Customer Retention & Loyalty Manager (FT or PT Considered)

Zero Surplus; Dunstable; On-site; GBP 30,000 - 45,000; Full time

Job summary

A fast-growing B2C retail brand is seeking a Customer Retention & Loyalty Manager to lead their customer lifecycle marketing efforts. This role offers a unique opportunity to shape the retention strategy from the ground up within a supportive and creative environment. You will own customer communications, develop loyalty programs, and utilize analytical skills to enhance engagement, contributing to a company with a clear growth trajectory and passion for customer experience.

Qualifications

• Experience in email marketing, ideally with automated campaigns.
• Extensive CRM experience and understanding of retention marketing.
• Ability to analytically track performance metrics.

Responsibilities

• Optimizing customer experience communications.
• Developing and testing loyalty programmes.
• Tracking retention KPIs and reporting on campaign performance.

Skills

Email marketing

CRM experience

Customer insights analysis

Segmentation

Analytical skills

Tools

Shopify

Klaviyo

Job description

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Customer Retention & Loyalty Manager (FT or PT Considered), Dunstable

Location: Dunstable, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference: a15b18197d28

Job Views: 4

Posted: 29.06.2025

Expiry Date: 13.08.2025

Job Description:

Retention and loyalty is a great sector to work in when you can really shape and mould the strategy, tweaking everything from the rewards system, the seasonality of the campaigns… right down to the email design at a very basic level.

Unfortunately, these positions can often be very rigid, due to being a small part of a large marketing machine. Branding constraints, poor strategy and a lack of opportunity and creative input mean that the positions don't give you the freedom to get the results you know you can achieve.

But, how would you like a role like this involved from the ground up? To be the first loyalty and retention marketer in the team, at a fantastic up and coming brand in the consumer retail / ecommerce space? Hired to come in and shape what they do, use your creative and strategic know-how to build a successful strategy?

We're delighted to be working on a retained basis with a fast growing B2C retail business that has more than doubled its sales in the last 2 years, and set to exceed those growth figures this year and next! They have beautifully crafted products, manufactured on site and a genuine growth trajectory. The company ethos is that of creativity, support and growth (to each other and to their customers/community).

Reporting to the Founder, and working closely with the Acquisition Manager, you'll take full ownership of the customer lifecycle marketing - from post-purchase to loyalty rewards, you'll strategise and run campaigns, manage flows and keep customers engaged and felt wanted.

Some of your responsibilities will include:

• Owning and optimising customer experience communications
• Developing and testing loyalty programmes
• Segmenting audiences based on behavioural and purchase data
• Tracking retention KPIs and reporting on campaign performance, including repeat purchase rate, LTV, churn, loyalty engagement
• Gaining and analysing customer insights from email, loyalty, reviews, and survey data
• Strategise long-term goals and procedures for a fluid roll out of new processes

As Customer Retention & Loyalty Manager, you must have experience in email marketing, ideally automated/triggered campaigns, extensive CRM experience, and retention and lifecycle marketing understanding. Ideally from D2C / e-commerce background, you must have confidently worked with both e-commerce CMS systems (Ideally Shopify) and automated software such as Klaviyo.

You will be proficient in segmentation and performance reporting, be very analytical, with an eye for identifying patterns and insights from customer behaviour and be familiar with loyalty and referral tools.

Due to the flexibility of the company, this role can be a part-time or full-time role - minimum hours of 25 per week. This is a wonderful opportunity to join a fast-growing and highly rated retail organisation, whose passion is delivering on their promises and passion for customer experience are second to none.