Retention Marketer
MailBakes
UK (Remote)
£2K/mo - £4K/moIn-housePermanentMid level
3 weeks ago
Retention Marketing Manager
London, UK (Hybrid)
£60K/yr – £75K/yrMid LevelFull time
Posted 3 weeks ago
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Job Summary
Own end-to-end retention emails for a high-volume monthly subscription base, building save flows and segmentation tied to tenure and cancel indicators while running structured tests and aligning with the lifecycle team and BI churn signals.
- Retention Engine: Own the email-led retention programme and improve save rates through targeted flows and tests.
- Segmentation & Triggers: Build tenure/engagement-based segments and trigger logic from behavioural signals.
- Cross-functional Alignment: Coordinate with Lifecycle Marketing, BI, and Legal to sequence activity, feed churn insights, and ensure regulatory compliance.
Job Description
Responsibilities
- Own and continuously optimise the end-to-end email retention programme for the month-to-month subscriber base.
- Design, build and iterate save flows targeting subscribers at elevated churn risk, using behavioural and transactional signals to trigger timely interventions.
- Develop and maintain segmentation frameworks that reflect subscription tenure, engagement depth and cancel-intent indicators.
- Run a structured testing programme across subject lines, send cadence, offer mechanics, and message framing to improve save rates and reduce passive churn.
- Monitor and report on core retention email metrics: save rate, cancel deflection, reactivation rate, open-to-save conversion, and revenue retained.
- Partner with our Business Information Team to identify leading churn indicators and feed these into automated trigger logic.
- Collaborate with Director of Lifecycle Marketing and other stakeholders to ensure retention email activity is sequenced correctly and does not conflict with acquisition or engagement programmes.
- Work with the Legal Team to ensure all retention communications meet regulatory.
Requirements
- Demonstrable experience managing retention email programmes within a high-volume monthly subscription-based environment
- Hands-on experience building and executing email campaigns and automated journeys (e.g. HubSpot, Salesforce, Braze, etc.)
- Experience managing large customer bases (thousands of users/customers), ideally in subscription or SaaS models
- Strong analytical skills, with the ability to translate data into actionable retention strategies
- Experience segmenting audiences and personalising communications at scale
- Commercial mindset with a clear understanding of churn and retention
- Ability to operate independently and work cross-functionally with other departments
Benefits
- £65–90k and comprehensive benefits package
- Hybrid working model
- High-impact role with ownership of retention performance
- Real opportunities for progression as the business scales
- The chance to influence both customer experience and product development
- A culture that values ownership, impact, and continuous learning
1st Formations
1st Formations is the UK's leading company formation agent. Founded in 2014, we have formed over 1 million companies and assisted many thousands of clients to grow their business with expert advice on limited companies, reporting requirements, and corporate governance. Customer service excellence is the driving force of what we do. Our highly trained team is devoted to supporting our customers before, during, and after the company formation process. As a certified B Corp, we are committed to purpose-driven business and have long championed initiatives that advance equality, foster inclusion, and drive sustainable growth.
