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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