Retention Manager
London (Hybrid) | Permanent
Our client is a fast-scaling UK consumer brand backed by well-established investors and operating across multiple product categories. With strong year-on-year growth and a rapidly expanding customer base, the business is now shifting focus toward deeper customer engagement, loyalty and long-term value.
This is a newly created role with full ownership of lifecycle, retention and CRM strategy. If you’re passionate about creating high-performing customer journeys, reducing churn and building robust retention systems - this opportunity offers a blank slate with huge potential.
The Opportunity
Join a digital-first, product-led consumer business entering an exciting phase of scale.
Take complete ownership of the retention and lifecycle function - across subscription and non-subscription audiences.
Build automated journeys, segmentation frameworks and CRM infrastructure from the ground up.
Work closely with senior leadership in a fast-paced environment where ideas move quickly and execution has real impact.
Shape the systems, processes and culture that will strengthen customer loyalty for years to come.
Responsibilities
Strategic Ownership
- Lead the full retention and lifecycle strategy across key customer cohorts.
- Build frameworks for LTV, churn reduction, segmentation and attribution.
- Identify and prioritise high-impact retention opportunities using data-led insight.
- Embed retention thinking across the full customer experience, collaborating with cross-functional teams.
Lifecycle & CRM Execution
- Audit existing journeys and rebuild automated flows across email, SMS, push and in-app messaging.
- Deliver weekly CRM campaigns focused on education, engagement and retention.
- Develop personalised lifecycle journeys tailored to both subscription and transactional customers.
- Own channel performance — testing, optimisation and constant refinement.
Technical & Data-Led Marketing
- Work confidently with CRM platforms (Klaviyo/Attentive or equivalent) to build scalable automation.
- Analyse churn behaviour, usage patterns and retention KPIs to shape strategy.
- Own the experimentation roadmap: testing, segmentation, creative iterations and journey optimisation.
- Present performance insights clearly at all levels of the business.
Cross-Functional Collaboration
- Integrate retention into product launches, content, testing and customer experience initiatives.
- Partner with product and data teams to refine segmentation, triggers and attribution models.
- Champion a data-led, customer-centric culture across the wider growth organisation.
Your Profile
- 4+ years’ experience in CRM, retention or lifecycle marketing.
- Strong experience in subscription-led environments (essential).
- Hands-on expertise with CRM tools such as Klaviyo, Attentive, Braze or Customer.io.
- Proven track record of improving LTV and reducing churn through data-driven strategy.
- Confident collaborating with Product, Growth, Creative and CX teams.
- Analytical, proactive and comfortable working in fast-moving, scaling environments.
- A genuine interest in consumer brands and customer experience.
What’s On Offer
- A high-autonomy, high-impact role shaping retention at a business in rapid growth.
- Competitive salary with equity options.
- Hybrid working with a London HQ.
- The chance to build a retention engine from first principles within an ambitious, product-led organisation.
How to Apply
For a confidential discussion about this opportunity, please contact Noel at Pivotal on email noel@pivotallondon.co.uk.
Pivotal is an equal opportunities employer. We encourage applications regardless of race, ethnicity, religion, gender, sexual orientation, disability, age, or any other protected status.