Interim Head of Retention & Lifecycle Growth

Bike Club Limited; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

Bike Club Limited is seeking a senior, hands-on retention lead for a three‑month engagement to build Bike Club’s retention capability across the UK (and Germany) while a permanent Head of Retention is hired. You’ll work directly in Salesforce and Klaviyo from day one.

You’ll design customer journeys, optimise onboarding and churn, set up reporting, and partner with Content, Acquisition, Product, Customer Support, Operations and Finance to deliver a prioritized retention roadmap.

Qualifications

• Senior experience leading retention, lifecycle, CRM or loyalty in a consumer or subscription business.
• Hands-on experience in Salesforce, Klaviyo or comparable platforms.
• Strong data literacy and a test‑and‑learn mindset.
• Strong commercial acumen and stakeholder management.
• German market experience is a plus.
• Available immediately.

Responsibilities

• Review current lifecycle journeys (onboarding, engagement, exchange, cancellation and win-back) and fix the highest-impact gaps.
• Design and implement customer journeys, segmentation, triggers and offers in Salesforce and Klaviyo.
• Deliver quick wins on early-life churn, voluntary cancellations and failed payments.
• Use cohort analysis to understand churn by tenure, bike, brand, acquisition source and market.
• Set up reliable lifecycle, churn, exchange and cohort reporting.
• Plan member-get-member, referral and win-back activity, balancing customer value, growth and margin.
• Partner with Content, Acquisition, Product, Customer Support, Operations and Finance.

Skills

Retention strategy

Data analytics

Stakeholder management

CRM implementation

German market experience

Tools

Salesforce

Klaviyo

Job description

Bike Club Limited is seeking a senior, hands-on retention lead for a three‑month engagement to build Bike Club’s retention capability across the UK (and Germany) while a permanent Head of Retention is hired. You’ll work directly in Salesforce and Klaviyo from day one.

You’ll design customer journeys, optimise onboarding and churn, set up reporting, and partner with Content, Acquisition, Product, Customer Support, Operations and Finance to deliver a prioritized retention roadmap.