Retention Manager

Story Terrace Inc.; Belfast City District; Hybrid; GBP 52,000 - 78,000; Full time

Benefits offered by this job

Stock options

Private Medical Insurance

Hybrid Belfast Office

33 days off

Device lease for employees

Job summary

Raylo in Belfast is seeking a proactive CRM/Retention marketer to join the founding retention team within Marketing. You’ll own multi-channel journeys across email, SMS, push, and in-app to grow ARR and reduce churn, reporting into the Senior CRM Manager.

The role demands 3+ years in CRM/retention, hands-on with Customer.io or similar, and strong data fluency. Hybrid work is offered with a focus on impact and collaboration.

Qualifications

• 3+ years in CRM, lifecycle or retention marketing.
• Experience owning retention or renewal programmes with measurable impact.
• Bachelor's degree or higher.
• Hands-on with AI tools (Claude, n8n, ChatGPT, Perplexity).
• Strong communication and cross-functional collaboration.

Responsibilities

• Own the retention roadmap end-to-end with upgrade, renewal and win-back journeys.
• Master CRM platforms like Customer.io and multi-channel campaigns.
• Embed segmentation and personalization with Analytics and Product teams.
• Pull data from BigQuery, build dashboards in Looker/Lightdash and report retention metrics.
• Launch new programmes including win-back and loyalty initiatives.
• Apply AI to automate flow building, copy, segmentation and QA.

Skills

CRM experience

Lifecycle marketing

Analytical mindset

Cross-functional collaboration

Excellent communication

Education

Bachelor's degree or higher

Tools

Customer.io

Braze

Iterable

Klaviyo

Looker

Lightdash

BigQuery

Job description

Why We Exist

The world is moving away from rigid ownership models in favour of more flexible, affordable access. Yet the $1.5 trillion device market has barely moved.

Our mission is to transform how technology is bought, used and reused — creating better outcomes for customers, brands and the planet.

What We've Built

Raylo is the subscription infrastructure that enables leading electronics brands, including PlayStation, HP and Dyson, to move from one-off device sales to recurring subscription programmes that increase conversion, deepen loyalty and capture more lifetime value.

We have over $100m ARR, we’re profitable, growing fast, with over a quarter of a million subscriptions across consumers and small businesses. Customers trust us too, with a 4.5/5 Trustpilot rating from more than 20,000 reviews.

For customers, the experience is simple: subscribe to a device, get support throughout, upgrade when you want, and return it when you’re done. Behind that sits an AI-powered operating system that executes and manages device subscriptions end to end: credit and fraud decisioning, lifecycle operations, and the financing engine that enables brands to run subscription programmes at scale.

Brands can unlock a powerful new growth engine with Raylo across embedded checkout, Raylo.com and the customer app — converting more DTC customers, reaching subscription-first demand, and driving repeat upgrades that compound customer lifetime value.

The impact of our circular model is big. We cut emissions per device by around 50% compared to buy-and-discard. We’re B Corp certified, backed by Macquarie, NatWest and Channel 4 Ventures, and recognised by Tech Nation’s Future Fifty.

How We Work

AI is changing what small, ambitious teams can build. Companies that embrace it will define the next decade.

Raylo is uniquely placed to benefit. We combine proprietary technology and data with the orchestration of physical assets, operating across credit, fraud, pricing, logistics, refurbishment, resale and customer care. With AI improving every cycle, our moat deepens with scale.

At Raylo, AI is woven into how we work every day. We don’t ration access or hedge our bets. Our people use the best models and tools, and we expect them to do things that weren’t possible a year ago. Processes that used to be good enough are being rebuilt. Teams are replacing spreadsheets with bespoke tooling, and anyone can query our data layer in plain English and get a real answer in seconds.

We give every team their own hackathon: a chance to step back, start with a blank sheet, and ask: if we were starting today, how would we do this?

The more we automate, the more human judgement matters. AI gives people back time, and we expect them to spend it on the things no model can replicate: conversations, trust, craft and team judgement.

We hire to a high bar. You’ll work with people who push you, raise your game and expect you to do the same. We want every person at Raylo to do the best work of their lives, and enjoy doing it.

