Retention Manager

Healf; London; Hybrid; GBP 40,000 - 70,000; Full time

Job summary

Join a leading company as a Retention Manager in London, where you will spearhead strategies that optimize customer lifetime value and enhance overall customer experience. Be part of a fast-growing e-commerce platform that connects customers with tailored health products and thrives on innovation and data-driven insights.

Benefits

50% staff discount on all products

Premium Wellhub membership

Weekly in-office yoga

Complimentary sauna + ice bath sessions

5-day summer team retreat

Qualifications

• Experience in retail & e-commerce highly encouraged.
• Strong analytical skills for actionable insights.
• Excellent communication skills, both internal and external.

Responsibilities

• Oversee ideation, planning & execution of retention strategy.
• Ownership of CRM channel and develop app as a retention tool.
• Design strategies to increase revenue from subscriptions.

Skills

Analytical skills

Leadership

Creativity

Problem-solving

Job description

Join to apply for the Retention Manager role at Healf

Join to apply for the Retention Manager role at Healf

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If modern wellbeing were redesigned from scratch, it wouldn’t live in a GP’s office or a cluttered supplement aisle. It would be digital-first, beautifully curated, and powered by data that actually helps you feel your best.

That’s what we’re building at Healf—an ecommerce platform at the intersection of personalised health and curated wellbeing. We connect customers with the world’s most effective products across EAT MOVE MIND and SLEEP, and we’re just getting started.

We combine culture-shaping storytelling, cutting-edge health tech (like our new blood testing platform, Healf Zone), and a best-in-class product experience to help people build rituals that work.

Backed by investors behind Soho House, Alo Yoga, Cult Beauty, and Innocent, we’re scaling fast—and redefining how the world shops and lives well.

About the role

This is a crucial role in the company that is responsible for overseeing the ideation, planning & execution of Healf’s retention strategy. This involves aligning all things to do with the customer, such as CRM, subscription, app and the general customer experience, to optimise CLTV. At first you will be wearing multiple hats at once but as the business grows there is a clear (and fast!) path to own this area of the business, build a team and become a key player in a rapidly growing multi-million pound e-commerce business.

Ideal Candidate

• An analytical thinker with the ability to turn complex data into actionable insights and recommendations.
• An inspiring leader who has the ability to lead from the front and bring the best out of their team
• Has a deep understanding of customer retention and is able to think outside of the box to solve complicated problems
• Able to think creatively, empathise with the customer and understand the Healf brand
• Highly ambitious: Determined to make an impact and willing to go the extra mile to ensure tasks are executed to a high level.
• Thrives on taking responsibility and initiative, possessing the autonomy to make informed decisions that drive our retention efforts forward.
• Loves learning and is curious about continuous improvement. Able to seek out and implement relevant feedback from colleagues. We see this role rapidly evolving into an executive position.

Key Responsibilities

1) CRM Analytics and Strategy

• Take complete ownership of our CRM channel which is currently driving significant revenue for the business. Become familiar with current set-up and identify areas for growth.
• Manage and own the ideation, briefing and execution of the CRM content calendar alongside our marketing team. Work closely with your own team of talented designers and copywriters to launch 5 weekly campaigns/flows to educate customers, boost conversions and foster brand loyalty.
• Monitor and analyse key performance metrics, providing actionable insights to enhance campaign effectiveness and customer engagement.

2) App

• Own development of a world-class app which acts as a crucial retention tool - work with developers, designers and key stakeholders to provide the best customer experience
• Develop effective push strategy to drive traffic and conversion via our app

3) Subscriptions

• Design and implement strategies focused on increasing revenue from high-LTV subscription customers, aiming for sustained growth in recurring revenue.
• Introduce initiatives that reduce churn and promote long-term loyalty among subscribers.

4) Customer Experience

• Identify and act on opportunities across departments to elevate customer experience, increasing both satisfaction and LTV.
• Drive an aligned, omni-channel experience that enhances customer journeys at every touchpoint, ensuring all retention efforts are cohesive and customer-centric.

Qualifications

This role requires an analytical, results driven leader who has a passion for problem solving, a deep understanding of marketing and the ability to cope with a high intensity workload.

• Retail & E-Commerce knowledge is highly encouraged
• Strong analytical skills, enabling the interpretation of data for actionable insights.
• Passionate about all things health & wellbeing with an energetic, ‘can-do’ attitude
• An excellent communicator both internally and externally
• Organisational skills and the ability to work well under pressure - to cope with a challenging workload and ensure a fluid running of key admin duties
• Have a high attention to detail and accuracy

Why Join Healf?

• Do your life’s best work – Build something that matters, with a team that moves fast and aims high
• Surround yourself with A+ talent – You’ll work with high-performers who care deeply and raise the standard every day
• Be a builder – This isn’t a cog-in-the-machine role. You’ll help shape our voice, culture, and growth
• Wellbeing is the lifestyle – From office yoga to Healf Zone insights, everything we do is rooted in our pillars: EAT MOVE MIND SLEEP

Benefits (UK)

• 50% staff discount on all products
• Premium Wellhub membership – access 1000s of gyms, yoga & fitness studios
• Weekly in-office yoga
• Complimentary sauna + ice bath sessions
• 5-day summer team retreat
• Hybrid working: 3 days/week in our London office (or open to exceptional remote candidates

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Business Development

• Industries

  Retail

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