We are currently recruiting for a commercially minded, data driven Retention Manager to join a fast growing female health and wellness brand. This is an exciting, fully remote opportunity for an experienced retention or CRM marketing professional to take ownership of customer retention, subscriptions and customer lifetime value strategy, helping to scale a premium, science backed wellness business and drive long term recurring revenue.
There may be flexibility on the job title for the right candidate, depending on their previous experience, expertise and level of seniority.
As Retention Manager, you will own the retention, subscription and customer lifetime value strategy across multiple markets. You will manage the full post purchase customer journey, from onboarding and activation through to renewal, upselling and win back campaigns.
Working at the intersection of CRM marketing, customer experience and commercial performance, you will identify churn drivers, optimise lifecycle communications and develop data led strategies to increase customer loyalty and recurring revenue. This is an excellent opportunity for someone who thrives on autonomy and wants to make a significant commercial impact within an ambitious, entrepreneurial wellness brand.
Responsibilities:
- Develop and implement data driven retention strategies to reduce churn, extend subscription duration and grow recurring revenue.
- Manage and optimise email, SMS and WhatsApp marketing programmes, including database management, segmentation and lifecycle automation through Klaviyo.
- Analyse customer cohorts and identify drop off points to develop proactive churn prevention, subscriber save and win back campaigns.
- Optimise the end to end subscriber journey, including the customer portal, subscription management tools and post purchase experience, to reduce voluntary and involuntary churn.
- Lead continuous A/B testing to improve repeat purchase rates, subscription longevity and customer lifetime value.
- Identify opportunities for upselling, cross selling, product bundles and loyalty initiatives to increase average order value and strengthen customer relationships.
- Collaborate with the customer service team to deliver proactive, high touch retention outreach and improve the customer experience.
- Use customer feedback and insights to inform product development, packaging and unboxing decisions, enhancing perceived value and repeat purchase intent.
- Monitor key performance indicators, including churn rate, customer lifetime value, repeat purchase rate and cohort performance, using tools such as Google Analytics 4, Shopify and StoreHero.
- Develop weekly performance dashboards and communicate retention insights and results to senior leadership.
- Integrate AI tools into business workflows to improve efficiency and support growth without increasing headcount.
- Manage external vendors, coordinate projects and communicate data driven recommendations clearly to non technical stakeholders.
Requirements:
- Proven experience in retention, CRM or lifecycle marketing within a high growth direct to consumer (DTC) or subscription based brand.
- Strong understanding of subscription economics, including customer lifetime value (LTV), churn and retention rates, repeat purchase rate and recurring revenue.
- Proficiency in the Shopify ecosystem, subscription management platforms, Google Analytics 4 (GA4) and CRM platforms such as Klaviyo.
- Experience using data and customer cohort analysis to identify opportunities to improve retention and commercial performance.
- Knowledge of lifecycle marketing, customer segmentation, automated journeys, win back campaigns and subscription optimisation.
- Experience using AI tools to improve workflows, increase efficiency and support business growth.
- Excellent organisational, project management and multitasking skills, with the ability to manage external vendors and deliver multiple projects autonomously.
- Strong communication skills, with the ability to translate complex data and insights into clear, actionable recommendations for non technical stakeholders.
- A commercially minded, analytical approach, with a passion for customer experience, customer loyalty and scaling DTC subscription brands.
- A proactive, self starting attitude and the ability to thrive in a fast paced, entrepreneurial environment.
If you're passionate about retention marketing, subscription growth and building long term customer loyalty, we'd love to hear from you. Apply now to explore this exciting opportunity to make a real impact within a fast growing female health and wellness brand.