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Retention LeadOrpington - 3 days a weekUp to £80,000
The RoleThis is a newly created role for a Retention Lead to take full ownership of customer retention strategy. With over 95% of revenue driven by subscriptions, and a new instant win product recently launched, there's a real opportunity to reduce churn and increase customer lifetime value. You'll work cross-functionally with marketing, CRM, product, customer service, and finance, acting as the strategic lead on all things retention.
Key Responsibilities
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Build and implement a comprehensive retention strategy that reduces churn and drives LTV
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Use behavioural insights and data to segment audiences and identify key engagement triggers
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Collaborate with the CRM team on campaign strategy and copy development
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Develop and test offers and interventions to retain customers and boost engagement
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Support scripting and strategy for a 30-person contact centre to improve retention rates
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Identify gaps in the customer journey and develop targeted lifecycle comms
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Support cross-sell and upsell of new instant win products and subscription tiers
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Take a hands-on approach to CRM execution, working closely with internal teams
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Engage VIP players and high-value customers with personalised comms and offers
About You
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Strong background in retention within a digital subscription or consumer business
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Data-led mindset with experience using behavioural insights to shape strategy
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Confident in campaign management and lifecycle marketing
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Collaborative and able to work across teams including CRM, product, and customer service
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Experience working with contact centres and scripting is a plus
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Previous exposure to the instant win or soft gambling sector is a bonus
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Comfortable in a scale-up environment with evolving priorities and lots of ownership#
Why Apply?This is a rare opportunity to define the retention strategy in a high-growth business where you can make an immediate impact. You'll work alongside a smart, commercially-minded leadership team and play a central role in shaping how the business retains and grows its loyal customer base.
