Retention Lead

剔偉; London; On-site; GBP 35,000 - 65,000; Full time

Job summary

Join a dynamic team at a leading wellness brand focused on creating calming products for a healthier lifestyle. This role is pivotal in driving customer retention through innovative strategies and data-driven insights. As part of a vibrant and supportive workplace, you will manage email marketing, develop loyalty programs, and optimize subscription services. With a commitment to mental wellbeing, this company offers a unique opportunity to contribute to a mission that prioritizes health and happiness. If you are a creative problem solver with a passion for customer engagement, this is the perfect opportunity for you!

Benefits

Pension plan

Company share scheme

24 days holiday + birthday off

TRIP product discount

Community Day for volunteering

Free 1:1 therapy

Private Healthcare

Monthly CBD Oil allowance

Sabbatical after 2 years

Dog Friendly office

Qualifications

• 3+ years experience in D2C ecommerce with a focus on customer retention.
• Expertise in CRM tools and subscription technologies.

Responsibilities

• Lead customer retention strategy and email marketing initiatives.
• Develop referral and loyalty programs to boost engagement.

Skills

Customer Retention Strategy

Email Marketing

Data Analysis

Creative Problem Solving

CRM Tools

Subscription Technologies

Tools

Klaviyo

Shopify

Lifetimely

Recharge

Job description

About TRIP

TRIP’s mission is to create calm in the everyday chaos, offering next-generation wellness products to power your lifestyle and nurture mental wellbeing. Co-founders, husband and wife team Olivia and Daniel discovered plant-based wellness after a transformative personal experience and decided to launch TRIP to bring the most delicious, highest quality functional drinks and supplements to millions of people globally.

Since launch, TRIP has become the world’s leading wellness drinks brand. It was named by Alantra as the fastest-growing FMCG business of the last 16 years, ranked the 4th fastest-growing company by The Sunday Times for two consecutive years, and is now the largest privately owned carbonates brand in the UK. Our multi-award-winning drinks and supplements are now available in over 35,000 stores globally, including all major UK Retailers, Erewhon, Soho House Global, Target, Carrefour, Monoprix, Albert Heijn and many more.

Our vision is to become the global leader in calming drinks and supplements. Synonymous with calm in the same way Red Bull is with energy. Committed to becoming the defining brand for a generation who drinks less but prioritises mental wellbeing more than ever. There has never been a better time to join our incredible team!

THE ROLE

Leading the retention for TRIP through D2C, including but not limited to:

1. Lead & manage the customer retention strategy, focusing on planning, execution, optimisation, testing, reporting and analysis/reporting.
2. Develop and implement TRIP's email marketing strategy, managing all flows across the business and in multiple markets.
3. Develop a best-in-class referral & loyalty program.
4. Increase adoption and optimization of our subscription program.
5. Increase LTV and retention by utilizing data to understand customer segments and their lifecycle.
6. Reporting and analysis on key performance metrics including LTV, Repeat Rate etc.
7. Seek out new opportunities for growth that we haven’t even thought about!

YOU ARE:

1. Experience working in a high growth D2C ecommerce business, with expertise in customer retention.
2. Experience working with CRM tools, Klaviyo, Shopify, Lifetimely - 3+ years experience.
3. Experience with subscription technologies like Recharge or similar.
4. Curious - TRIP is creating a new category so faces new challenges & new opportunities; creating our path is going to be exciting! We will need a creative problem solver, who is comfortable pivoting strategy and has a desire to try new things.
5. Comfortable with data and extracting actionable insights.
6. Proactive and enjoys working at a fast pace.

THE PACKAGE:

Lovely, bright and spacious office 1 minute from Notting Hill Gate station, surrounded by TRIP pastel-coloured houses!

- Salary: DOE

- Pension plan: 3% from the employer & 5% from the employee.

- Potential to take part in the company share scheme.

- Holiday: 24 days + birthday off!

- TRIP product discount & Friends+Family codes.

- 1 Community Day (taken whenever to undertake charitable volunteering of choice).

• MEDS benefits:
  • Mental Wellbeing: Free 1:1 therapy with SelfSpace and Calm App membership.
  • Exercise & Health: Private Healthcare with Vitality incl. Virgin Gym 50% off.
  • Diet: Breakfast and snacks provided.
  • Sleep: Monthly Dream Drops CBD Oil allowance!

- Working from abroad policy: 2 weeks per year in a maximum of 2 blocks.

- Sabbatical: After 2 years of service, a 6-week sabbatical is available.

- Dog Friendly, light and bright office with the team in the office four days a week.

- Lots of fun! Great culture with regular team socials & events.