Customer Retention & Loyalty Strategist

Confidential; Greater London; Hybrid; GBP 35,000 - 50,000; Full time

Benefits offered by this job

Hybrid working model

Exposure to senior leadership

Career progression opportunities

Competitive salary package and perks

Job summary

Confidential in London is seeking a CRM & Loyalty Executive to own lifecycle marketing initiatives across the customer journey, driving retention and loyalty. You’ll collaborate with marketing, product and customer experience to improve CLV and reduce churn.

Responsibilities include managing post-purchase journeys, onboarding, win-back campaigns and loyalty programme optimisation while delivering actionable reports for senior leadership.

Qualifications

• Experience in CRM, lifecycle marketing, retention or email marketing.
• Comfort with customer data, reporting and spreadsheets.
• Excellent communication and stakeholder management skills.
• Proactive mindset focused on retention, loyalty and lifecycle marketing.
• Experience in D2C, retail, eCommerce, beauty, wellness or subscription businesses is a plus.

Responsibilities

• Manage post-purchase journeys, onboarding programmes and win-back campaigns.
• Support subscription lifecycle communications and retention optimisation.
• Develop cancellation prevention and customer save strategies.
• Use feedback, service data and behavioural insights to identify improvement opportunities.
• Build targeted lifecycle campaigns based on customer segmentation.
• Support development and optimisation of the loyalty programme, including rewards and tiers.
• Produce regular performance reports with insights on retention and lifetime value.

Skills

CRM platforms

Lifecycle marketing

Email marketing

Data analysis

Stakeholder management

Tools

Klaviyo

Job description

Confidential in London is seeking a CRM & Loyalty Executive to own lifecycle marketing initiatives across the customer journey, driving retention and loyalty. You’ll collaborate with marketing, product and customer experience to improve CLV and reduce churn.

Responsibilities include managing post-purchase journeys, onboarding, win-back campaigns and loyalty programme optimisation while delivering actionable reports for senior leadership.