Retention Strategy Manager

6 days ago

London Area, United Kingdom Not On The High Street Full time £40,000 - £80,000 per year

The Role

The Retention Strategy Manager will be a driving force behind our customer retention efforts, responsible for strategically planning and executing automated, trigger-based customer communications across various channels. This role will be pivotal in designing and optimising customer journeys to deliver relevant and timely communications throughout the customer lifecycle, ultimately enhancing customer loyalty and lifetime value.

This role is a 12 month Fixed Term Contract.

Accountabilities

  • Develop and implement a comprehensive retention strategy focused on automated, trigger-based customer communications via email, SMS (if appropriate), and push channels.
  • Lead, mentor, and motivate a high-performing CRM team, fostering a culture of continuous improvement, testing and insight-driven decision-making.
  • Drive database growth and enrich data quality to enable more effective and targeted customer segmentation and communication.
  • Collaborate closely with the Senior Acquisition Manager & Brand Marketing teams to align retention initiatives with Paid campaigns.
  • Partner with Trade and E-commerce teams to develop transactional triggers that drive conversion and customer engagement.
  • Lead and develop our 'NOTHS & More' loyalty scheme, continuously testing the proposition to increase take-up and improve retention
  • Build strategies to improve app engagement via optimising the push channel
  • Own relationship with our CRM platform (Ometria) to ensure continued strategy evolution and strong delivery
  • Key stakeholder in partnerships, ensuring 'NOTHS & More' prop is front-and-centre

Some key skills and experience you'll need...

Technical skills:

  • Proven experience in CRM automation and lifecycle management, with a strong understanding of best practices.
  • Advanced proficiency with Email Service Providers (ESPs) and CRM systems.
  • Experience building loyalty schemes to deliver enhanced retention value.
  • Demonstrated experience working with databases and performing robust data analysis and insight.
  • Strong analytical and quantitative skills, including the ability to leverage data to develop, measure, and optimise marketing campaigns.
  • Knowledge of web analytics platforms, such as Google Analytics, for interpreting customer behaviour.
  • A solid understanding of GDPR regulations and their application within customer retention strategies.

Human skills:

  • Excellent communication skills, both written and verbal, capable of conveying complex information clearly to all levels.
  • A curious, open-minded, and fast learner with exceptional attention to detail and accuracy.
  • A strategic, creative, and commercial thinker, adept at identifying future trends and opportunities to maximise customer engagement.
  • Passionate about attracting, nurturing, and developing team members.
  • Proven ability to effectively lead and motivate a team.
  • Highly collaborative, with the ability to build strong relationships across various internal teams.

Don't meet every single requirement? No problem. Your strengths, passion & fresh perspective could be just what we're looking for - so we encourage you to apply

  • Retention Marketing Manager

    3 days ago

    London Area, United Kingdom Puresport Full time £40,000 - £80,000 per year

    Retention Marketing ManagerLocation: LondonReports to: Head of GrowthStart date: ASAPSalary: Competitive with equity options1. The RoleWe're looking for a strategic and data-driven Retention Marketing Manager to own and elevate our customer retention and lifecycle marketing. This is a newly created role and a critical hire as we enter our next phase of...

  • Head of Customer Retention

    2 days ago

    London Area, United Kingdom The Economist Full time £80,000 - £120,000 per year

    Role OverviewThe Economist is seeking an experienced and strategic Head of Customer Retention to lead our efforts in retaining and renewing our B2B subscriber base. This role will be pivotal in shaping and executing retention strategies, managing a high-performing team of Customer Success Specialists, and collaborating cross-functionally to ensure long-term...

  • Retention Manager

    2 weeks ago

    London, Greater London, United Kingdom 4e79b166-109b-43ac-85c0-4a98187ca66d Full time £40,000 - £85,000 per year

    Customer Retention ManagerAn exciting opportunity has arisen for an experiencedCustomer Retention Managerto join a well-established and growing organisation. This role is ideal for a confident, customer-focused professional who is passionate about delivering excellent service while driving business growth through retention strategies.You will lead aRetention...

  • CRM/Retention Manager – Up to 60k

    2 weeks ago

    London Area, United Kingdom 6166c3ba-d4af-4411-99af-3d16e556c199 Full time £40,000 - £60,000 per year

    Your new companyA leading, rapidly expanding consumer brand is seeking a talented CRM Manager to join their dynamic team. Operating across innovative product categories, this business is committed to delivering exceptional customer experiences and driving long-term growth.Your new roleAs CRM Manager, you will take ownership of all CRM activities and...

  • Retention Manager

    3 weeks ago

    London, United Kingdom John Shepherd Full time

    Retention Manager We believe great outcomes, begin with great people. Welcome toJohn Shepherd,a trusted name in property acrosstheMidlands.Now part of Lomond, the UK's leading property group and recently named one of the Sunday times best places to work,John Shepherdcombines extensive local insight across with the resources of a wider network. Our...

  • Marketing Manager, Retention

    5 days ago

    London, United Kingdom Fishtank Group Ltd Full time

    CRM Marketing Manager, Retenton & Value (CRM) Salary 60K Location - London - hybrid working We are looking a Senior Marketing Manager (CRM) to oversee retention for our client You'll ensure customers understand and are engaged with communicaitons & messaging by designing key moments to remind, inform, engage and enhance their experience with the brand. The...

  • Retention Marketing Manager

    2 weeks ago

    London, United Kingdom Future Plc Full time

    About the Team This is a great opportunity to join our busy innovative team to deliver first class customer engagement and retention omni-marketing campaigns. Future is a global platform for specialist media with scalable, diversified brands of both print and digital magazines.You will be working within the Customer Value team as part of the wider Customer...

  • Supporter Retention Manager

    1 week ago

    London, United Kingdom Charity People Full time

    **Supporter Retention Manager** **Bowel Cancer UK** **Vauxhall, London (Hybrid working offered)** **£38,000** Charity People are delighted to be working in partnership with Bowel Cancer UK to recruit a Supporter Retention Manager. **Bowel Cancer UK** Bowel Cancer UK are the UK's leading Bowel Cancer Charity. They work to save lives and improve the quality...

  • Senior Retention Manager

    4 weeks ago

    London, United Kingdom Frive Full time

    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...

  • Retention Manager

    2 weeks ago

    London, Greater London, United Kingdom SheMed Full time £40,000 - £60,000 per year

    SheMed is seeking a dynamic and goal-oriented Retention Manager to coordinate, execute, and measure initiatives that deepen customer engagement, build community, and solidify SheMed as an indispensable part of women's health journeys. You will collaborate across Marketing, Product, Clinical, and Support teams to accelerate retention efforts, add value to...