Retention Growth Lead — CRM, Email & SMS (Hybrid)

Mous Products Ltd.; Greater London; Hybrid; GBP 52,000 - 76,000; Full time

Benefits offered by this job

Hybrid working model

Discount on Mous products

25 days’ holiday + 8 bank holidays

Cycle to Work Scheme

Employee Assistance Programme

Job summary

Mous is seeking a Retention Manager to own and accelerate growth by shaping strategy, building the roadmap, and maximizing the value of our growing customer base. You’ll join a fast-growing DTC brand with a loyal global community and strong creative identity.

In this hybrid role, you’ll own email and SMS retention, develop lifecycle frameworks, run testing, and surface insights to drive repeat purchases and lifetime value across the full customer journey.

Qualifications

• Hands-on Klaviyo expertise (or comparable ESP)
• 2–4 years in CRM/retention/lifecycle marketing, ideally at a DTC ecommerce or consumer brand
• Confident with retention metrics – LTV, repeat purchase rate, churn
• Demonstrable record of growing repeat purchase rate and CRM-driven revenue

Responsibilities

• Own and optimise the email & SMS programme in Klaviyo – building and reporting on lifecycle flows (welcome, post-purchase, abandonment, win-back) and the weekly campaign calendar
• Develop the CRM/retention roadmap and customer segmentation across the full post-purchase journey
• Plan and run A/B tests on creative, offers, subject lines and send times, and report against retention KPIs
• Own retention reporting – repeat purchase rate, customer LTV, churn and email/SMS revenue – and surface insights to the wider Ecommerce team

Skills

Klaviyo

CRM & retention

LTV analysis

Email & SMS marketing

Job description

Mous is seeking a Retention Manager to own and accelerate growth by shaping strategy, building the roadmap, and maximizing the value of our growing customer base. You’ll join a fast-growing DTC brand with a loyal global community and strong creative identity.

In this hybrid role, you’ll own email and SMS retention, develop lifecycle frameworks, run testing, and surface insights to drive repeat purchases and lifetime value across the full customer journey.