Public Nectar
Senior Retention Manager
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Role: Snr. Retention Manager
Function
Email Marketing, SMS, WhatsApp, CRM, Lifecycle Marketing
Reports to
Head of Email Marketing
Core Responsibility
Drive profitable customer retention and lifecycle value for our ecommerce clients through strategic CRM programme management and execution.
KPI
- Client LTV growth
- Retention revenue contribution
- Churn reduction
- Client satisfaction scores
About Public Nectar
Public Nectar is where performance meets purpose. We design performance marketing systems that connect and convert so that business leaders can lead business. The way we do it is simple: meticulously, prioritising profit, so that you can grow - always reaching, always evolving.
We're a fast-growing performance marketing agency working with some of the UK's most exciting ecommerce and DTC brands. We sit at the intersection of paid media, creative strategy, and lifecycle marketing — helping brands acquire, convert, and retain customers at scale.
Our Values
- Winners Win: Winning is in our DNA - rain or shine, we get the job done and don't stop until it's done right.
- Full Ownership: Accountability is our North Star. When we own our work and focus on solutions, we grow.
- Integrity: Do what's right, not what's easy. A moral compass is non-negotiable.
- Never Stand Still: Geared for growth, we're constantly evolving, always improving. We subscribe to the 1% philosophy – that 1% progress, every day, takes you to extraordinary heights.
- High Energy: Passion fuels performance. Our differentiator is our enthusiasm, the energy we bring to the arena.
Core Responsibilities
Strategy & Client Leadership
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- Own retention strategy across your client portfolio, developing tailored lifecycle roadmaps aligned to each brand's growth stage and commercial goals.
- Lead client-facing retention conversations: presenting strategy, interpreting performance data, and making proactive recommendations.
- Identify gaps and opportunities in client CRM programmes, pitching new initiatives before clients ask for them.
- Contribute to new business pitches where retention is a core service pillar.
CRM Execution & Programme Management
- Build and optimise automated lifecycle flows — welcome series, post-purchase, win-back, subscription renewal, loyalty, and more.
- Plan, brief, and manage campaign calendars across email and SMS, coordinating with creative and copy resources.
- Develop intelligent segmentation strategies based on purchase behaviour, engagement signals, product affinities, and lifecycle stage.
- Manage Klaviyo (primary platform) across multiple client accounts, including flows, campaigns, lists, segments, and integrations.
Testing, Optimisation & Reporting
- Design and run structured A/B and multivariate testing programmes across subject lines, send times, content, offers, and flows.
- Own retention reporting across your client accounts — tracking LTV, repeat purchase rate, churn, revenue contribution, engagement, and deliverability.
- Transform performance data into clear, commercial insights and present these confidently to clients and internal stakeholders.
- Continuously audit performance and proactively raise opportunities without waiting to be asked.
Cross-Channel Integration
- Work closely with paid media teams to align retention activity with acquisition strategy — ensuring messaging, offers, and timing are coherent across the customer journey.
- Support clients expanding into SMS, direct mail, WhatsApp, and loyalty programmes — advising on platform selection, mechanics, and strategy.
- Stay close to the evolving CRM landscape, bringing best-in-class ideas and tools to the team and clients.
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Skills & Experience
Essential
- 2+ years of hands-on CRM or lifecycle marketing experience, ideally within ecommerce, DTC, or subscription brands.
- Expert-level Klaviyo knowledge - flows, campaigns, segmentation, deliverability, and integrations.
- Solid understanding of Shopify and how it connects to CRM and retention mechanics.
- Solid Understanding of Figma - This is our main design tool, knowing your way around it is important.
- Strong commercial instinct - you think in LTV, churn rates, and revenue contribution, not just open rates.
- Confident communicator: you can translate technical CRM into clear strategic direction for clients.
- Highly organised with ability to manage multiple client workstreams simultaneously.
- Analytical by nature, creative in application - comfortable in spreadsheets and reviewing campaign briefs.
Desirable
- Agency-side experience or experience managing CRM across multiple brands simultaneously.
- Exposure to SMS platforms (Attentive, Postscript, SMSBump) and/or loyalty tools (Yotpo, LoyaltyLion, Smile.io).
- Experience with subscription platforms (Recharge, Skio, Stay.ai).
- Familiarity with broader marketing analytics - Meta Ads, Google Analytics, attribution tools.
- Experience evaluating and recommending CRM stack upgrades.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
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