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For Companies At a Glance
- Tasks: Lead customer retention strategies and enhance loyalty through innovative lifecycle management.
- Company: Join a dynamic brand focused on long-term customer value and engagement.
- Benefits: Competitive salary, bonus, hybrid work model, and comprehensive benefits.
- Other info: Collaborative environment with opportunities to work cross-functionally and grow your career.
- Why this job: Make a real impact by driving customer loyalty and reducing churn in a strategic role.
- Qualifications: 5+ years in retention or CRM roles with proven success in managing retention metrics.
The predicted salary is between 40000 - 50000 £ per year.
We’re partnering with WillPowders on a key hire as they continue to scale and invest in long-term customer value. With a highly engaged and loyal customer base, the brand is now focused on building a best-in-class retention function, turning strong acquisition into sustained growth through lifecycle strategy, loyalty and repeat purchase.
The Role
You’ll own the full customer lifecycle from post-acquisition onwards defining how the brand drives repeat purchase, reduces churn and increases lifetime value. This is a strategic role, not a channel execution position. You’ll set the retention strategy across email, SMS, loyalty and community, working with internal teams and partners to deliver against it, while owning the commercial outcomes.
What You’ll Do
- Own the full post-acquisition lifecycle: onboarding, repeat purchase, loyalty and win-back
- Define and lead the retention strategy across all lifecycle channels
- Map the customer journey and identify key drop-off points and growth opportunities
- Own retention KPIs (repeat rate, CLV, churn, purchase frequency)
- Build and manage a retention performance dashboard and reporting cadence
- Translate customer data into commercial insight and business decisions
- Set strategy and briefs for email, SMS, loyalty and community channels
- Oversee execution via internal teams and agencies
- Lead subscription and loyalty strategy, including churn prevention
- Work cross-functionally with Ecommerce, Growth, Product and Finance
What We’re Looking For
- 5+ years in retention, CRM or lifecycle roles within a DTC or subscription brand
- Proven ownership of retention metrics (CLV, repeat purchase, churn)
- Experience setting strategy across multiple channels (email, SMS, loyalty)
- Strong commercial understanding of retention and its impact on performance
Retention Lead employer: WillPowders
Contact Detail:
WillPowders Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Retention Lead
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work at companies you're interested in. A friendly chat can open doors and give you insights that job descriptions just can't.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to retention strategies. We recommend role-playing with a friend or using mock interview tools to boost your confidence.
✨Tip Number 3
Showcase your skills through real-life examples. When discussing your experience, focus on specific metrics you've improved, like CLV or churn rates, to demonstrate your impact in previous roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Retention Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Retention Lead role. Highlight your experience in retention, CRM, and lifecycle management, especially if you've worked with DTC or subscription brands. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about retention strategies and how you can drive customer loyalty. Be sure to mention specific metrics you've improved in past roles – we love numbers!
Showcase Your Strategic Thinking: In your application, demonstrate your ability to think strategically about customer lifecycles. Share examples of how you've mapped customer journeys or identified growth opportunities. We’re looking for someone who can own the full post-acquisition lifecycle!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates. Plus, it shows you’re keen to join our team at StudySmarter!
How to prepare for a job interview at WillPowders
✨Know Your Metrics
Make sure you’re familiar with key retention metrics like CLV, repeat purchase rates, and churn. Be ready to discuss how you've influenced these metrics in your previous roles. This shows you understand the commercial impact of retention strategies.
✨Map the Customer Journey
Before the interview, take some time to think about the customer journey and identify potential drop-off points. Be prepared to share your insights on how you would improve the customer lifecycle and drive repeat purchases.
✨Showcase Your Strategic Thinking
This role is all about strategy, so come armed with examples of how you’ve developed and executed successful retention strategies across various channels. Highlight your experience with email, SMS, and loyalty programmes to demonstrate your versatility.
✨Collaborative Mindset
Since this position requires working cross-functionally, be ready to discuss how you’ve collaborated with teams like Ecommerce, Growth, and Product in the past. Share specific examples of how teamwork has led to successful outcomes in your retention efforts.