Retention Manager

Overview

Location: London, hybrid 
Duration: 24 months 

Are you passionate about driving customer engagement and loyalty through strategic marketing initiatives? We’re seeking a Retention Manager to join our client’s high-performing team and take ownership of retention strategies across web, app, email, direct mail, and more.

Reporting to the Director of Retention, this role is pivotal in enhancing customer lifetime value by designing and executing impactful campaigns that put the customer at the heart of every decision.

Key Responsibilities:

• Lead and manage multi-channel retention initiatives across digital and offline platforms.

• Plan, execute, and analyse A/B tests to assess the effectiveness of campaigns and product features.

• Interpret data and present actionable insights to inform decision-making and enhance user experience.

• Work collaboratively with product, growth, creative, legal and finance teams to ensure successful campaign delivery.

• Drive the development and delivery of retention strategies that align with overarching business goals.

• Maintain oversight of campaign creative and ensure accurate localisation for relevant markets.

• Track key performance metrics and prepare regular performance reports.

• Keep abreast of digital marketing innovations and best practices in customer retention.

• Document testing outcomes and processes to build a robust knowledge base.

• Support the creation of reports and presentations for senior stakeholders.

About You:

You’re an analytical thinker and creative problem-solver with a proven track record in retention marketing within subscription-based or consumer digital businesses. You thrive in fast-paced environments and are confident translating customer insights into clear, measurable strategies. Adept at using marketing technologies, you’re hands-on and always looking for ways to innovate and improve the customer journey.

Requirements:

• Minimum 5 years’ experience in a digital consumer-facing role, ideally within the internet or subscription space.

• Strong understanding of web/app campaign management and A/B testing methodologies.

• Skilled in interpreting customer data to optimise campaign performance.

Desirable:

• Experience in multi-channel lifecycle marketing within a subscription-based environment.

• Proficiency in customer segmentation, marketing automation, and performance tracking.

• Strong communication and project management skills, with the ability to influence cross-functional teams.

**This role is open for a limited time. Next steps will be shared with shortlisted candidates ASAP. Due to the high volume of applicants, we may be unable to reply to each applicant individually. If you have not received a response within 48 hours of your application, please assume that you have not been selected for progression to the next stage of the hiring process