Responsibilities

• You’ll own the full customer lifecycle from post-acquisition onwards defining how the brand drives repeat purchase, reduces churn and increases lifetime value.
• This is a strategic role, not a channel execution position.
• You’ll set the retention strategy across email, SMS, loyalty and community, working with internal teams and partners to deliver against it, while owning the commercial outcomes.
• Own the full post-acquisition lifecycle: onboarding, repeat purchase, loyalty and win-back
• Define and lead the retention strategy across all lifecycle channels
• Map the customer journey and identify key drop-off points and growth opportunities
• Own retention KPIs (repeat rate, CLV, churn, purchase frequency)
• Build and manage a retention performance dashboard and reporting cadence
• Translate customer data into commercial insight and business decisions
• Set strategy and briefs for email, SMS, loyalty and community channels

Requirements

• 5+ years in retention, CRM or lifecycle roles within a DTC or subscription brand
• Proven ownership of retention metrics (CLV, repeat purchase, churn)
• Experience setting strategy across multiple channels (email, SMS, loyalty)
• Strong commercial understanding of retention and its impact on P&L
• Data literate comfortable analysing customer behaviour and cohort performance
• Experience with tools such as Klaviyo, Recharge and LoyaltyLion
• Confident working cross-functionally and influencing senior stakeholders

Preferred

• Experience in wellness, supplements or high repeat-purchase categories a plus

Benefits

• Private healthcare, pension, life insurance
• 25 days holiday + bank holidays
• Product discount
• On-site gym, PT, spa & biohacking facilities
• Weekly food provided for the office
• Relocation support (if applicable)