Customer Retention Strategist

4 days ago

London, Greater London, United Kingdom The School of Life Full time

The School of Life is seeking a highly skilled Retention and Engagement Specialist to join their team. In this role, you will be responsible for driving subscriber activation and retention, creating personalised customer experiences that drive loyalty and long-term engagement.

About the Role
  • We are looking for someone who is highly numerate, analytical, and data-driven, using their deep product, customer, and commercial knowledge to drive growth across our activation and retention funnels.
  • You will take a data-driven approach to develop a deep understanding of customer behaviour and needs, designing and executing growth initiatives via continuous experimentation and testing.
Responsibilities
  • Drive users, revenue, and business growth through ideation and implementation of activation and retention strategies for The School of Life Subscription.
  • Create a frictionless user experience for all stages of the user engagement lifecycle.
  • Drive growth and increase customer LTV via value proposition and price testing, landing page optimisations, and push notifications across the awareness and activation stages of the funnel.
  • Analyse various data sets to drive insights, alongside A/B testing and experimentation to continually improve user experience and product offering.
  • Be proactive in optimising our data and reporting infrastructure, working closely with the Product team to scope and implement any required changes to data layers, custom fields, and events.
  • Manage churn via implementation and optimisation of effective and compelling winback campaigns.
  • Collaborate with UX & Product team members to ideate and develop user experience improvements.
  • Work closely with the Direct to Customer Marketing team to find cross-funnel and cross-channel opportunities to reach and convert new audiences into subscribers.
About You
  • A passion for emotional and mental wellbeing.
  • Highly organised with the ability to handle multiple projects with changing priorities and deadlines.
  • Creative thinker, able to identify new opportunities and audiences.
  • Strong project and stakeholder management skills.
What We Offer
  • A salary of £45,000 - £55,000 per annum.
  • A hybrid working model with 2 days work in our office on Chancery Lane & use of other office spaces in the group.
  • Use of office gym, classes & sauna.
  • 25 days holiday + bank holidays.
  • Up to 5 days per year unpaid holiday.
  • 1 extra holiday day per year of service (after 2 years service, capped at 3 additional days).

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