Our Core Values

• Be deeply curious – We thrive on innovation through diverse approaches, views, and people.
• Walk in your customer’s shoes – To build the best products and make the best decisions for the long term, we must figure out what our customers need, not just what they want.
• Focus and execute – We have a big vision, but we believe in nailing the most important problems first.
• Be gritty – Only gritty teams succeed. Our individual ownership, passion, and perseverance mean we’re a team through thick and thin.

Your Team

You’ll be a founding member of the retention function, as part of the marketing team, reporting directly to the Senior CRM Manager. This is a high-impact individual contributor role (based in Belfast) where your focus will be on driving customer retention and ARR. You’ll own triggered flows in the customer journey across email, SMS, push, and in-app.

You'll build systems and team processes from the ground up, working closely with Product, Engineering, and Risk Strategy teams to maximise lifetime value as the customer base scales toward 500k subscribers (and beyond). This is real ownership, immediately. You'll step in, audit where we are, prioritise high-impact moves, and ship. The team is small, the growth is aggressive, and the impact is visible.

What You’ll Do

• Own the retention roadmap end-to-end: Build upgrade, renewal, churn-reduction and win-back journeys with a regular testing cadence, each measured and reported against retention targets.
• Master your CRM platform at depth: manage campaigns daily, optimise journeys, and own reporting across Customer.io (or similar), using Liquid templating, multi-channel expertise (email, SMS, push, in-app) and segment-level testing.
• Embed customer segmentation and personalisation: Partner with Analytics and Product to understand cohort dynamics and test segment-specific campaigns.
• Own your own numbers: pull and interpret data from BigQuery, build and maintain dashboards (Looker/Lightdash), and report on retention, churn, NDR and ARR contribution to leadership.
• Build new programmes: scope and launch win-back and reactivation campaigns, drive app-based retention journeys (push, deep link, in-app), and contribute to Upgrade Anytime and loyalty initiatives.
• Apply AI throughout: Ship AI agents and tooling that will take work out of flow build, copy, segmentation and QA (using Claude, n8n and other tools).

You’ll Succeed With

• 3+ years in CRM, lifecycle or retention marketing
• Proven track record owning a retention, renewal, upgrade or win-back programme and backing it up with numbers and measurement
• 3+ years hands-on, at depth, with a Customer Engagement Platform: Customer.io ideal; Braze, Iterable, Klaviyo or similar acceptable
• A degree level education.
• Hands-on with AI tools (Claude, n8n, ChatGPT, Perplexity): active daily use in your work.
• Deeply curious and proactive: want to understand why customers churn and experiment with new approaches.
• Comfortable interpreting and presenting your own data from BigQuery or similar data sources. Hands-on with Looker, Lightdash or comparable tools.
• Excellent communication skills: You’re a strong cross-functional operator, and will work closely with Product, Engineering, and Risk Strategy teams.

Nice to have

• Experience in subscription businesses, fintech, telco, hardware-as-a-service, D2C subscription, insurance or streaming where retention is a board-level metri
• Strong command of Liquid templating, email/SMS/push build, HTML, and A/B testing methodology in lifecycle journeys
• Background in a small team or scale-up where you built things.
• Commercially literate: think in ARR and NDR, not campaign opens. Understand trade-offs and tie effort to business value.

Opportunities & Benefits

• Fast-track your career – 40% of our employees progress every review cycle (bi-annually)
• Exclusive Raylo device lease for employees
• Stock options for all employees
• Private Medical Insurance
• L&D budget to support the skills you value
• Hybrid setup in the Raylo Belfast Office
• 33 days off, your way – 25 days + 8 bank holidays with full flexibility to use on the days that mean the most to you
• Enhanced maternity, paternity, adoption or shared parental leave, if you've been with us for 12 months.
• Workplace nursery scheme for major cost savings

Hiring Process

We move quickly and we'll aim to give you the best candidate experience possible. It starts with a 15-minute call — no prep needed. If there's a fit, we move fast, every stage has a purpose, and we'll tell you what we're looking for at each one.

If there's anything we can do to support you through the process, whether that's adjustments or anything else, please let us know.

As an FCA-regulated business, we conduct background checks (DBS and AML) on all successful candidates who are offered a position at Raylo during the onboarding process.

Diversity & Inclusion at Raylo

At Raylo, we celebrate diversity and are committed to creating an inclusive workplace where everyone can thrive. We welcome people of all backgrounds, experiences, and perspectives, believing they make us stronger.