Retention & Growth Lead - DTC

Spotlight Recruitment; Greater London; Hybrid; GBP 65,000 - 85,000; Full time

Benefits offered by this job

Bonus

Job summary

Spotlight Recruitment is seeking a Retention & Growth Lead for an in-house DTC/Ecommerce business. This hybrid London role offers hands-on ownership of the retention strategy, aiming to lift customer lifetime value and drive recurring revenue.

You'll partner with CRM, digital and product teams, run data-led test-and-learn initiatives to reduce churn, and report insights to senior leadership. The role includes access to senior leadership and strong learning & development opportunities.

Qualifications

• 4–6+ years in customer retention, CRM or subscription growth within a consumer brand.
• Hands-on experience with subscription platforms Loop, Recharge, Skio or similar.
• Strong experience using Klaviyo, Braze, or equivalent email/SMS marketing platforms.
• Genuine curiosity about customer behaviour and factors that influence retention.

Responsibilities

• Own the customer retention strategy with focus on increasing lifetime value and recurring revenue.
• Develop data-led test-and-learn initiatives to reduce churn and improve retention.
• Collaborate with CRM, digital and product teams to optimise lifecycle journeys and conversion.
• Provide performance insights to senior leadership to inform decision-making.
• Plan and execute acquisition, recovery and retention offers throughout the year.

Skills

CRM & lifecycle marketing

Data analysis

Stakeholder management

Strategy planning

Communication

Test-and-learn mindset

Tools

Loop

Recharge

Skio

Klaviyo

Braze

Job description

Retention & Growth Lead | Inhouse DTC/Ecommerce | Hybrid London | up to £85k plus bonus

Our client is a fast-growing, in-house global DTC and subscription business experiencing rapid growth and disrupting the market in their sector. Having scaled rapidly on a global level, they have an award-winning, market-leading hero product and a global growth roadmap. This is a hybrid role with time in the London office, a generous bonus and range of other benefits along with direct access to senior leadership and strong learning and development support. This role is ideally 3-4 days in the lovely London office.

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

• 4-6+ years' experience in customer retention, CRM, lifecycle marketing, or subscription growth within a consumer brand.
• Hands-on experience with subscription platforms such as Loop, Recharge, Skio, or similar.
• Strong experience using Klaviyo, Braze, or equivalent email/SMS marketing platforms.
• 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.
• Strong academic and professional track record.
• Bonus if have used Shopify and supporting ecommerce tools (e.g. Lifetimely, PostPilot, Fondue).

If you have a background in retention, loyalty, CRM and want an inhouse retention and loyalty 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.