Growth Retention Lead

Pivotal London; Greater London; On-site; GBP 65,000 - 90,000; Full time

Job summary

Pivotal London Ltd is seeking a Retention Lead to take full commercial ownership of a scalable subscription model and drive growth. You will work with the product team on the development roadmap and influence how new launches land with the existing customer base.

The role focuses on reducing churn, expanding customer lifetime value, and delivering insights to senior leadership in a fast-paced environment.

Qualifications

• 4-6+ years in a retention-focused role within a consumer product business.
• Experience with subscription management platforms and email/SMS tools.
• Proactive, curious mindset with interest in why customers stay or churn.
• Strong analytical ability and excellent written communication.

Responsibilities

• Own subscription performance and build a test-and-learn framework to reduce churn and grow ARR.
• Analyse performance metrics to identify growth opportunities and strategic insights.
• Partner with website and CRM teams to optimise returning customer conversion and lifecycle flows.
• Strategise seasonal and always-on offers to re-acquire and retain customers.
• Build loyalty and advocacy programmes that reward long-term subscribers.
• Deliver clear reporting and insights to senior leadership.

Skills

Retention marketing

Subscription analytics

A/B testing

CRM platforms

Strong communication

Tools

Klaviyo

Braze

Loop

Recharge

Skio

Job description

We are partnering with a global market-leading health tech scale-up and one of the fastest-growing companies in the UK, disrupting a stagnant multibillion-pound industry through award-winning product innovation and world-class performance marketing. Their hero product has redefined its category for over a million customers across 40+ countries, and they're now looking for a Retention Lead to own the next phase of growth.

You will take full commercial ownership of a proven, scalable subscription model with significant untapped potential. Joining a category leader shaping the future of a fast-growing market, you will work directly with the product team on an active development roadmap, influencing how new launches land with the existing customer base.

Responsibilities

• Own subscription performance, building a test-and-learn framework to reduce churn and grow ARR
• Analyse performance metrics to identify growth opportunities and strategic insights
• Partner with website and CRM teams to optimise returning customer conversion and lifecycle flows
• Strategise seasonal and always-on offers to re-acquire and retain customers
• Build loyalty and advocacy programmes that reward long-term subscribers
• Deliver clear reporting and insights to senior leadership

About you

We're keen to speak with candidates who have:

• 4-6+ years in a retention-focused role within a consumer product business
• Experience with subscription management platforms (e.g. Loop, Recharge, Skio) and email/SMS tools (e.g. Klaviyo, Braze)
• A proactive, curious mindset - genuinely interested in why customers commit or leave
• Strong analytical ability paired with excellent written communication
• A strategic thinker comfortable in a fast-paced, high-pressure environment

At Pivotal, we celebrate diversity and are committed to creating an inclusive recruitment process. We welcome applications from people of all backgrounds and experiences.