Retention Lead

Profiles Creative; Greater London; On-site; GBP 70,000 - 110,000; Full time

Job summary

Profiles Creative is partnering with a global health tech scale-up disrupting a multi-billion-pound industry with a product-led DTC model and a rapidly growing international customer base.

The Retention Lead will own the subscription model, customer lifetime value (LTV), churn and retention strategy with commercial ownership and collaboration across product, analytics and marketing to drive recurring revenue and loyalty.

Qualifications

• 4+ years' experience in a retention-focused role within a consumer product business
• Strong experience with subscription business model
• Experience with Loop, Recharge, Skio or a comparable subscription platform
• Experience with Klaviyo, Braze or similar email/SMS platforms
• Highly analytical, with the ability to turn data into commercial decisions
• Naturally curious about customer behaviour - understanding why customers stay, leave and spend
• Strategic, proactive and comfortable operating in a fast-paced, high-growth environment

Responsibilities

• Own the subscription model and retention strategy, with a focus on reducing churn and growing ARR
• Build a structured test-and-learn programme across the customer lifecycle
• Dive into customer and performance data to uncover opportunities to increase LTV
• Optimise returning customer conversion, lifecycle journeys and retention campaigns
• Develop offers and strategies to re-acquire and retain customers
• Work closely with Product on new launches and use customer insight to influence future products
• Build loyalty and advocacy initiatives that drive retention, referrals and long‑term brand value
• Present clear, actionable commercial insights to senior leadership

Skills

Retention strategy

Data analysis

Subscription model

Strategic thinking

Cross-functional collaboration

Tools

Loop

Recharge

Skio

Klaviyo

Braze

Job description

1M+ customers. 40+ countries. One of the fastest-growing companies in the UK.

We're partnering with a global health tech scale-up that is disrupting a multi-billion-pound industry with a product-led DTC model and a rapidly growing international customer base.

They've already built a proven business. Now they're looking for a Retention Lead to unlock the next level of growth owning the subscription model, customer LTV, churn and retention strategy across the business.

This is a role with real commercial ownership. You'll be close to the data, customer and product with the freedom to test, challenge and build the strategies that drive recurring revenue.

The Role

• Own the subscription model and retention strategy, with a focus on reducing churn and growing ARR
• Build a structured test-and-learn programme across the customer lifecycle
• Dive into customer and performance data to uncover opportunities to increase LTV
• Optimise returning customer conversion, lifecycle journeys and retention campaigns
• Develop offers and strategies to re-acquire and retain customers
• Work closely with Product on new launches and use customer insight to influence future products
• Build loyalty and advocacy initiatives that drive retention, referrals and long‑term brand value
• Present clear, actionable commercial insights to senior leadership

What We're Looking For

• 4 + years' experience in a retention-focused role within a consumer product business
• Strong experience with subscription business model
• Experience with Loop, Recharge, Skio or a comparable subscription platform
• Experience with Klaviyo, Braze or similar email/SMS platforms
• Highly analytical, with the ability to turn data into commercial decisions
• Naturally curious about customer behaviour - understanding why customers stay, leave and spend
• Strategic, proactive and comfortable operating in a fast-paced, high-growth environment

Interested?