Senior Retention Manager

Senior Retention Manager Reporting to our Head of Growth Hybrid - 2-3 days a week in our Canary Wharf OfficeAbout usFrive stands for Food to Thrive - we help busy people thrive not only because our meals are healthy, balanced and made with 100% whole foods/ natural ingredients, but also because they’re ready to heat and eat in minutes - saving you an hour a day, or up to 7 hours a week, for what matters most.We're the UK's highest-rated meal prep brand, with over 20 million meals delivered, and we’re just getting started. Now we’re looking for a Senior Retention Manager, you’ll own the strategy and manage the execution of retaining customers, improving their LTV and maximising reactivation rates.We work with people from all different backgrounds and communities and recognise our own biases. We strive to create a strong sense of belonging and believe we will be better equipped to achieve our goals by building a team that approaches problems from different angles, using different perspectives and experiences to solve problems. All qualified applicants will be considered and we have no regard for age, ethnicity, ability, gender, gender expression, gender identity, nationality, race, religion, or sexual orientation the more the merrier, and together we can achieve greatnessMission:To make healthy eating convenient, delicious and accessible, whilst championing locally sourced and organic ingredients.Vision:To inspire a global shift towards a healthier society by changing eating habits and restoring food to its purest form.Values:Empowerment: We empower our people to make strong, independent decisions with confidenceTransparency: We share information openly and with intentionOpen Communication: We communicate directly and honestlyHigh Performance: We foster an environment that attracts, retains, and rewards high performanceAgility: We encourage flexibility in our people by reducing blockers and prioritising their creativity and productivityImpactAs Senior Retention Manager at Frive, you’ll own the strategy and manage the execution of retaining customers, improving their LTV and maximising reactivation rates.You’ll build and manage a growing CRM function, including two CRM Managers; one focused on Retention and one on Reactivation, Leads and Referrals. Working cross-functionally across our Brand, Product, CS, Ops and Data teams, you’ll combine strategic direction with hands-on execution to create a best-in-class lifecycle programme that step changes customer retention rates and drives significant business impact.About YouYou bring 8 years of experience in lifecycle marketing, with a proven track record of reducing churn, maximising rebill rates and driving profitable growth. Ideally, you’ve developed these skills in a DTC subscription business, where you’ve turned customer insights into measurable commercial impact.You thrive in fast-paced, high-growth environments and care deeply about delivering results that matter. Highly data-driven and organised, you know how to influence both peers and senior stakeholders to make the right changes to hit retention goals.You understand that churn reduction isn’t always straightforward; it takes creativity, problem-solving, and calculated risk-taking to unlock step-change improvements.You’re as comfortable rolling up your sleeves as you are leading and developing a team, inspiring those around you to hit ambitious goals and enjoy the process along the wayResponsibilitiesRetention Strategy & OwnershipOwn Frive’s end-to-end retention strategy, defining key lifecycle stages, identifying churn drivers, and setting ambitious yet achievable targets for rebill rate, LTV, and customer satisfaction.Build a data-informed roadmap to strengthen customer loyalty and profitability, balancing short-term revenue impact with long-term brand equity.Lifecycle Campaigns & ExecutionTranslate retention strategy into actionable campaigns, automations, and customer experience initiatives across both digital and physical touchpoints.Empower and guide your two CRM Managers (Retention, Reactivation, Leads & Referrals) to design and launch new experiments, A/B tests, and optimisations that drive measurable outcomes.Champion an ‘always-on’ testing culture, leveraging new technologies (including AI) to enhance efficiency, personalisation, and the sophistication of Frive’s churn reduction and retention initiatives.Customer Data, Insights & ResearchTake full ownership of Frive’s quarterly customer survey, collaborating with Growth, Brand, Product, Customer Service, NPD and Ops to define the right questions that uncover actionable insights.Analyse and synthesise results, identifying key behavioural and attitudinal trends, and present recommendations to senior leadership.Partner with our Data Analysts to develop the right set of data visualisation and analysis tools and workstreams that surface key behavioural trends and early warning signals, enabling proactive action to capitalise on growth opportunities or address emerging churn risks.Work with Data Analysts to develop and refine a churn model to enable better forecasting and an LTV model to enable better business decision-making.Turn feedback into a prioritised short-, medium-, and long-term retention roadmap that directly influences business strategy and product development.Cross-Functional CollaborationPartner closely with Customer Service, Operations, NPD, and Digital Product teams to identify friction points and opportunities for improvement across the end-to-end customer experience.Lead cross-functional projects to test and implement initiatives that reduce churn, from delivery experience enhancements to product innovation and digital UX optimisation.Performance & Continuous ImprovementRegularly review performance data across CRM, cancellation flows, Customer Service, weekly customer cohorts, TrustPilot and other customer experience metrics to identify high-impact opportunities.Champion a culture of continuous learning through experimentation, insight sharing, and collaboration - always looking for smarter, more efficient ways to drive loyalty and long-term value.Skills & Behaviours RequiredRetention expertise - proven experience in lifecycle marketing and subscription growth, with a strong grasp of churn drivers, LTV, and customer psychology.Analytical and commercial mindset - data-driven decision-maker who identifies pain points and growth opportunities, develops smart solutions to test quickly, and prioritises initiatives with the greatest commercial impact.Previous hands-on execution - proficient in ESPs like Klaviyo, with experience building and optimising email and SMS campaigns, automations, and segmentation. Experience with app push notifications is a plus, but not essential.Leadership and collaboration - experienced people manager who builds high-performing teams and works cross-functionally with Product, Brand, Ops, NPD and Customer Services.Curious and innovative - thrives in a test-and-learn culture, exploring new ideas and technologies (including AI) to improve efficiency and personalisation.Customer-first communicator - clear, engaging communicator who turns data into stories and decisions, always focused on delivering value to the customer whilst hitting ROI targets.Organised and adaptable - detail-oriented, structured and disciplined, excelling in a fast-paced, evolving environment.Growth mindset - proactive, positive, and driven to improve, constantly seeking smarter ways to grow Frive’s customer loyalty.Staff Benefits:Private Medical Insurance (provided by Vitality)25 days Holiday + PublicSalary Sacrifice PensionBonus (paid out twice a year)50% Discount on our amazing foodEnhanced mat/pat leaveMintago Financial Wellbeing Platform – includes workplace mental health support via MIND, Free Financial Service Advice and LOTS moreWhat's next?If you are interested in learning more about the role and think this could be for you, then don't hesitate and apply now. We look forward to hearing from you and love hearing from people who are passionate about our purpose and vision.The Process:Initial chat via Teams with our People Team – learn about our story and share yoursInterview with our Head of Growth, Siobhan – focused on role expectations and capabilitiesIn-person presentation showcasing your approach to Retention, delivered to Siobhan and Christian, our CMO