Head of Retention

SheMed is transforming women’s healthcare with bold innovation and a relentless focus on results. As leaders in personalised healthcare, we empower women on their weight loss journeys through science-backed, GLP-1 focused programmes designed for sustainable, long-term success. Combining cutting-edge technology, tailored treatments, and a deep commitment to patient-centric care, we are setting a new standard in healthcare that puts women first.

With the energy and ambition of a start-up, we’re breaking barriers and redefining the healthcare experience. Innovation drives everything we do from crafting intuitive, results-oriented programmes to seamlessly integrating healthcare into the fast-paced lives of modern women.

Please note: This is an office-based role, Monday to Friday, 9am – 6pm. We are based in Euston, London.

Purpose of Role

SheMed is looking for a Head of Retention to own our end-to-end retention strategy, from the numbers that define success to the team and processes that deliver it. You’ll set the strategic direction for how we keep members engaged and in-programme for longer, and you’ll build the operating model and team needed to execute it.

This is a build-and-run role. You’ll spend the first chapter defining the strategy and standing up the team and testing infrastructure, and every chapter after that using data and experimentation to compound retention gains. You’ll work daily across Product, Tech, CRM, Support and Strategy, and you’ll be the person leadership turns to for “what’s our retention number going to be, and what are we doing about it.”

What You'll Work On

• Own the retention strategy
  • Define SheMed’s end-to-end retention strategy, from onboarding through renewal, and translate leadership goals into a clear roadmap with owners and outcomes.
  • Set the retention agenda rather than just coordinate other people’s initiatives, make the call on where to invest, what to sunset, and what to prioritise when trade-offs come up.
  • Own the retention P&L logic: understand how retention moves LTV, CAC payback, and overall unit economics, and make the case for investment accordingly.
• Build and lead the team
  • Design and build out a dedicated retention function, define the roles you need (e.g. lifecycle, retention analyst, experimentation), hire, and manage the team as it grows.
  • Set ways of working for the function: how work gets prioritised, how experiments get greenlit, how wins get shared back to the business.
• Test, learn, and experiment
  • Build a structured experimentation programme (A/B and multivariate testing) covering lifecycle messaging, in-app journeys, onboarding, win-back, and pricing/packaging levers that affect retention.
  • Establish a test-and-learn cadence: hypothesis backlog, prioritisation framework, statistical rigour, and a clear loop from insight to shipped change.
  • Be scrappy where speed matters and rigorous where the stakes are high, know which mode a given initiative calls for.
• Drive cross-functional execution
  • Be the connective tissue across Marketing, Product, Tech, Clinical, CRM and Support so retention tactics are aligned, not duplicated, and executed with clear accountability.
  • Partner with Product and Clinical to introduce features that support retention directly, habit-forming mechanics, health tracking, milestone recognition, member-exclusive content.
  • Support the design of segmented, personalised email, SMS, and in-app journeys tied to customer education, milestones, and health goals.
• Measure and report
  • Partner with the data team to define success metrics for every retention initiative; own churn rate, LTV, cohort retention curves, and forecasting.
  • Work with the data team to build retention dashboards and reporting that show what’s working, what isn’t, and why and then importantly use them to drive decisions, not just describe history.
  • Report on progress against KPIs monthly, quarterly and annually to leadership.
• Build the voice-of-member feedback loop
  • Launch in-product surveys, calls, and forums to understand why members stay and why they leave.
  • Turn qualitative insight (Product, CX, Marketing) into an actionable, prioritised backlog of retention initiatives.