Retention Manager

Mous; Greater London; Hybrid; GBP 50,000 - 70,000; Full time

Benefits offered by this job

30% Friends & Family discount

25 days’ holiday + 8 bank holidays

Cycle to Work Scheme

Employee Assistance Programme

Regular socials and activities

Job summary

Mous is searching for a Retention Manager to drive one of their biggest growth opportunities. This high-impact role involves developing strategies and optimizing the customer journey through retention initiatives.

The ideal candidate should have experience in CRM retention marketing, particularly in DTC or consumer brands. Responsibilities include managing email & SMS programs using Klaviyo, segmenting customers, and conducting A/B tests to enhance performance metrics.

Benefits include a competitive salary, generous holiday leave, and a hybrid working model.

Qualifications

• 2–4 years of experience in CRM or retention marketing, preferably in DTC brands.
• Hands-on experience with Klaviyo or comparable email service provider.
• Strong analytical skills with a focus on retention metrics.

Responsibilities

• Own and optimize the email & SMS program in Klaviyo.
• Develop the CRM/retention roadmap and customer segmentation.
• Plan and run A/B tests and report against retention KPIs.
• Manage retention reporting, including repeat purchase rate and customer LTV.

Skills

Klaviyo expertise

CRM / retention / lifecycle marketing

Retention metrics understanding

Commercial mindset

Copy and creative judgement

Job description

About the Role

We’re looking for a Retention Manager to own and accelerate one of the biggest growth opportunities at Mous. This is a high-impact role where you’ll take ownership of retention end-to-end by shaping the strategy, building the roadmap, and maximising the value of our growing customer base.

About You

You’re a commercially minded, data-driven marketer who is excited by the opportunity to turn insights into growth. Being commercial and analytical is essential, but just as important is your ability to generate ideas for testing, whether that’s copy, imagery, or cohorts. With an entrepreneurial and impact-driven mindset, you would actively shape performance through experimentation and iteration, analysing the data to inform the ongoing strategy and plans.

You’ll ideally have experience within DTC or consumer-based brands and understand how retention fits into the wider commercial engine. You know how to define what good looks like through building clear reporting structures, setting meaningful success, and ensuring the team has visibility on performance. You bring a structured, hypothesis-led approach to improvement. You’re confident building testing frameworks that turn ideas into experiments, and experiments into scalable learnings that improve customer engagement and long‑term value.

Key Responsibilities

• Own and optimise the email & SMS programme in Klaviyo – building and reporting on lifecycle flows (welcome, post‑purchase, abandonment, win‑back) and the weekly campaign calendar
• Develop the CRM/retention roadmap and customer segmentation across the full post‑purchase journey
• Plan and run A/B tests on creative, offers, subject lines and send times, and report against retention KPIs
• Own retention reporting – repeat purchase rate, customer LTV, churn and email/SMS revenue – and surface insights to the wider eCommerce team

Success Measurement

• Retention established as a fully owned function, with a clear CRM strategy, lifecycle framework, and reporting in place
• Growth in repeat purchase rate and CRM‑attributed revenue against agreed targets
• Strong segmentation and testing framework driving continuous, measurable improvements in customer performance
• Reduced churn and increased reactivation of lapsed customers through effective win‑back and lifecycle programmes
• Clear, consistent visibility of performance through robust retention reporting and defined success metrics

Skills Requirements

Hard Skills

• Hands‑on Klaviyo expertise (or comparable ESP) – building flows, segments and campaigns independently
• 2–4 years in CRM / retention / lifecycle marketing, ideally at a DTC eCommerce or consumer brand
• Confident with retention metrics – LTV, repeat purchase rate, churn, cohort analysis
• Demonstrable record of growing repeat purchase rate and CRM‑driven revenue

Soft Skills

• Commercial and analytical mindset
• Self‑starter able to own a channel end-to-end in a fast‑paced, lean team
• Strong copy and creative judgement; able to take ideas from concept to live test independently across email and SMS

Nice to Have

• Loyalty or subscription experience
• Clear test‑and‑learn examples with evidence of the uplift achieved

Our Offer

We operate a hybrid working model, typically spending at least three days a week in our Hoxton office to maintain our collaborative and high-energy culture.

Benefits

• Significant opportunity for growth, ownership, and career progression
• Competitive salary reflective of experience and impact
• 30% Friends & Family discount on all Mous products
• 25 days’ holiday + 8 bank holidays
• 1 month paid leave after 5 years’ service
• Cycle to Work Scheme
• Employee Assistance Programme (EAP): access to confidential wellbeing support, advice, and resources whenever you need it
• Charlie HR perks and discounts
• Regular socials, events, and on-site activities (including an on-site gym)

Our Values

Get Results – We take accountability, prioritise impact, and push standards higher.

Work Together – We collaborate openly, challenge constructively, and learn from each other.

Enjoy the Ride – We stay agile, embrace change, and enjoy building something special together.

Commitment

Equal Opportunity Employer. We celebrate individuality and are committed to building a diverse team with a wide range of experiences, perspectives, and backgrounds.