Growth & Retention Lead

LevelOut; Greater London; Hybrid; GBP 34,000 - 46,000; Full time

Benefits offered by this job

Unlimited access to LevelOut reformer/

Performance incentives

Job summary

LevelOut, London’s boutique reformer Pilates brand, seeks a Growth & Retention Lead to own the customer journey—turning leads into loyal members, growing spend, and preventing cancellations. The role blends sales, retention, and data analytics to drive revenue.

You’ll collaborate with marketing on campaigns, optimize offers, and build playbooks for conversions, activations and reactivations, with a mix of studio and remote work in London.

Qualifications

• You're commercially sharp and data-driven.
• You take full ownership of your numbers, spot revenue gaps and propose fixes.
• You think strategically about pricing and value: you know how to position an upsell.
• You're a natural communicator who can converse warmly across channels.
• You're curious about how AI and automation can remove friction.

Responsibilities

• Converting intro offers and class packs into recurring packages.
• Upselling existing customers into higher‑value packs at the right moment.
• Following up on trial no‑shows with a fast, friendly chase sequence.
• Selling postnatal courses, private sessions, workshops and Academy programmes.
• Proactively identifying and reactivating lapsed customers before they're gone.

Skills

Data-driven

Commercial mindset

Pricing strategy

Upselling

Communication

Automation interest

Job description

Growth & Retention Lead - Full time, London based.

LevelOut is growing fast, and we're looking for a Growth & Retention Lead to join the team. This sales role sits at the heart of our customer base journey - converting first-timers into regulars, growing spend across our existing base, saving cancellations and winning back lapsed customers. You'll own the numbers, work closely with marketing on campaigns that convert, and be the person who makes sure no opportunity slips through the cracks.

Who we’re looking for

You're commercially sharp and data-driven. You take full ownership of your numbers, spot where revenue is being left on the table and propose how to fix it. You think strategically about pricing and value: you know how to position an upsell without it feeling pushy, and you're already thinking about the next conversion opportunity before anyone's asked.

You're a natural communicator who knows how to have a real conversation, whether that's a WhatsApp follow-up, an Intercom chat or a well-crafted win-back email. You write the way people talk - warm, direct, no waffle - and can adapt the brand tone across a chase sequence, a course sales push and a cancellation save without it feeling like three different people wrote them.

You're curious about how AI and automation can remove friction, and you actively look for ways to work smarter, not just harder.

Most importantly, you get the LevelOut vibe. You believe in what we're building and that comes through in every interaction you have.

About LevelOut

LevelOut is London’s fastest-growing boutique reformer Pilates brand, with 22 studios launched since January 2023 and ambitious plans to expand across the UK and Europe. We’re on a mission to make world‑class reformer Pilates accessible, inclusive and community-driven - blending premium experiences with exceptional results.

What you'll actually be doing

Your job is to drive sales by converting leads into loyal customers to LevelOut studios. LevelOut is unique for its quality training, inclusive atmosphere and reasonable prices - the warmth and openness is important to the brand and we want you to spread the word.

Convert & Sell

• Converting intro offer and class pack users into recurring package holders
• Upselling existing customers into higher‑value packs at the right moment
• Following up on trial no‑shows with a fast, friendly chase sequence
• Selling postnatal courses, private sessions, workshops and Academy programmes
• Supporting pre-sales campaigns for upcoming studio launches
• Driving gift card and seasonal gifting pushes in partnership with marketing

Retain & Win Back

• Handling cancellation requests with empathy and a clear saves playbook
• Managing freeze and pause requests as a separate, structured process
• Proactively identifying and reactivating lapsed customers before they're gone for good

Grow & Report

• Analysing customer data and performance metrics to identify pricing and packaging opportunities
• Asking happy customers for referrals at the right moment
• Handling corporate and B2B enquiries where relevant
• Owning conversion rate reporting by channel and offer type, shared weekly with the Marketing Manager and Founder’s Associate
• Bringing clear, actionable insight to the team on what's working and what isn't
• Identifying and implementing automation opportunities across the customer base journey to drive efficiency and consistency at scale.

What success looks like

In your first 90 days you'll have a clear picture of our conversion rates across every stage of our customer base journey, a playbook that's actually working, and a track record of campaigns that moved the numbers. By month 6, you'll own this function end to end.

• Format: Full-time
• Location: London-based, mix of studio and remote
• Reports to: Jacek Bilinski, Co-Founder
• Start: ASAP

What we offer

• Salary: £40,000 + performance incentives tied to conversion and retention targets
• Unlimited access to LevelOut reformer and strength classes