Retention Manager

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