Retention & Lifecyle Lead

Spotlight Recruitment; Greater London; Hybrid; GBP 51,000 - 85,000; Full time

Benefits offered by this job

Bonus up to 30%

Private health

Dental cover

28 days + BH

Wellbeing perks

Team socials

Job summary

Spotlight Recruitment is seeking a Retention & Lifecycle Lead for a global DTC wellness brand in London. You will own the retention strategy, optimize lifecycle journeys with CRM, digital and product teams, and drive data-led initiatives to grow customer lifetime value.

You will work in a hybrid London setup with senior leadership access and extensive learning opportunities, plus a comprehensive benefits package including a 30% bonus potential.

Qualifications

• Experience in retention/lifecycle with growth focus.
• Hands-on with subscription platforms such as Loop, Recharge, Skio.
• Experience with email/SMS platforms like Klaviyo, Braze.
• Curiosity about customer behavior and retention drivers.
• Data analysis, actionable insights.
• Strong stakeholder management.
• Organised with strategic planning.
• Creative test-and-learn mindset.

Responsibilities

• Lead the customer retention strategy to increase lifetime value and recurring revenue.
• Own subscription performance and test-and-learn initiatives to reduce churn.
• Analyze customer and commercial performance to identify growth opportunities.
• Collaborate with CRM, digital and product teams to optimise lifecycle journeys.
• Plan and execute acquisition, recovery and retention offers throughout the year.
• Develop loyalty and advocacy programmes and provide senior leadership with insights.

Skills

Retention & Lifecycle Leadership

Data analysis

Test-and-learn mindset

Stakeholder management

Cross-functional collaboration

Strategic planning

Communication

Tools

Loop

Recharge

Skio

Klaviyo

Braze

Job description

Retention & Lifecyle Lead | Global DTC, wellness | London Hybrid | up to £85k + up to 30% bonus + benefits

Our client is a global DTC and subscription brand experiencing rapid growth and disrupting the market successfully in their sector. Having scaled rapidly, they have an award-winning, market-leading hero product and a global growth roadmap. They are looking for an innovative, curious and analytical Retention & Lifecycle Lead - they are open to entrepreneurial and ambitious candidates from retail, startup, tech, DTC or similar. This role is part of a highly collaborative team with direct access to senior leadership and strong learning and development support, who typically spend 4 days in the central London office each week. Other benefits include bonus up to 30%, access to members club, funded exercise classes, team socials, 28 days + BH, private health and dental and many more.

As a Retention Lead, responsibility sits with leading the company's customer retention strategy, with a primary focus on increasing customer lifetime value and delivering sustainable recurring revenue growth. Key accountabilities include ownership of subscription performance, developing data-led test-and-learn initiatives to reduce churn and improve retention, and analysing customer and commercial performance to identify growth opportunities.

The position works cross-functionally with CRM, digital, and product teams to optimise lifecycle journeys, improve conversion among returning customers, support new product launches, and provide performance insights that inform future development.

This is an agile environment, additional responsibilities include planning and executing acquisition recovery and retention offers throughout the year, conducting market and customer research to uncover new growth opportunities, developing loyalty and advocacy programmes that strengthen customer engagement and referral activity, and delivering strategic reporting and actionable insights to senior leadership to support business decision-making.

Skills & Experience

• Experience and success in a retention/lifecycle role with a focus on growth
• Hands-on experience with subscription platforms such as Loop, Recharge, Skio, or similar.
• Experience using email/SMS marketing platforms such as Klaviyo, Braze, or equivalent
• Genuine curiosity about customer behaviour and factors that influence retention
• Proven ability to analyse data, identify opportunities, and translate insights into action.
• Excellent communication and stakeholder management skills.
• Ambitious and highly organised with strong strategic planning capabilities.
• Creative problem-solver with a test-and-learn mindset.

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.

If you need any adjustments to support your application, such as information in alternative formats or special requirements for accessibility, please contact us and we’ll do everything we can to help. This information will be treated as confidential and used only for the purpose of determining any adjustments you may need for the interview process.

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.