Retention Manager Growth · London Office ·

Thehealthylivingstore; London; On-site; GBP 30,000 - 60,000; Full time

Job summary

An innovative health-tech company is seeking a dynamic leader to drive customer retention strategies and enhance the overall customer experience. This role involves taking ownership of CRM channels, developing a world-class app, and implementing subscription strategies to increase revenue. As a key player in a rapidly growing e-commerce business, you will work alongside a passionate team committed to redefining wellbeing. If you are ambitious, analytical, and ready to make a significant impact, this is your chance to be part of a movement that empowers individuals to take control of their health and wellbeing.

Benefits

50% staff discounts

Premium Wellhub membership

Weekly yoga sessions

5-day summer retreat

Complimentary ice bath and sauna visits

Qualifications

• Proven experience in CRM management and customer retention.
• Strong analytical skills with a focus on actionable insights.

Responsibilities

• Oversee CRM strategy and customer experience improvements.
• Develop and implement retention strategies to boost customer loyalty.

Skills

Analytical Thinking

Leadership

Customer Retention Strategy

Problem Solving

Communication

Organizational Skills

Education

Degree in Marketing or Business

Tools

CRM Software

Analytics Tools

Job description

Build the future of Wellbeing. Create your life’s best work.

If a new healthcare system was built today, it wouldn’t resemble the reactive, fragmented system we see now. It would be proactive, personalised, and focused on prevention - not treatment. It would be designed to optimise human potential, and rooted in holistic wellbeing. This is the healthcare we’re creating - digital-first, tech-powered, with a seamless experience as innovative as Tesla, and an impact on culture as profound as Nike’s. At Healf, we’re not just imagining this future - we’re building it.

Our vision

Public wellbeing is at a crossroads. Chronic diseases account for 86% of deaths in Europe, yet the healthcare system isn’t designed to provide the preventative, deeply personal care people need. At Healf, our mission is bold: to empower wellbeing through the tools and rituals that allow you to regain control over your mind, body, and spirit.

Our method is rooted in curation - sourcing the best global brands and products to create a world-class experience - and innovation, where our revolutionary Healf Zone platform redefines personalised wellbeing.

Our bold approach is backed by visionary investors, including those who backed other pioneering brands such as Alo Yoga, Cult Beauty, Innocent Smoothies, and Soho House. Like us, they see that Healf is not just a business, but a movement - a generational opportunity to redefine what it means to be well.

Who we’re looking for

As a next-generation health-tech company on a mission to empower wellbeing with the world’s best products, we’re looking for A+ players - insanely talented, ambitious, and hard-working individuals ready to build the future of wellbeing with us. If you’re excited by challenges, dream big, and want to do your life’s best work, we want to hear from you.

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.

Location: West London and must be able to travel to the office

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. 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.

Requirements

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.

You’ll thrive here if you

• Dream big: You’re inspired by solving big problems, creating transformative change, and tackling impossible challenges. These excite and motivate you to keep pushing boundaries.
• Work harder than most: You thrive in a high-performance environment where effort and intensity are the norm. Your passion for what you’re building drives you to give it your all and deliver.
• Love to learn: You’re always seeking growth. You ask questions, embrace feedback, and strive for constant improvement - in fact, they’re second nature to you.
• Live the Healf lifestyle: Wellbeing isn’t just something you practice - it’s who you are. You embody The Four Pillars - EAT, MOVE, MIND, SLEEP, bringing wellbeing to life every chance you get.

Why join Healf?

• Do your life’s best work: At Healf, you’ll tackle meaningful challenges that drive real impact.
• A+ talent only: We hire for potential over experience. Raw talent, obsessive curiosity, and grit matter more than years of experience. At Healf, you’ll work alongside some of the brightest, most driven individuals in the industry - people who raise the bar every single day.
• Energised by what we do: Building something that matters is never easy, but it’s deeply rewarding. We love what we’re creating, and it fuels us to work hard and go above and beyond - not because we have to, but because we want to.
• Be a builder: This isn’t a cog-in-the-machine kind of role. You’ll have ownership, autonomy, and the chance to shape the future of Healf alongside a team that never settles for mediocrity.
• Learn from the best: Work alongside entrepreneurial founders and a mission-driven team, with mentorship that helps you grow into the best version of yourself.

About us

• At Healf, we’re not just a company - we’re a movement. Founded by two brothers whose own wellbeing journeys inspired our mission to empower others, Healf is built on grit, determination, and a shared understanding of the power of wellbeing.

Our culture is grounded in four commandments that define how we work and win:

1. We Work Harder Than Anyone Else: Building something that improves lives takes long hours, grit, and sacrifice - but we thrive on it. We all feel energised by what we’re building.

2. Never Settle: We challenge the status quo and push ourselves to be better every day. We never settle for mediocrity or the idea that something can’t be done.

3. Obsession Over Talent: Talent alone isn’t enough - relentless curiosity and a drive to grow set us apart.

4. The Healf Lifestyle: We live what we preach - our personal commitment to wellbeing fuels our professional productivity.

With Healf Zone on the horizon, we’re entering the next phase of our journey: closing the loop on health with personalised, preventative care that unlocks longevity and optimised wellbeing. This is your chance to help build something that’s not only extraordinary, but a first of its kind.

Additional Benefits (UK-based hires)

• 50% staff discounts across all our products.
• A premium Wellhub membership, offering a huge network of yoga, Pilates, and gym classes across London.
• Weekly yoga sessions in the office.
• A 5-day retreat at the end of the summer.
• Frequent complimentary visits to ice bath and sauna studios.
• Working with ambitious, wellbeing-obsessed people who welcome and champion what wellbeing means to you.