling global DTC beauty & wellness brand, hiring a Retention & Loyalty Manager to own LTV, subscription health, churn reduction and loyalty strategy across the full post‑purchase journey. Based in stunning London offices (think rooftop terrace, sauna, plunge pool, gym, cafe!) this is a hybrid with 4 days in office as part of a highly collaborative team. Core hours are 10-4, so if you prefer to start early you can head off at 4 or prefer to start later also fine!

The products are in the wellness, skincare and supplements space, and the efficacy and success of the products has led to rapid global expansion, heading to become market leader. As Loyalty & Retention Manager you will be leading a strategic lifecycle role, perfect for someone who loves customer behaviour, subscription optimisation and building journeys that drive long‑term retention.

This role will look closely at customer behaviour, to try to understand the journey of the consumer from the starting point, from onboarding and habit formation through subscription health, churn intervention, and loyalty. This is a strategic role, not purely CRM and is part of a new and very motivated marketing team that is growing quickly.

In skincare, the first order is just the beginning. We're looking for a retention‑obsessed growth marketer who understands that lasting customer relationships are built through exceptional experiences, meaningful engagement, and a deep understanding of what keeps customers coming back. You'll own the strategy behind customer loyalty, subscription growth, and lifecycle marketing—turning one‑time buyers into lifelong advocates while driving measurable impact on retention, LTV, and customer satisfaction.

• Design unforgettable post‑purchase experiences. Craft onboarding and lifecycle journeys that educate, inspire, and build lasting loyalty from day one.
• Elevate our subscription programme. Optimise every touchpoint across cadence management, skip, swap, and pause journeys to create a seamless customer experience that increases retention.
• Reduce churn before it happens. Identify key risk moments within the customer journey and develop proactive interventions that keep customers engaged and delighted.
• Transform cancellations into conversations. Build intelligent save strategies and personalised retention pathways tailored to customer motivations and feedback.
• Turn customer insights into action. Leverage Gorgias and customer feedback loops to uncover friction points, solve problems, and continuously improve the customer experience.
• Create highly personalised journeys. Develop sophisticated segmentation strategies that deliver the right message to the right customer at exactly the right time.
• Build a loyalty programme customers love. Design rewarding experiences, tier structures, and member benefits that deepen brand affinity and increase repeat purchasing.
• Own customer value performance. Measure and optimise LTV across cohorts, acquisition channels, and customer personas to uncover opportunities for sustainable growth.

• Strong experience in Retention, CRM, or Lifecycle Marketing within a DTC brand or subscription environment.
• Hands‑on Klaviyo expertise with the ability to build, optimise, and scale sophisticated customer journeys.
• A track record of moving retention metrics and owning KPIs such as repeat purchase rate, churn reduction, subscription growth, and customer lifetime value.
• A commercially‑minded analytical approach with confidence in cohort analysis, churn modelling, and translating data into action.
• Experience building loyalty programmes including rewards, tiers, points mechanics, and customer engagement strategies.
• A passion for consumer brands, ideally within beauty, skincare, wellness, or subscription‑led ecommerce.

This is an opportunity to sit at the heart of a fast‑growing skincare brand where customer experience, loyalty, and retention are key growth drivers. You'll have the freedom to experiment, test, and shape a retention strategy that directly influences customer love, lifetime value, and long‑term business success. If you're excited about creating customer journeys that feel as personalised and effective as the skincare products themselves, we'd love to hear from you.

• Bonus + EMI share options
• Hybrid: 4 days office (Central London), 1 WFH
• On‑site gym, sauna, terrace, cafe and sociable team
• 25 days holiday + BH
• 2 weeks remote working abroad
• Annual training fund
• The opportunity to join an exciting rapidly growing scale up business, with a collaborative, friendly and driven team.

Spotlight Recruitment is an Equal Opportunities Employer. Our focus is to ensure we're inclusive every day, helping our clients to recruit and build organisations that reflect modern society and celebrate diversity in all its forms. We want our candidates to feel that they belong and can be their best, regardless of background, identity or culture and we especially welcome applications from under‑represented groups. If you need any adjustments to support your application, such as information in alternative formats or special requirements for accessibility, we’ll do everything we can to help. We are committed to supporting candidates who may need alternative arrangements. This information will be treated as confidential and used only for the purpose of determining any adjustments you may need for the interview process. We are required to verify that candidates and employees meet the eligibility criteria to reside and work in the location specified. Unfortunately, we cannot offer visa sponsorship for candidates requiring a work permit in this location.