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Retention & Loyalty Manager / London (Hybrid)
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Retention & Loyalty Manager / London (Hybrid)
Join a fast-growing D2C brand on a mission to change the way people approach skincare, with real ownership of retention, loyalty, and customer LTV.
This is much more than a CRM execution role. You’ll own the post-purchase customer journey, using data and customer insight to improve retention, reduce churn, strengthen subscription performance, and build a loyalty program from the ground up.
This is such an exciting opportunity to help scale a fast-growing ecommerce brand internationally and take on real ownership from day one. Fantastic team and some great perks too including free gym membership, bonus, and share options!
Working 4 days in the London office and 1 day WFH.
Key Responsibilities
- Own the retention and lifecycle strategy across the full post-purchase journey
- Develop onboarding and habit-formation journeys that improve long-term retention
- Identify churn risks and build proactive interventions around key drop-off points
- Optimise the subscription experience across cadence, skip, swap, pause, and delivery
- Build intelligent cancellation and save flows based on different reasons for churn
- Use customer feedback and data to understand what’s driving cancellations and improve the customer journey
- Develop customer segmentation and tailored lifecycle strategies
- Design the loyalty program, including points, tiers, rewards, and redemption mechanics
- Track LTV by cohort, acquisition channel, and customer segment
- Work closely with Growth, Creative, Customer Service, and Product teams
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Key Requirements
- 3+ years’ experience in retention, lifecycle, or CRM
- Experience owning retention or LTV within a D2C subscription business
- Strong hands-on Klaviyo experience, including building and QA’ing flows
- Comfortable working with cohort data, LTV, and churn analysis
- Experience with loyalty or rewards programs
- Strong commercial and analytical mindset
- Confident turning customer insights into clear actions and briefs
- D2C experience, ideally within health & wellness or beauty
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If you’re a retention specialist who loves getting under the skin of customer behavior, subscription performance, and LTV, this is a brilliant opportunity to have a genuine impact on a growing D2C brand.
Apply now for more information.
Diversity, equity & inclusion
We are committed to building a diverse and inclusive team. We welcome applications from all backgrounds and are committed to creating a workplace where everyone feels valued and supported.
Data protection
Any personal data you provide during the recruitment process will be processed in accordance with applicable data protection legislation and used solely for recruitment purposes.
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