Retention Lead (Growth)

Pivotal London Ltd; Greater London; On-site; GBP 70,000 - 90,000; Full time

Job summary

Pivotal London Ltd is seeking a Retention Lead to own subscription growth and churn reduction. You will manage a proven, scalable model, working with product on roadmap and influencing how new launches land with existing customers.

The role requires 4-6+ years in retention, experience with Loop, Recharge, Skio and Klaviyo/Braze, plus strong analytics and clear written communication in a fast-paced environment.

Qualifications

• 4-6+ years in a retention-focused role within a consumer product business.
• Experience with subscription management platforms Loop, Recharge, Skio and email/SMS tools Klaviyo, Braze.
• Strong analytical ability paired with excellent written communication.

Responsibilities

• Own subscription performance, building a test-and-learn framework to reduce churn and grow ARR
• Analyse performance metrics to identify growth opportunities and strategic insights
• Partner with website and CRM teams to optimise returning customer conversion and lifecycle flows
• Strategise seasonal and always-on offers to re-acquire and retain customers
• Build loyalty and advocacy programmes that reward long-term subscribers
• Deliver clear reporting and insights to senior leadership

Skills

Retention-focused experience

Analytical ability

Written communication

Strategic thinking

Tools

Loop

Recharge

Skio

Klaviyo

Braze

Job description

We are partnering with a global market-leading health tech scale-up and one of the fastest-growing companies in the UK, disrupting a stagnant multibillion-pound industry through award-winning product innovation and world-class performance marketing. Their hero product has redefined its category for over a million customers across 40+ countries, and they're now looking for a Retention Lead to own the next phase of growth.

You will take full commercial ownership of a proven, scalable subscription model with significant untapped potential. Joining a category leader shaping the future of a fast-growing market, you will work directly with the product team on an active development roadmap, influencing how new launches land with the existing customer base.

Responsibilities

• Own subscription performance, building a test-and-learn framework to reduce churn and grow ARR
• Analyse performance metrics to identify growth opportunities and strategic insights
• Partner with website and CRM teams to optimise returning customer conversion and lifecycle flows
• Strategise seasonal and always-on offers to re-acquire and retain customers
• Build loyalty and advocacy programmes that reward long-term subscribers
• Deliver clear reporting and insights to senior leadership

About you

We're keen to speak with candidates who have:

• 4-6+ years in a retention-focused role within a consumer product business
• Experience with subscription management platforms (e.g. Loop, Recharge, Skio) and email/SMS tools (e.g. Klaviyo, Braze)
• A proactive, curious mindset - genuinely interested in why customers commit or leave
• Strong analytical ability paired with excellent written communication
• A strategic thinker comfortable in a fast-paced, high-pressure environment

At Pivotal, we celebrate diversity and are committed to creating an inclusive recruitment process. We welcome applications from people of all backgrounds and experiences.