Responsibilities

• Own and evolve our CRM and retention strategy end-to-end, with clear accountability for LTV, repeat rate, and churn reduction.
• Build out our retention channel strategy, taking ownership of existing channels (Klaviyo, PaperRun) whilst evaluating new channels.
• You will think commercially to understand our flows, where they are performing and where we can make targeted improvements.
• Lead a rigorous testing and experimentation roadmap, continuously improving performance through data-driven iteration.
• You will take ownership of the performance of campaigns, implementing learnings to drive incremental improvement to our touch points.
• Work cross-functionally with brand, growth, and CX to deliver a seamless, personalised customer experience at every touchpoint

Requirements

• Proven experience owning and improving retention for a DTC subscription business is essential
• Experience managing a (small) team
• Strong analytical skills, you are at home in cohort data and know how to surface key insights
• Hands-on experience with CRM systems (e.g. Klayivo, Attentive, WhatsApp)
• Ability to think holistically about the customer lifecycle, balancing customer experience with commercial needs
• Strong prioritisation skills - you are comfortable balancing competing priorities and working on the highest value items

Preferred

• Ability to build dashboards in BI tools
• Knowledge of SQL

Benefits

• A chance to play a part in banishing single-use plastic from the bathroom
• A salary of £60,000 - £70,000 depending on skills & experience
• Hybrid working with Tuesdays, Wednesdays and Thursdays in our London (Shoreditch) office
• 33 days annual leave, including flexible bank holidays + a day off for your birthday – we encourage you to take time off to switch off, rest and recharge.
• Our WellHub membership with a range of fitness & wellbeing options - we care about our team’s wellness, from physical to mental health
• Share options after probation, so that you can benefit from our growth
• Gym membership