Retention Lead

Spotlight Recruitment; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Benefits offered by this job

Share options and bonus

Job summary

Spotlight Recruitment is partnering with a fast-growing global DTC wellness brand to hire a Loyalty & Retention Lead in London. The role drives customer lifetime value, subscription growth, churn reduction, and loyalty strategy across the post-purchase journey, with a hybrid 4-day office model.

You will own onboarding, subscription journeys, and loyalty programmes, turning first-time buyers into long-term advocates by personalising touches and using data-driven segmentation.

Qualifications

• Strong experience in retention, CRM, or lifecycle marketing within a DTC brand or subscription environment.
• Hands-on Klaviyo expertise for building journeys and automations.
• Proven track record of improving repeat purchases, churn reduction, and LTV.
• Analytical thinker with ability to translate data into action.
• Experience building loyalty programmes with rewards, tiers, and points processes.
• Passion for consumer brands in beauty, skincare, wellness, or subscription‑led ecommerce.

Responsibilities

• Own end-to-end customer lifecycle and post-purchase experiences.
• Design onboarding, subscription journeys, retention, and loyalty programmes.
• Leverage customer insights and segmentation to reduce churn and increase LTV.
• Collaborate across cohorts and acquisition channels to refine the customer journey.

Skills

Retention Marketing

CRM

Lifecycle Marketing

Customer Segmentation

A/B Testing

Tools

Klaviyo

Churn Modelling

Cohort Analysis

Job description

Loyalty & Retention Lead – Global DTC wellness - up to £80k + share options, bonus

Our client is a fast-growing global DTC beauty and wellness brand seeking a Retention & Loyalty Manager to drive customer lifetime value, subscription growth, churn reduction, and loyalty strategy across the post-purchase journey. Based in exceptional London offices with a hybrid 4-day office model and flexible core hours (10am-4pm), you'll join a collaborative, high-growth marketing team. This is a strategic lifecycle marketing role focused on understanding customer behaviour, optimising onboarding and subscription journeys, improving retention, and building loyalty programmes that turn first‑time buyers into long‑term advocates. Operating within the skincare, wellness, and supplements sector, the business is experiencing rapid international expansion and is on track to become a market leader.

This role is responsible for owning and optimising the end‑to‑end customer lifecycle, creating exceptional post‑purchase experiences that drive engagement, loyalty, and long‑term customer value. You will design and enhance onboarding, subscription, retention, and loyalty programmes, ensuring every customer touchpoint is seamless, personalised, and impactful. By leveraging customer insights, feedback, and behavioural data, you will identify opportunities to reduce churn, improve retention, and increase lifetime value through targeted interventions, intelligent save strategies, and sophisticated segmentation. Working across multiple customer cohorts and acquisition channels, you will continuously refine the customer experience, turning insights into action and delivering sustainable growth through stronger customer relationships and increased brand affinity.

What you'll bring

• Strong experience in Retention, CRM, or Lifecycle Marketing within a DTC brand or subscription environment.
• Hands‑on Klaviyo expertise with the ability to build, optimise, and scale sophisticated customer journeys.
• A track record of moving retention metrics and owning KPIs such as repeat purchase rate, churn reduction, subscription growth, and customer lifetime value.
• A commercially‑minded analytical approach with confidence in cohort analysis, churn modelling, and translating data into action.
• Experience building loyalty programmes including rewards, tiers, points mechanics, and customer engagement strategies.
• A passion for consumer brands, ideally within beauty, skincare, wellness, or subscription‑led ecommerce.

Why you'll love this role

This is an opportunity to sit at the heart of a fast‑growing skincare brand where customer experience, loyalty, and retention are key growth drivers. You'll have the freedom to experiment, test, and shape a retention strategy that directly influences customer love, lifetime value, and long‑term business success. If you're excited about creating customer journeys that feel as personalised and effective as the skincare products themselves, we'd love to hear from you.

• Bonus + EMI share options
• Hybrid: 4 days office (Central London), 1 WFH
• On‑site gym, pool, sauna, terrace, cafe and sociable team
• 25 days holiday + BH
• 2 weeks remote working abroad
• Annual training fund
• The opportunity to join an exciting rapidly growing scale up business, with a collaborative, friendly and driven team.

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.

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.