Spotlight Recruitment
Retention Lead
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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.
About the Role
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
- 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
- Provide performance insights that inform future development
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
- Delivering strategic reporting and actionable insights to senior leadership to support business decision-making
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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, PostPilot, 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!
Additional Information
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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.
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To ensure that your application is reviewed quickly by the right Consultant, please apply directly via the LinkedIn advert.
Due to the volume of response that we receive, we may not be able to respond individually to every applicant but will contact you within 5 working days if your application has been successful.
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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