Head of Retention

eMed; Greater London; On-site; GBP 90,000 - 130,000; Full time

Benefits offered by this job

25 days holiday

Breakfast & snacks

Monthly socials

Health plan

Pension matched

Job summary

SheMed is seeking a Head of Retention to own our end-to-end retention strategy and to build the operating model and team required to execute it. You will set the strategic direction for member engagement, drive revenue-positive retention, and partner across Product, Tech, CRM, and Support.

You will lead the design of pacing, onboarding, renewals, and win-back initiatives, while building dashboards and reporting to track churn, LTV, and cohort retention.

Qualifications

• ~6 years of experience in a retention, growth, lifecycle, or customer engagement role.
• Strong organisational skills and ability to keep multiple teams aligned.
• Data-driven mindset with a track record of hitting retention targets.
• Experience with lifecycle marketing tools such as Braze and Salesforce.

Responsibilities

• Define end-to-end retention strategy with clear roadmaps and outcomes.
• Build and lead a dedicated retention team across lifecycle, experiments, and comms.
• Design and run structured experimentation (A/B, multivariate) across journeys.

Skills

Retention strategy

Leadership

Data-driven

Collaboration

Tools

Braze

Salesforce

Job description

SheMed is transforming women’s healthcare with bold innovation and a relentless focus on results. As leaders in personalised healthcare, we empower women on their weight loss journeys through science-backed, GLP-1 focused programmes designed for sustainable, long-term success. Combining cutting-edge technology, tailored treatments, and a deep commitment to patient-centric care, we are setting a new standard in healthcare that puts women first.

With the energy and ambition of a start-up, we’re breaking barriers and redefining the healthcare experience. Innovation drives everything we do from crafting intuitive, results-oriented programmes to seamlessly integrating healthcare into the fast-paced lives of modern women.

Please note: This is an office-based role, Monday to Friday, 9am – 6pm. We are based in Euston, London.

Purpose of Role:
SheMed is looking for a Head of Retention to own our end-to-end retention strategy, from the numbers that define success to the team and processes that deliver it. You’ll set the strategic direction for how we keep members engaged and in-programme for longer, and you’ll build the operating model and team needed to execute it.

This is a build-and-run role. You’ll spend the first chapter defining the strategy and standing up the team and testing infrastructure, and every chapter after that using data and experimentation to compound retention gains. You’ll work daily across Product, Tech, CRM, Support and Strategy, and you’ll be the person leadership turns to for “what’s our retention number going to be, and what are we doing about it.”

What You’ll Work On:
Own the retention strategy

• Define SheMed’s end-to-end retention strategy, from onboarding through renewal, and translate leadership goals into a clear roadmap with owners and outcomes.
• Set the retention agenda rather than just coordinate other people’s initiatives, make the call on where to invest, what to sunset, and what to prioritise when trade-offs come up.
• Own the retention P&L logic: understand how retention moves LTV, CAC payback, and overall unit economics, and make the case for investment accordingly.

Build and lead the team

• Design and build out a dedicated retention function , define the roles you need (e.g. lifecycle, retention analyst, experimentation), hire, and manage the team as it grows.
• Set ways of working for the function: how work gets prioritised, how experiments get greenlit, how wins get shared back to the business.

Test, learn, and experiment

• Build a structured experimentation programme (A/B and multivariate testing) covering lifecycle messaging, in-app journeys, onboarding, win-back, and pricing/packaging levers that affect retention.
• Establish a test-and-learn cadence: hypothesis backlog, prioritisation framework, statistical rigour, and a clear loop from insight to shipped change.
• Be scrappy where speed matters and rigorous where the stakes are high, know which mode a given initiative calls for.

Drive cross-functional execution

• Be the connective tissue across Marketing, Product, Tech, Clinical, CRM and Support so retention tactics are aligned, not duplicated, and executed with clear accountability.
• Partner with Product and Clinical to introduce features that support retention directly, habit-forming mechanics, health tracking, milestone recognition, member-exclusive content.
• Support the design of segmented, personalised email, SMS, and in-app journeys tied to customer education, milestones, and health goals.

Measure and report

• Partner with the data team to define success metrics for every retention initiative; own churn rate, LTV, cohort retention curves, and forecasting.
• Work with the data team to build retention dashboards and reporting that show what’s working, what isn’t, and why and then importantly use them to drive decisions, not just describe history.
• Report on progress against KPIs monthly, quarterly and annually to leadership.

Build the voice-of-member feedback loop

• Launch in-product surveys, calls, and forums to understand why members stay and why they leave.
• Turn qualitative insight (Product, CX, Marketing) into an actionable, prioritised backlog of retention initiatives.

What We Are Looking For:

• Have ~6 years of experience in a retention, growth, lifecycle, or customer engagement role — ideally in a healthtech, DTC, or subscription-based startup.
• Strong organisational skills and ability to keep multiple teams aligned and focused on goals.
• Data-driven mindset with a proven track record of hitting retention targets.
• Have a strong grasp of lifecycle marketing tools (Braze, Salesforce)
• Are energised by fast-paced, high-growth environments where things are always changing.
• Excellent collaboration and communication skills with experience working cross-functionally.
• Creative problem-solver with a passion for building community and driving customer loyalty.

What We Offer:

• A mission-driven team focused on closing the women’s health gap
• Competitive Salary
• 25 days holiday
• Breakfast and all day snacks
• Monthly socials
• Health care Cash Plan including physio, digital clinical appointments and wellbeing for you, your partner and children
• £80 contribution to noise cancelling headphones
• Life insurance cover of 4x salary
• Pension contribution matched up to 5%
• Cycle to work scheme

We want to make sure our interview process is fully accessible to everyone. Please let us know if you require any reasonable adjustments or physical accommodations for your visit to our office.

Please note that offers of employment are subject to receipt of satisfactory references and a enhanced DBS check.

WORKING AT SHEMED

Whether you work in one of our amazing offices, clinics or part of our remote clinician workforce, SheMed is highly collaborative and fun! You’ll have a chance to work in a fast-paced environment with experienced industry leaders. We have a learning environment where you can make an impact.

WHO WE ARE

At SheMed our people aren’t just part of a team, they’re part of something bigger. We’re a vibrant community of creative thinkers and doers, forging the way for a new generation of healthcare. We’re only as good as our people. So, finding the best people is everything to us. We serve millions, but we choose our people one at a time…

DIVERSITY

We believe that difference inspires a better, healthier world. That’s why it’s at the heart of everything we do. From our people to our products, difference enriches every part of our business and creates a culture based on equality of opportunity, and in which all employees can progress their careers. We’re committed to creating an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, colour, religion, sex, pregnancy status, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, and any other characteristic protected by applicable law.