Head of Retention

JR United Kingdom; Maidstone; On-site; GBP 60,000; Full time

Job summary

A leading company in the fitness and wellbeing industry is looking for a Head of Retention. This role focuses on enhancing customer journeys and driving retention strategies to maximize customer lifetime value. Join a community dedicated to innovation and employee wellbeing, with a commitment to your personal growth and satisfaction within a vibrant team.

Benefits

Generous family leave packages

Private Healthcare & Dental Cover

Pension

Flexible hours & Environment

Tailored bonus plan

Wellbeing programme

Community engagement week

Friends and family discount

Recognition for achievements

Qualifications

• 5+ years experience in retention, CRM or lifecycle marketing.
• Successful in developing strategies that drive engagement and revenue growth.
• Experience in a fast-paced, digital-first business environment.

Responsibilities

• Own the Retention Strategy and define the Retention roadmap.
• Design and optimise personalised lifecycle campaigns.
• Lead, mentor, and scale a high-performing CRM team.

Skills

Customer engagement

Retention strategies

CRM expertise

Data analysis

Team leadership

Project management

Creative problem-solving

Commercial awareness

Job description

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Over the last 16 years Wolfson Brands has developed an award-winning catalogue of globally recognised industry leading fitness, health and wellbeing brands. From in-house branding to marketing through our very own Network (FanFuel), we challenge the industry norm with unparalleled innovation bound with creativity.

We are innovators in brand, marketing, product and culture. Creating inspiration, we never stop exploring the possible and see evolution as a key part of the journey to unlocking happiness. We do this together, we are a community, we practise humility, we strive to help ourselves and others Live Life Better. We push to be the difference. We are Wolfson.

It’s been an incredible adventure. We’re excited for what comes next.

What can you expect from us? Aside from the recognition, reward and incentives we provide for our team, there’s so much more to life with Wolfson.

Working with us, your voice will be heard, you’ll grow, learn and be encouraged to challenge boundaries. We’ll make a positive commitment to your positive wellbeing and health, and you’ll work with a solid team who will motivate you, both personally and professionally. You’ll become part of a company that’s growing globally, and inspiring all of us to live life better!

Our Values – this is our culture.

HAPPINESS

We strive to enjoy every day, to provide that ? to customers, peers, family & are on that constant pursuit of happiness

COMMUNITY

We Give Back in any way we can, from the communities we operate in to ones we create - our team, our affiliates & customers

INSPIRE

We lead by example, we are pioneers, we are passionate, we are innovators. We Inspire change

HUMILITY

We are in this together. We care. We show gratitude, we have empathy for others and are respectful at all times

EXPLORE

We are inquisitive. We travel into the unknown. We believe anything is possible, be bold, have faith.

EVOLVE

We never stand still. Always moving, always learning and always leading the way

As you’d imagine, we offer all the usual perks of working with a global industry leader: individual recognition schemes, generous allowances for time off, private healthcare cover, permanent flexibility of hours and working location to name but a few.

Personal benefits and perks include :

• Generous family leave packages - family first , always.
• Private Healthcare & Dental Cover
• Pension
• Flexible hours & Environment - Honesty over Hours. Life over Location
• Tailored bonus plan
• A wellbeing programme focused on Mind, Body, Finance and Social
• Perk boxes with the latest products and merchandise, on arrival with us and quarterly
• The ability to give something back, with a week each year for working in the Community
• Friends and family discount on all Wolfson web stores and bands
• Recognition when we achieve great things

Description of the role

We’re looking for a Head of Retention to turn strong acquisition into even stronger lifetime value. This is a high-impact, commercially-led role. You'll lead the charge in reducing churn, boosting LTV, and building smart customer journeys that keep people coming back for more.

Own the Retention Strategy – Define and drive our Retention roadmap across CRM, subscriptions, loyalty and post-purchase experience. Build and scale initiatives that directly impact LTV, CAC payback, and repeat purchase rate.

Create Seamless Journeys - Design and optimise segmented, personalised lifecycle campaigns across email, push, in-app and more.

Optimise Subscriptions & Loyalty - Own the subscription funnel from sign-up to save. Test bundling, winback offers, referrals, and loyalty programmes that drive LTV.

Drive Customer-Centricity - Champion a customer-first mindset across the business, ensuring every CRM touchpoint reflects our brand and values.

Optimise Tools & Tech - Enhance our CRM stack, automation, segmentation, and campaign cadence.

Foster a High-Performing Team - Lead, mentor, and scale a best-in-class CRM team cultivating a culture of collaboration, curiosity, and continuous learning.

Set & Track Clear KPIs - Establish performance metrics, report impact to senior stakeholders, and constantly refine tactics through testing and insights.

Budget & Resource Ownership - Manage Retention budgets and investment frameworks, ensuring smart allocation for maximum growth.

Collaborate Cross-Functionally - Work closely with creative, brand, marketing and other teams to ensure Retention strategy aligns with broader business goals.

Lead with Innovation - Stay ahead of Retention trends and champion a culture of experimentation using A/B testing, behavioural insights, and data analysis.

Turn Insights into Action - Leverage customer data to inform marketing, product development, and CX strategies across the business.

Who are we looking for?

We believe in people. We believe in great skills, attitude and supporting you. If you’re aligned with our values, believe in our vision and are excited about the opportunity, then we’d really love to learn more about you (even if you don’t tick all the boxes) apply anyway!

• 5+ years experience in retention, CRM or lifecycle marketing (ideally in eCommerce or DTC)
• Demonstrated success in developing and managing strategies that drive customer engagement, retention and revenue growth
• Proven experience leading Retention strategy in a fast-paced, digital-first business
• Deep understanding of customer data, segmentation, and lifecycle marketing
• Hands-on expertise in CRM platforms, campaign orchestration, and marketing automation
• A natural leader with a track record of building, inspiring, and scaling high-performing teams
• Strong commercial awareness and a results-first mindset
• Passion for customers, growth, and creative problem-solving
• Proven ability to work cross-functionally
• Experience managing multiple brands
• Creative thinker and problem solver
• The ability to manage and allocate budgets
• Written and verbal communication skills
• Time and project management skills, including the ability to work on multiple projects at the same time

Salary: Up to £60 000

We value and embrace difference, and so we are of course an equal opportunity employer. We will not unlawfully discriminate on grounds of gender, sexual orientation, marital or civil partner status, gender reassignment, race, religion or belief, colour, nationality, ethnic or national origin, disability or age, pregnancy or trade union membership.