Head of Retention

3 weeks ago

London, United Kingdom Healf Full time

Join the movement Healf is trailblazing in the health and wellness industry, and we’re rapidly expanding Our culture comes from unstoppable leaders, inspiring staff, and the best healthy living products on the planet.


About Healf


Healf is a natural wellbeing retailer centred around 4 pillars of health that we believe are the fundamentals to a healthy life: Eat, Move, Mind, Sleep. We have just raised investment from some exciting backers, and are now in a position to truly accelerate growth in order to become the global destination for true everyday healthy living.


About the role


This is a crucial role in the company that is responsible for overseeing the ideation, planning & execution of Healf’s retention strategy. This involves aligning all things to do with the customer, such as CRM, subscription, app and the general customer experience, to optimise CLTV. At first you will be wearing multiple hats at once but as the business grows there is a clear (and fast) path to own this area of the business, build a team and become a key player in a rapidly growing multi-million pound e-commerce business.

Please email hamza@healf.com with your CV and cover letter.


Location: West London and must be able to travel to the office


Ideal Candidate


  • An analytical thinker with the ability to turn complex data into actionable insights and recommendations.
  • An inspiring leader who has the ability to lead from the front and bring the best out of their team
  • Has a deep understanding of customer retention and is able to think outside of the box to solve complicated problems
  • Able to think creatively, empathise with the customer and understand the Healf brand
  • Highly ambitious: Determined to make an impact and willing to go the extra mile to ensure tasks are executed to a high level.
  • Thrives on taking responsibility and initiative, possessing the autonomy to make informed decisions that drive our retention efforts forward.
  • Loves learning and is curious about continuous improvement. Able to seek out and implement relevant feedback from colleagues. We see this role rapidly evolving into an executive position.


Key responsibilities


1) CRM Analytics and Strategy

  • Take complete ownership of our CRM channel which is currently driving significant revenue for the business. Become familiar with current set-up and identify areas for growth.
  • Manage and own the ideation, briefing and execution of the CRM content calendar alongside our marketing team. Work closely with your own team of talented designers and copywriters to launch 5 weekly campaigns/flows to educate customers, boost conversions and foster brand loyalty.
  • Monitor and analyse key performance metrics, providing actionable insights to enhance campaign effectiveness and customer engagement.


2) App

  • Own development of a world-class app which acts as a crucial retention tool - work with developers, designers and key stakeholders to provide the best customer experience
  • Develop effective push strategy to drive traffic and conversion via our app


3) Subscriptions

  • Design and implement strategies focused on increasing revenue from high-LTV subscription customers, aiming for sustained growth in recurring revenue.
  • Introduce initiatives that reduce churn and promote long-term loyalty among subscribers.


4) Customer Experience

  • Identify and act on opportunities across departments to elevate customer experience, increasing both satisfaction and LTV.
  • Drive an aligned, omni-channel experience that enhances customer journeys at every touchpoint, ensuring all retention efforts are cohesive and customer-centric.




Requirements


This role requires an analytical, results driven leader who has a passion for problem solving, a deep understanding of marketing and the ability to cope with a high intensity workload.


  • Retail & E-Commerce knowledge is highly encouraged
  • Strong analytical skills, enabling the interpretation of data for actionable insights.
  • Passionate about all things health & wellbeing with an energetic, ‘can-do’ attitude
  • An excellent communicator both internally and externally
  • Organisational skills and the ability to work well under pressure - to cope with a challenging workload and ensure a fluid running of key admin duties
  • Have a high attention to detail and accuracy


What we can offer you:


  • Coaching & Mentoring: our close-knit team fosters a collaborative and supportive environment, you will have regular exposure to senior executives to help you with your development, our company’s growing quickly, and we’ll give you the opportunity to do the same.
  • Steep Learning Curve: opportunity to learn every day and acquire critical business and industry knowledge and skills


We work hard at Healf, and we like to reward our team for it, so you can expect:


  • Free products and 50% staff discounts across everything
  • Future share options in the company + bonus structure
  • Monthly team activities - often health & wellbeing related


Our Culture

It’s pretty hard to condense a culture down to a few words, but we do all have a few things in common.


We’re problem solvers, we’re adaptable, we’re customer driven and results led.


People here like working in a fast-paced, boundary-pushing and ever changing environment. Everyone has an impact on a powerful mission, and is happy to roll their sleeves up to ideate solutions and put them in place. Being part of a rapidly growing business means that the answers aren’t always there for us already, but that’s okay; it’s part of the excitement

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