Retention Manager

Job description

Our client is a fast-scaling, founder-led wellness business focused on female health. Its multi-award-winning hero product is a premium, science-backed multi-nutrient that is quickly gaining traction in the market. The business combines premium brand positioning with an ambitious, commercially focused approach to growth.

As Retention Manager, you will own the retention, subscription and customer lifetime value strategy across global markets, reporting directly to the co-founders. You will oversee the full post-purchase journey, from onboarding and activation through to renewal, upsell and win-back, while managing agencies and external partners. A key focus will be identifying churn drivers, protecting recurring revenue and using data, testing and AI-powered tools to scale retention activity efficiently.

Responsibilities

• Develop and scale data-led retention strategies to reduce churn, extend subscription length and grow recurring revenue.
• Own and optimise lifecycle marketing across email, SMS and WhatsApp, including segmentation, automated flows and personalised customer journeys.
• Analyse customer cohorts and drop-off points to create proactive churn prevention, save and win-back programmes.
• Continuously optimise the customer portal, subscription management tools and wider post-purchase journey to improve repeat purchase rate and customer lifetime value.
• Plan and run ongoing A/B testing across retention activity to identify opportunities for stronger performance.
• Drive upsell, cross-sell, bundle and loyalty initiatives to increase average order value and strengthen subscriber engagement.
• Partner with customer service to improve retention outreach and use customer insight to inform product, packaging and unboxing decisions.
• Track and report key retention metrics including churn, customer lifetime value, repeat purchase rate and cohort performance, producing weekly dashboards for senior leadership.
• Integrate AI into workflows and initiatives to improve efficiency, output and scalable growth.
• Manage relevant agencies and external partners, ensuring projects are delivered effectively and aligned with commercial objectives.

Requirements

• Strong retention, CRM or lifecycle marketing experience within a high-growth DTC, e-commerce or subscription-led brand.
• Proven ability to reduce churn, increase customer lifetime value, improve repeat purchase and grow recurring revenue.
• Strong understanding of subscription economics, lifecycle strategy, customer journeys, loyalty programmes and retention.
• Experience using CRM and retention platforms, with strong proficiency in Klaviyo highly desirable.
• Confident working with the Shopify ecosystem, subscription management platforms and Google Analytics 4; experience with tools such as StoreHero is beneficial.
• Practical experience using AI-powered tools to improve efficiency, output and growth initiatives.
• Highly analytical and data-led, with the ability to translate performance insight into clear commercial actions.
• Strong project management and organisational skills, with experience managing external vendors or agency partners.
• Entrepreneurial, hands-on and comfortable working autonomously in a fast-growing environment.
• Background in DTC consumer, wellness, health, nutrition, beauty or another subscription-focused sector is highly desirable.

To speak with one of our consultants about this position please ‘Apply Now’.