At a Glance
- Tasks: Lead customer retention strategies and boost customer lifetime value.
- Company: Fast-growing global DTC and subscription business in London.
- Benefits: Up to £85k salary, generous bonus, hybrid work, and strong learning support.
- Other info: Inclusive workplace celebrating diversity and offering excellent career growth.
- Why this job: Make a real impact on customer engagement and retention in a dynamic environment.
- Qualifications: 4-6+ years in customer retention or CRM, with strong analytical skills.
The predicted salary is between 76500 - 93500 £ per year.
Retention Lead | Inhouse DTC/Ecommerce | Hybrid London | up to £85k plus bonus
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, and 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.
This is an agile environment, 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, and delivering strategic reporting and actionable insights to senior leadership to support business decision-making.
Skills & Experience
- 4-6+ years' experience in customer retention, CRM, lifecycle marketing, or subscription growth within a consumer brand.
- 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.
- Strong academic and professional track record.
- Bonus if have used Shopify and supporting ecommerce tools (e. g. Lifetimely, Post Pilot, Fondue).
If you have a background in retention, loyalty, CRM and want an inhouse retention and loyalty role where you can influence and impact at scale this is the one for you!
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, please contact us and we’ll do everything we can to help.
This information will be treated as confidential and used only for the purpose of determining any adjustments you may need for the interview process.
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, please contact us and 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.
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Retention Lead employer: Spotlight Recruitment
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StudySmarter Expert Advice🤫
We think this is how you could land Retention Lead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Spotlight Recruitment. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Spotlight Recruitment before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Retention Lead
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Spotlight Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at Spotlight Recruitment specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Spotlight Recruitment!
How to prepare for a job interview at Spotlight Recruitment
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
