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Retention Lead

Harnham

Greater London

Hybrid

GBP 60,000 - 80,000

Full time

3 days ago

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Job summary

A leading company in the subscription commerce and entertainment sector is seeking a Recruitment Consultant to design and deliver a customer retention strategy. This pivotal role involves collaborating across teams to enhance customer lifetime value and reduce churn. The ideal candidate will have proven experience in retention marketing, a strong understanding of data-driven strategies, and the ability to work in a fast-paced environment.

Qualifications

Proven experience in a dedicated retention or lifecycle marketing role.
Strong understanding of LTV, churn, and data-led optimisation.

Responsibilities

Develop and execute a holistic retention strategy.
Use data to identify churn risks and behavioural triggers.
Monitor campaign effectiveness and continuously iterate.

Skills

Retention Strategy

Data-led Optimisation

Customer Engagement

Behavioural Segmentation

Education

Experience in Digital Subscription

1 week ago Be among the first 25 applicants

Direct message the job poster from Harnham

Recruitment Consultant - Marketing & Insights

London (Hybrid)

Up to £80,000

Looking to take full ownership of customer retention strategy in a fast-scaling, data-led subscription business? This is a standout opportunity to build a retention function from the ground up at a business moving at real pace.

Operating at the intersection of subscription commerce and entertainment, this company runs free to enter prize competitions — think VIP experiences, lifestyle rewards, and digital scratch-to-win games. They're rapidly expanding both in the UK and internationally, and are backed by major B2B partnerships with well-known consumer brands.

The Role:

Reporting into senior leadership and collaborating across CRM, Product, Customer Service and Data, it will be your responsibility to design and deliver the retention strategy that boosts customer lifetime value and reduces churn across subscriptions.

You’ll get hands-on with behavioural data, audience segmentation, contact strategy, offer testing, and even contact centre scripting. There’s substantial "low-hanging fruit" — with immediate opportunities to influence customer journeys, VIP engagement, and upsell/cross-sell flows.

Key Responsibilities:

Develop and execute a holistic retention strategy across key lifecycle stages
Use data to identify churn risks and behavioural triggers
Work closely with CRM to create targeted, high-performing retention campaigns
Collaborate with the 30-person contact centre team on scripting and messaging
Shape the end-to-end customer journey for both subscription and instant-win players
Launch cross-sell/upsell initiatives for games, tiers, and new products
Monitor campaign effectiveness and continuously iterate
Align with Product, Marketing, Finance and Customer Service on retention touchpoints

About You:

Proven experience in a dedicated retention or lifecycle marketing role, ideally at a digital subscription brand
Strong understanding of LTV, churn, behavioural segmentation and data-led optimisation
Comfortable in hands-on CRM execution, including copy nuance and testing
Experience working across functions — especially with contact centres, CRM, product and data teams
Bonus: familiarity with instant-win mechanics or gamified consumer journeys
Commercially sharp, strategic thinker who enjoys operating at speed
Comfortable working in a scale-up — building structure while delivering impact

This is a unique chance to join a category-disrupting brand in growth mode, at a pivotal point in its journey. You’ll have the runway to shape a key part of the business with full backing from leadership.

To register your interest in this role, please send your CV to roshnibaillie@harnham.com or through the Apply link on this page.

#RetentionMarketing #CustomerEngagement #SubscriptionBusiness #DigitalGrowth #LifecycleMarketing #CRMJobs #DataDrivenMarketing #ScaleUpRoles #MarketingCareers

Seniority level

Seniority level
Director

Employment type

Employment type
Full-time

Job function

Job function
Marketing
Industries
Entertainment Providers and Gambling Facilities and Casinos

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