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About Zima
Launched in 2020, Zima is a global market-leading Health Tech scale-up and one of the fastest-growing companies in the UK. We are aggressively disrupting a stagnant multibillion-pound global industry by merging cutting-edge product innovation with world-class performance marketing. Our hero product, the Dental Pod, has fundamentally redefined oral appliance care for over a million customers across 40+ countries.
We foster a dynamic, ambitious culture, and we’re looking for a passionate individual ready to take ownership as a Retention Lead.
Why This Opportunity is Exciting
- Commercial Ownership: Own the subscription model at a rapid growth, global DTC brand, including the growth and retention strategies and the underlying economics.
- Proven model, untapped potential: The Dental Pod and tablets replicate the best-in-class D2C razor blade model: hardware that drives recurring consumable revenue. The subscription mechanics are proven; and there is opportunity to scale them significantly.
- Category leader in a growing market: Zima is already the global market leader in oral appliance care, a category that is expanding fast. This role is about building on that position, not catching up to competitors or following a playbook.
- New products, new opportunities: Zima has an active product development roadmap. You'll work closely with the product team to integrate new launches into retention strategy, shaping how they land with the existing customer base.
- Innovative Environment: Collaborate with a fast-thinking, high-performance team that values creativity and initiative.
About the Role
As the Retention Lead at Zima, you’ll be driving business-wide customer LTV, building long-term value from the first touchpoint.
Key Responsibilities
- Own subscription model performance and strategies: Build a test-and-learn framework with clear reporting and iteration cycles to continuously reduce churn and grow ARR.
- Performance Analytics: Analyse performance metrics to continuously seek opportunities and insights to identify growth strategies.
- Lead and drive broader retention strategies: Work with the website and CRM teams to optimise returning customer conversion and lifecycle flows.
- Product: Work closely with the product team to launch new products and feed back with opportunities and performance insights for further product development.
- Seasonal & BAU Offer Execution: Strategise compelling offers that effectively re-acquire and retain customers throughout the year.
- Market Research & Analysis: Gather market research and customer feedback to identify new opportunities for growth.
- Brand loyalty: Build loyalty and advocacy programmes that reward long-term subscribers and drive referral, retention and brand loyalty.
- Reporting & Insights: Provide actionable insights and detailed reporting to senior leadership, guiding strategic decision-making.
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About You
You are an exceptional individual who:
- Thrives in a fast-paced, high-pressure environment.
- Has a considered, logical, and strategic approach to problems.
- Is results-focused.
- Is proactive and self-motivated, spots opportunities, makes decisions, and proposes innovative solutions.
- Is genuinely curious about customer behaviour: why people commit, why they leave, and what actually changes outcomes versus what just looks good on a dashboard.
- Embraces the opportunity to work on tasks beyond your experience level, continuously seeking growth and development.
- Is excited by working in a dynamic, high-performance team.
- Possesses a strong drive for success and career advancement.
Required Skills and Experience
- 3-5 years of experience in a retention-focused role in a consumer product business with a subscription model.
- Experience with Loop, Recharge, Skio, or a comparable subscription management platform.
- Experience with Klaviyo, Braze, or similar email/SMS tools.
- Proven ability to analyse data and translate insights into strategic actions.
- Excellent writing and communication skills.
- Organised and a strategic thinker with strong planning abilities.
- Naturally creative with an ability to think outside the box.
- Excellent academic track record.
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Additional Preferred Skills
- Experience with Shopify and related ecommerce tools such as Lifetimely, PostPilot, and Fondue.
- Experience working in small, high-performance teams.
- Background in health tech.
- Experience with digital marketing platforms.
- Multilingual capabilities.
Location
In office (London) or Hybrid.
Salary
Competitive salary plus a growth-based bonus scheme.
Benefits
- 28 days holiday (plus bank holidays)
- High-value growth-based incentives
- Opportunities for highly accelerated career paths
- Weekly socials with different activities and experiences to get involved in
- Monthly Barry's Bootcamp passes
- Direct access to senior leadership
- Cycle to Work scheme
This is Zima
The oral appliance industry is rapidly expanding, yet it’s still dominated by large, slow-moving conglomerates. At Zima, we’ve seized the opportunity to innovate and leverage modern marketing and distribution channels to become industry leaders. With our ambitious product development roadmap and market-leading products, we’re not just following the future of the space - we’re actively shaping it.
- Over 1 million customers
- Proven physical retail (find us in Boots!)
- Sold in 40+ countries
- One of the fastest-growing companies in the UK
- Team culture: high performance, collaborative, and ambitious
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