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