CRM & Retention Lead — Own Growth & Subscriptions

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

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.