CRM & Retention Lead

3Search; Greater London; Hybrid; GBP 70,000 - 110,000; Full time

Benefits offered by this job

Hybrid working

25 days annual leave

Performance-related bonus

Job summary

3Search is partnering with a fast-growing health and wellness brand to build the retention function in a high-growth environment. You will own the CRM and lifecycle strategy, shaping onboarding, engagement and win-back programs to maximise subscriber value and lifetime revenue.

You’ll work with founders and cross-functional teams to tailor education-led communications across email, SMS and other channels, driving churn reduction and sustainable growth in a regulated market.

Qualifications

• Proven experience owning subscription retention in a D2C or ecommerce business.
• Strong grasp of churn cohorts, subscriber LTV and levers to move them.
• Hands-on expertise with email/SMS lifecycle marketing and automation.
• Experience with Shopify and subscription platforms (Recharge/Skio).
• Data-driven mindset with ability to run tests and trade-offs.
• Clear, compliant communication of product benefits in a regulated space.

Responsibilities

• Own the CRM and retention strategy end to end, including churn reduction and LTV.
• Build and optimise core subscription journeys: onboarding, engagement, win-back.
• Create education-led communications to set expectations and motivate customers.
• Segment and personalise across email, SMS and other owned channels.
• Grow referral and advocacy to drive repeat revenue.
• Collaborate with founders, Growth, Product and Customer teams to embed retention thinking.

Skills

Subscription retention

CRM & lifecycle marketing

Email & SMS automation

Data-driven analytics

Klaviyo

Shopify

Customer segmentation

Roadmap & strategy

Tools

Klaviyo

Recharge

Skio

Shopify

Job description

Our client is a fast-growing, science-led health and wellness brand helping customers build healthier long-term habits. Backed by years of research and a strong product with proven demand, they’ve built a loyal customer base across the UK and US and are now scaling quickly.

Their product is designed for consistent, long-term use, and customers typically see the biggest benefits after the first few months. That makes retention the most important commercial lever in the business. Keeping customers engaged, informed, and confident through those early months is what turns a first order into a lasting subscription. This is a chance to build the retention function at an early, high-growth stage, with real influence over how the brand grows.

What you’ll do

• Own the CRM and retention strategy end to end, including churn reduction, subscriber LTV and the full lifecycle programme.
• Build and optimise the core subscription journeys: onboarding, early-stage engagement, pre-churn intervention, pause-and-save, win-back and post-purchase.
• Create education-led communications that set the right expectations and keep customers motivated through their journey.
• Use segmentation, behavioural data and customer feedback to personalise across email, SMS and other owned channels, with clear accountability for repeat revenue.
• Grow referral and advocacy, turning happy customers into a key acquisition channel.
• Work closely with the founders, Growth, Product and Customer teams to embed retention thinking across the whole customer experience.

What we’re looking for

• Proven experience owning subscription retention in a D2C or eCommerce business, ideally within health, wellness, supplements or personal care.
• A strong grasp of churn cohorts, subscriber LTV, and the levers that move them.
• Hands-on expertise across CRM, email and SMS automation and lifecycle marketing ([Klaviyo / client to confirm stack]).
• Experience with Shopify and subscription platforms ([Recharge / Skio / client to confirm]).
• A data-driven mindset: comfortable interrogating performance, running tests and making commercial trade-offs.
• Confidence communicating product benefits clearly and compliantly within a regulated health and wellness space.
• Strategic but hands-on, happy to build the roadmap and then deliver it in a lean, fast-moving team.
• Competitive salary plus performance-related bonus.
• 25 days annual leave plus bank holidays.
• Hybrid working and flexible hours.
• Full ownership of the CRM and retention function, with the freedom to set the strategy and build it your way.
• A role with real, visible impact, where your work directly shapes subscriber growth and revenue.
• Direct access to the founders and a seat at the table on key commercial decisions.
• The chance to join a talented, ambitious team at a pivotal stage of growth.
• Genuine progression as the business and the CRM function scale.