Head of Retention

Job ID: 38208

Head of Retention

Location: Remote, UK

Salary: £70,000–£80,000 + Benefits

Type: Full-time, Permanent

The Opportunity

We’re partnering with a fast-growing, Series A-backed consumer brand to appoint a Head of Retention.

With significant investment secured and ambitious growth plans, the business is entering an exciting stage of its development. Operating a successful DTC subscription model, the company is now focused on maximising customer lifetime value, strengthening loyalty and building a more sophisticated retention function.

This is an opportunity to take ownership of the entire post-purchase customer journey, moving beyond traditional CRM to drive meaningful improvements in subscription retention, repeat purchases and customer profitability.

The business already has an established CRM operation, supported by dedicated creative resources. However, there is significant opportunity to develop its wider subscription retention strategy, loyalty programmes and cross-selling initiatives.

We’re looking for someone who understands that retention is much more than email marketing.

Key Responsibilities

Retention & Subscription Strategy

• Own the end-to-end retention strategy, with a focus on reducing churn, increasing LTV and driving repeat purchases.
• Develop and optimise the subscription experience, including onboarding, cancellation journeys, save offers and win-back programmes.
• Identify opportunities to increase cross-selling and encourage customers to purchase across multiple product categories.
• Develop loyalty, referral and customer reward initiatives to strengthen long-term engagement.
• Work cross-functionally to identify and address the underlying causes of customer churn.

CRM & Lifecycle Marketing

• Own the CRM strategy across email, SMS and direct mail.
• Optimise existing lifecycle flows, segmentation, personalisation and automated campaigns.
• Manage the CRM and promotional calendar, supporting product launches, seasonal campaigns and customer engagement.
• Brief internal creative and copywriting resources to deliver effective campaigns.
• Continuously test and improve CRM performance, customer engagement and conversion.

Analytics & Commercial Performance

• Own retention reporting across churn, cohort performance, LTV, repeat purchase rates and CRM revenue.
• Identify commercial opportunities through customer behaviour and subscription data.
• Develop a structured testing programme across CRM, loyalty and subscription journeys.
• Work closely with acquisition and growth teams to improve LTV and overall customer profitability.
• Translate customer insights into clear, measurable retention initiatives.

About You

• 6+ years’ experience across CRM, lifecycle marketing or retention, including significant experience within a DTC subscription business.
• Proven track record of reducing churn, increasing customer lifetime value and improving retention performance.
• Strong understanding of subscription mechanics, customer journeys, loyalty and cross-selling.
• Advanced experience with Klaviyo or a comparable CRM platform.
• Experience with subscription platforms such as Skio, Recharge or similar.
• Commercially minded and highly analytical, with the ability to translate data into actionable growth opportunities.
• Comfortable developing strategy while remaining hands-on with implementation and optimisation.
• Proactive, entrepreneurial and confident taking ownership within a fast-moving scale-up environment.

Experience within consumer goods, health, wellness, nutrition or other subscription-led categories would be advantageous but isn’t essential.

Why Join?

• Join a well-funded, high-growth consumer business with ambitious expansion plans.
• Take full ownership of retention, reporting directly to the Chief Growth Officer.
• Build on an established CRM function while developing new subscription and loyalty capabilities.
• Benefit from existing creative and copywriting support.
• Enjoy significant autonomy and the opportunity to influence commercial strategy.
• Remote-first working across the UK, with occasional opportunities for in-person collaboration.

Package: £70,000–£80,000 base salary, 25 days’ annual leave plus bank holidays, pension, private healthcare and dental cover.

If you’re a commercially driven retention specialist who wants to take ownership of customer lifetime value and make a measurable impact within a scaling consumer business, we’d love to hear from you.

Recruitment Consultant: Yasha Mirsamadi yasha@cranberrypanda.co.uk