Retention Manager - Lifecycle & CRM Focused

£65,000 + extensive benefits package

D2C Health & Wellness Brand

London (Hybrid)

The Role

You’ll own customer retention and lifecycle performance end-to-end, designing the strategy, systems and execution that turn first-time buyers into long-term loyal customers.

This is a newly created role at a pivotal stage of growth, ideal for someone who wants real ownership and the opportunity to build best-in-class retention from the ground up.

You’ll work across Email, SMS, automation and customer insights, collaborating closely with Growth, Brand, Product and Creative teams in a fast-paced, results-driven environment.

What You’ll Do

• Own retention and lifecycle marketing strategy across all customer segments
• Manage CRM end-to-end, including automated journeys, campaign planning and execution
• Plan and deliver weekly Email and SMS campaigns that educate, convert and build loyalty
• Analyse customer behaviour, churn and campaign performance to unlock growth opportunities
• Develop reporting frameworks and KPIs to improve customer lifetime value
• Collaborate cross-functionally to embed retention thinking into product launches, creative testing and CX
• Drive continuous testing and optimisation across segmentation, messaging and timing

About You

• Experienced in retention, lifecycle marketing or CRM (2+ years)
• Hands-on with platforms such as Klaviyo or similar CRM tools
• Data-driven, commercially minded and confident turning insight into action
• Strong understanding of segmentation, automation and churn-reduction strategies
• Proactive, curious and motivated by building and improving systems
• Comfortable working in fast-paced, high-growth environments
• Experience in DTC or consumer brands is desirable