Head of Retention

Spotlight Recruitment; Greater London; Hybrid; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Bonus up to 30%

Members club access

Exercise classes funded

Team socials

28 days + bank holidays

Private health and dental

Job summary

Spotlight Recruitment is seeking a Retention Lead for a London hybrid role with a market-leading DTC brand. You will own loyalty initiatives, optimise subscription performance, and work closely with CRM, digital, and product teams to grow lifetime value and recurring revenue.

The ideal candidate combines strong analytical skills with a proactive, entrepreneurial mindset and experience in ecommerce tools like Loop, Recharge, or Skio.

Qualifications

• Experience and success in a retention role.
• Hands-on experience with subscription platforms such as Loop, Recharge, Skio, or similar.
• Genuine curiosity about customer behaviour and factors that influence retention.
• Proven ability to analyse data, identify opportunities, and translate insights into action.
• Excellent communication and stakeholder management skills.
• Ambitious and highly organised with strong strategic planning capabilities.
• Bonus if you have used Shopify and supporting ecommerce tools.

Responsibilities

• Lead the customer retention strategy to grow lifetime value and recurring revenue.
• Own subscription performance and data-led test-and-learn initiatives to reduce churn.
• Collaborate with CRM, digital, and product teams to optimise lifecycle journeys.
• Plan and execute acquisition recovery and retention offers throughout the year.
• Conduct market and customer research to uncover growth opportunities and loyalty programs.
• Deliver strategic reporting and insights to senior leadership.

Skills

Retention

Data analysis

Stakeholder management

Communication

Strategic planning

Test & learn mindset

Shopify experience

Ecommerce tools

Tools

Loop

Recharge

Skio

Shopify

Lifetimely

PostPilot

Fondue

Job description

Retention Lead | London Hybrid | up to £95k + up to 30% bonus + benefits

Our client is a global DTC and subscription brand experiencing rapid growth and disrupting the market successfully in their sector. Having scaled rapidly, they have an award-winning, market-leading hero product and a global growth roadmap. They are looking for an innovative, curious and analytical Retention Lead - they are open to entrepreneurial and ambitious candidates from startup, tech, DTC or subscription. This role is part of a highly collaborative team with direct access to senior leadership and strong learning and development support, who typically spend 4 days in the London office each week. Other benefits include bonus up to 30%, access to members club, funded exercise classes, team socials, 28 days + BH, private health and dental and many more.

As a Retention Lead, responsibility sits with leading the company's customer retention strategy, with a primary focus on increasing customer lifetime value and delivering sustainable recurring revenue growth. Key accountabilities include ownership of subscription performance, developing data-led test-and-learn initiatives to reduce churn and improve retention, and analysing customer and commercial performance to identify growth opportunities.

The position works cross-functionally with CRM, digital, and product teams to optimise lifecycle journeys, improve conversion among returning customers, support new product launches, and provide performance insights that inform future development.

This is an agile environment, additional responsibilities include planning and executing acquisition recovery and retention offers throughout the year, conducting market and customer research to uncover new growth opportunities, developing loyalty and advocacy programmes that strengthen customer engagement and referral activity, and delivering strategic reporting and actionable insights to senior leadership to support business decision-making.

Skills & Experience

• Experience and success in a retention role
• Hands-on experience with subscription platforms such as Loop, Recharge, Skio, or similar.
• Genuine curiosity about customer behaviour and factors that influence retention
• Proven ability to analyse data, identify opportunities, and translate insights into action.
• Excellent communication and stakeholder management skills.
• Ambitious and highly organised with strong strategic planning capabilities.
• Creative problem-solver with a test-and-learn mindset.
• Bonus if have used Shopify and supporting ecommerce tools (e.g. Lifetimely, PostPilot, Fondue).

Our client is looking for an ambitious long-term hire - if you want a role where you can influence and impact at scale this is the one for you!

Spotlight Recruitment is an Equal Opportunities Employer. Our focus is to ensure we're inclusive every day, helping our clients to recruit and build organisations that reflect modern society and celebrate diversity in all its forms. We want our candidates to feel that they belong and can be their best, regardless of background, identity or culture and we especially welcome applications from under-represented groups.

If you need any adjustments to support your application, such as information in alternative formats or special requirements for accessibility, please contact us and we’ll do everything we can to help. This information will be treated as confidential and used only for the purpose of determining any adjustments you may need for the interview process.

Spotlight Recruitment is an Equal Opportunities Employer. Our focus is to ensure we're inclusive every day, helping our clients to recruit and build organisations that reflect modern society and celebrate diversity in all its forms. We want our candidates to feel that they belong and can be their best, regardless of background, identity or culture and we especially welcome applications from under-represented groups. If you need any adjustments to support your application, such as information in alternative formats or special requirements for accessibility, please contact us and we’ll do everything we can to help. We are committed to supporting candidates who may need alternative arrangements. This information will be treated as confidential and used only for the purpose of determining any adjustments you may need for the interview process.

We are required to verify that candidates and employees meet the eligibility criteria to reside and work in the location specified. Unfortunately, we cannot offer visa sponsorship for candidates requiring a work permit in this location.