Customer Retention Manager
Location:
London (Hybrid – 2 days WFH)
Salary:
Competitive, based on experience
We’re partnering exclusively with a fast-scaling brand in the premium pet product space, on the hunt for a strategic and hands-on Customer Retention Manager. This is a pivotal role within the team, leading the charge on how customers engage, stay, and fall in love with the brand over time.
This opportunity is ideal for someone who has worked with a subscription-based product, understands the nuances of customer lifecycle marketing, and thrives in a fast-paced, entrepreneurial environment. You’ll bring a data-led approach to retention while collaborating closely with creative, commercial, and customer experience teams.
What You’ll Be Doing:
- Own and evolve the customer retention and lifecycle strategy, from onboarding and engagement to churn prevention and win-back
- Build and optimise multi-channel CRM journeys across email (and ideally SMS), using platforms such as Klaviyo or similar
- Work alongside external agency partners to deliver high-performing automated flows and targeted campaigns
- Collaborate with Product, Brand, Copy, and CX teams to ensure a consistent and engaging customer experience
- Regularly analyse retention metrics and campaign performance, using insights to improve lifetime value (LTV), repeat purchase rate, and customer loyalty
- Lead testing across content, cadence, segmentation, and promotions to refine and scale what works
- Ensure all communications are aligned with brand values, tone of voice, and customer expectations
- Experience managing retention or lifecycle marketing within a subscription-based D2C business
- Deep understanding of CRM platforms such as Klaviyo or similar, with hands-on campaign execution experience
- Analytical mindset with the ability to turn data into action and ROI
- Comfortable working cross-functionally and managing external partners
- Creative thinking with a passion for crafting standout customer journeys
- A proactive, curious attitude and a love for testing, learning, and scaling up what works
This is your chance to take ownership of retention for a mission-driven, product-led company that’s going from strength to strength. You’ll be part of a collaborative, fast-moving team with a shared passion for pet wellbeing and customer-first thinking.
Based in London, the team operates on a flexible hybrid model and offers a competitive salary, alongside a comprehensive benefits package.
If you’re a retention specialist who knows what it takes to keep customers coming back—and you’ve done it in the world of subscriptions —we want to hear from you.
