At a Glance
- Tasks: Lead retention strategies and optimise customer engagement across various channels.
- Company: Join thortful, a vibrant online greetings card marketplace with a mission to be unique.
- Benefits: Enjoy hybrid working, flexi time, generous leave, and personal development opportunities.
- Other info: Be part of a team that cares about sustainability and supporting independent creators.
- Why this job: Make a real impact in a creative environment that values originality and collaboration.
- Qualifications: Experience in retention and CRM, with strong communication and leadership skills.
The predicted salary is between 45000 - 55000 £ per year.
Join the rebellion against bland. We’re on a mission to rid the world of generic sentiment. To make it more thortful. One brilliantly specific card at a time. We’re not looking for followers. We’re looking for smart, opinionated, high-performing humans who challenge the status quo. People who:
- Back themselves.
- Push ideas further.
- Take smart risks (not reckless ones).
- Have strong opinions, lightly held.
- Are good to work with.
We’re transforming a category. That takes ambition, focus and character. If you want to hide in the middle, we’re not your people. If you want to help shape what comes next, pull up a chair.
Who we are: We’re thortful, an online greetings card marketplace powered by 6,000+ independent creators. With 85,000+ brilliantly original cards, we help people find that “so us” connection, from milestone birthdays to “congrats on the boob job” moments. Every sale puts real money into the pockets of independent creators. Our print-on-demand model means no warehouses full of waste. Every card is born in Sheffield. We are 100% recyclable and use vegan inks. Through our sustainability partner Ecologi, we’ve funded 4,450 trees and avoided 630.04 tonnes of CO₂e.
Who we’re looking for: The challengers. The smart risk-takers. The go-getters who know progress beats perfection. The ones who’d rather ask “why not?” than “are we allowed?” Who speak up with honesty, clarity and kindness. Who do what they say they’re going to do. Brave and thoughtful. Ambitious but decent. Fearlessly original. Endlessly curious. Collaborative. Low ego. High standards.
The role: We’re looking for a Senior Retention Manager to join our marketing team, initially on a 3 month FTC basis, and reporting into our Marketing Director.
What you’ll be doing:
- Support in the development of the retention strategy to drive repeat rate, frequency and LTV, and execute on this.
- Identify and drive onsite opportunities to improve engagement, conversion and repeat behaviour.
- Lead day-to-day CRM performance across email, push and SMS, continuously optimising lifecycle journeys (onboarding, repeat, reactivation).
- Line manage and develop a CRM team (1 direct report, 2 team members in total), providing clear direction, coaching and accountability.
- Drive retention performance against key KPIs, using testing, insight and optimisation to improve impact and efficiency over time.
- Identify and prioritise the highest-impact opportunities across lifecycle, product and channels.
- Work cross-functionally with Brand, Product, Ops and Customer Happiness teams to improve the end-to-end customer experience and reduce friction.
- Develop and evolve long-term LTV drivers, including programmes such as xtrathortful to increase customer loyalty and lifetime value.
- Execute retention plans for key trading moments, including Christmas and Q1 occasions, ensuring activity is set up to maximise peak performance.
About you: You have strong experience in retention, CRM and lifecycle marketing, ideally within e-commerce or a fast-paced digital business. You’re both strategic and hands-on - able to set direction, but equally happy getting into the detail to deliver. You possess a good technical understanding and are a proficient user of Bloomreach. You’re confident working cross-functionally with Brand and Product teams to drive better customer outcomes. You’re great at building relationships with both internal and external stakeholders. You’re a strong communicator, able to translate data into clear, actionable insights and recommendations. You have experience managing and developing team members, bringing clarity, structure and accountability. You’re naturally curious and proactive, always looking for new opportunities to improve the customer experience and drive value. You bring a challenger mindset and are comfortable questioning the status quo, pushing thinking forward and finding smarter ways to win in a competitive market. You’re passionate about what we do and want to be part of our vision to make the world a more thortful place, one card at a time.
Some of the thortful perks:
- Hybrid working model
- Flexi time
- One work from anywhere week per quarter
- 25 days annual leave plus bank holidays (increasing with length of service)
- Private health insurance with Vitality
- Life Assurance
- Sanctus coaching for personal and professional development
- thortful credits worth £300 per year
- A minimum of 4 learning and development days per year
- Departmental learning and development budget
- Cycle to work scheme and interest free travel loan
- Salary Exchange Pension
- Staff discounts and employee referral scheme
- Regular team socials
- Enhanced parental leave (subject to length of service)
- Birthday wheel of thortune
Excited about this role but worried that you don’t meet all the criteria? As with our creative marketplace, we’re after voices from all different walks of life who are united by a truly thortful outlook on life. So if your past experience doesn't perfectly align to the job description, apply anyway!
Senior Retention Manager employer: thortful
At thortful, we pride ourselves on being an exceptional employer that champions creativity and individuality. Our vibrant work culture encourages smart risk-taking and collaboration, while our commitment to employee growth is evident through generous learning opportunities and a supportive environment. Located in Sheffield, we offer unique benefits such as a hybrid working model, flexible hours, and a focus on sustainability, making us the perfect place for those looking to make a meaningful impact in the world of greetings cards.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Retention Manager
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet. Remember, it’s all about who you know!
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Get to know thortful’s mission and values so you can show how you fit right in. Be ready to share your ideas on how to make things more thortful!
✨Tip Number 3
Practice your pitch! You want to be able to clearly communicate your experience and how it aligns with the role of Senior Retention Manager. Keep it concise but impactful – think of it as your personal brand statement.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can leave a lasting impression. It shows you’re genuinely interested and gives you another chance to reiterate why you’re the perfect fit for the team.
We think you need these skills to ace Senior Retention Manager
Some tips for your application 🫡
Be Yourself:We want to see the real you! Don’t be afraid to let your personality shine through in your application. Share your unique experiences and perspectives that make you a great fit for our thortful mission.
Show Your Passion:Let us know why you’re excited about this role and our vision. We love candidates who are genuinely passionate about what we do, so don’t hold back on expressing your enthusiasm for making the world more thortful!
Tailor Your Application:Make sure to customise your application to highlight how your skills and experiences align with the Senior Retention Manager role. We’re looking for specific examples of how you’ve driven retention and engagement in the past.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just a few clicks and you’re done!
How to prepare for a job interview at thortful
✨Know Your Stuff
Before the interview, dive deep into thortful's mission and values. Understand how they challenge the status quo in the greetings card market. Be ready to discuss how your experience in retention and CRM aligns with their goals of making the world more thortful.
✨Show Your Challenger Mindset
Prepare examples that showcase your ability to question norms and push ideas further. Think about times when you took smart risks in your previous roles and how those decisions led to positive outcomes. This will resonate well with their search for go-getters who aren't afraid to ask 'why not?'
✨Be Data-Driven
Since the role involves optimising CRM performance, come equipped with insights from your past experiences. Be ready to discuss specific metrics you've improved and how you used data to drive retention strategies. This will demonstrate your technical understanding and strategic mindset.
✨Emphasise Collaboration
Thortful values teamwork, so highlight your experience working cross-functionally. Share stories about how you've collaborated with different teams to enhance customer experiences. This will show that you're not just a lone wolf but someone who thrives in a collaborative environment.
