Retention Marketing Lead at Grind | London, UK | £50K/yr – £60K/yr

Retention Marketing Lead

London, UK (On-site)

£50K/yr – £60K/yrSenior LevelFull time

Posted 3 months ago

Job Summary

Own Grind's retention engine with a data driven plan, a high impact loyalty program, and cross functional delivery to lift LTV, reduce churn, and improve the end to end customer experience.

Own retention roadmap, loyalty program, and cross functional delivery to drive engagement, repeat purchases, and long term brand loyalty.
Lead experiments and new tech adoption to boost personalization, engagement, and performance across cohorts and channels.
Partner with analytics to create dashboards and forecasting that inform decisions and improve the customer experience.

Job Description

Responsibilities

Own and evolve Grind's customer retention strategy, setting clear objectives and targets to improve customer lifetime value, retention, satisfaction, and profitability.
Develop and maintain a data-driven retention roadmap, identifying opportunities to strengthen customer loyalty and reduce churn across the customer lifecycle.
Own the strategy, development, and performance of Grind's loyalty programme, leading cross-functional delivery to increase customer engagement, repeat purchase, and long-term brand loyalty.
Lead cross-functional projects and experimentation programmes, including A/B testing and the adoption of new technologies, to improve personalisation, engagement, and business performance.
Monitor, analyse, and report on key customer metrics, including retention, churn, reorder behaviour, customer satisfaction, and loyalty programme performance.
Lead customer research initiatives, surveys, and insight gathering activities, translating findings into actionable recommendations and strategic priorities.
Partner with data and analytics teams to develop reporting tools, dashboards, forecasting models, and customer insights that support decision-making.
Collaborate closely with Customer Service, Operations, Ecommerce, CRM, Product Development, and other stakeholders to identify friction points and improve the end-to-end customer experience.
Drive continuous improvement across retention channels, cancellation journeys, customer cohorts, and customer experience programmes through ongoing analysis and optimisation.

Requirements

ave.Proven experience in lifecycle marketing, ideally within a DTC or subscription business, with a track record of reducing churn and driving LTV growth.
Strong analytical and commercial mindset, using data to identify opportunities and prioritise high-impact initiatives.
Experience working cross-functionally with teams such as CRM, Product, Brand, Ops and Customer Experience.
A test-and-learn mindset, with curiosity to explore new ideas and technologies (including AI).
Strong communication skills, able to translate data into clear insights and actions.
Excellent organisation and adaptability in a fast-paced environment.
A proactive, growth-oriented mindset with a focus on continuous improvement.

Nice to have

ave…Experience in a subscription-based business.
Experience building or evolving loyalty programmes.
Experience developing churn or LTV models.

Benefits

Benefits and - perks.SpectrumLife: Access our confidential Employee Assistance Program (EAP) for personal and professional su - pport.
Referral Bonus: Earn a bonus for bringing great talent to our team (£250 for employees, £450 for mana - gers).
Stream: Take control of your finances with on-demand access to your earned wages, financial coaching, and - more.
Employee Loan: Access an interest-free loan of up to £1,000 to help with unexpected exp - enses.
Discounts online: Up to 40% off our retail line o - nline.
Crew Card: Enjoy 50% off all food and drinks, plus two free coffees a day at Grind loca - tions.
Team Events: Participate in regular team events and enjoy a stocked office with healthy breakfast and s - nacks.
Family & Friend Discounts: Special discounts for family and fr - iends.
Enhanced Maternity and Paternity: Enjoy enhanced maternity and paternity benefits once eli gible.

Grind

3.5 Glassdoor

Grind is a coffee company that lives in London. After opening Shoreditch Grind in 2011, the brand expanded across London with cafés and a production coffee roastery. 2020 changed Grind beyond recognition, and today Grind coffee is available online - through our direct-to-consumer coffee business led by the UK’s first compostable coffee pods for Nespresso machines - as well as around the world as the global coffee partner for Soho House.

Founded in 2011

London, England, GBR

240 employees (25 in marketing)

grind.co.uk

56% recommend to a friend

76% CEO approval