Retention Manager

Job Summary:
We are seeking a Retention manager to develop and lead our customer retention strategy across our European markets, executing where needed.

This is an exciting opportunity to get in at the ground floor and join a small, collaborative UK based team to make a big impact internationally.

The ideal candidate will be detail oriented, analytical, strategic, creative, customer-centric, comfortable working in a fast-paced environment, and quick to adapt to change.

In this role, you will have the opportunity to own and drive the European retention strategy, working with other departments to run integrated marketing campaigns. You’ll work on campaigns on Klaviyo and SMS, be encouraged to test and learn, and support other channels to help grow the business.

This is a hybrid role, working from our London office three days a week. 

What You’ll Do: 

• Define and drive our customer retention strategies that improve Life Time Value (LTV), and reduce churn, through personalisation and relevancy.
• Set up and test end to end customer journeys across email and SMS, from onboarding to winback.
• Responsible for content briefing and delivery of marketing campaigns that adhere to the brand tone of voice.
• Diligently monitor the performance and continuously optimise in order to grow traffic and sales
• Manage the relationship and ownership of Klaviyo, ensuring that all features are maximised.
• Identify and implement emerging tools and technologies to enhance customer engagement and elevate our overall strategy
• Work collaboratively with the wider team, including but not limited to, brand, acquisition and ecom teams, as part of an integrated marketing team.
• Lead and promote the retention team in cross functional meetings, reporting back on insights and test results.

What You’ll Need to Have:

Required: 

• 4+ years of experience in managing DTC email campaigns within ESPs
• Strong understanding of digital marketing metrics (CTR, CVR, subscribe rates)
• Expertise in Microsoft Excel and Google Sheets
• Data driven and analytical with strong quantitative skills
• A passion for strong creative that performs
• Organized and detail oriented with the ability to adapt in a fast paced environment
• Collaborative team player
• Excitement for start-ups and building from the ground up
• Bachelor’s Degree or equivalent work experience

Preferred:

• Experience using Klaviyo
• Experience working across multiple European markets
• Experience working as part of an integrated marketing team
• Knowledge of analytics tools such as Google Analytics