Lead Retention & Reactivation

wellis; Netherlands; Hybrid; EUR 60,000 - 84,000; Full time

Benefits offered by this job

Salary €5,000–€7,000 monthly (gross)

8% holiday allowance

Pension plan

Learning budget

Alleo monthly budget

Hybrid work Rotterdam (2 days/week)

20 remote-working days/year

Home office allowance

25 holidays

Fast-growing healthtech culture

Job summary

Wellis is seeking a Lead Retention & Reactivation to maximize Customer Lifetime Value by keeping customers active and reactivating churned users in a personalized way. The role owns the retention/activation strategy, collaborates across Marketing, CRM, Medical, Customer Care, Product and Data, and builds a scalable engine to reduce churn and increase repeat purchases.

Hybrid role in the Netherlands, reporting to the Chief Marketing Officer, with a focus on end-to-end lifecycle optimization and

Qualifications

• Proven track record in retention, CRM, or growth marketing with segmentation, behavioral triggers and lifecycle experimentation.
• Strong analytical mindset with ROI focus and ability to prioritize initiatives by impact on CLV, churn and growth.
• Customer-centric strategist translating user journey friction points into practical retention solutions.
• Experience leading cross-functional teams across marketing, product, data and operations.

Responsibilities

• Own the overarching retention and reactivation roadmap and translate CLV targets into lifecycle campaigns.
• Collaborate with CRM, Content, Medical Operations, Customer Care and Product to deploy integrated interventions.
• Design, test, and scale end-to-end lifecycle campaigns across onboarding, activation, continuity, upsell and winback.
• Build scalable retention engines, monitor key metrics (CLV, churn, reactivation) and report insights to leadership.

Skills

Lifecycle marketing

Retention CRM

Cross-functional leadership

Data analysis

Experimentation

Job description

We are looking for a Lead Retention & Reactivation to help us maximize Customer Lifetime Value by keeping customers active, improving their treatment journey, preventing churn early, and reactivating churned customers in a relevant and personal way.

In this role, you will own Wellis’s retention and reactivation strategy, working closely with Marketing, CRM, Medical, Customer Care, Product, Data, and Operations. Your work will directly contribute to better customer outcomes, stronger treatment continuity, higher repeat purchases, and sustainable growth.

This is a good fit for someone who is customer-centric, commercially sharp, data-driven, and able to align multiple teams around one shared customer-retention approach.

About Wellis

Wellis is a fast-growing healthtech scale-up reinventing healthcare. We are building the first truly integrated health platform in the Netherlands, offering on-demand care for everyday health needs such as weight loss, hair loss, sexual health, and more.

Our platform covers the full journey: from diagnosis and medical assessment to prescription and delivery at home. By combining medical expertise, technology, and data, we make healthcare smarter, more accessible, more personal, and easier to use.

We are growing quickly, which means we are building the structures, teams, products, and processes that will help us scale responsibly. You will join an ambitious, international team where ownership is encouraged, collaboration is key, and impact is visible from day one.

About the role & team

As Lead Retention & Reactivation, you will report to the Chief Marketing Officer and lead the charge in transforming customer retention into a core growth engine for Wellis.

Rather than treating retention as a series of isolated campaigns, you will shape the end-to-end customer lifecycle; from onboarding and treatment continuity to winback and long-term value. Working cross-functionally, you will identify drop-off points, decode churn signals, and deploy high-impact interventions.

Your initial focus will be setting the retention strategy, building target segments, and launching measurable lifecycle experiments. Long-term, you will build a scalable engine that elevates CLV, cuts churn, and directly boosts EBITDA.

What you'll own

• Strategy & Vision: Own the overarching retention and reactivation roadmap, translating CLV targets into actionable lifecycle campaigns and journey optimizations.

• Customer Insights & Analytics: Analyze churn signals, friction points, and behavior data alongside Data teams to pinpoint drop-offs and prioritize high-value opportunities.

• Lifecycle Campaigns: Design, test, and scale end-to-end campaigns across onboarding, activation, continuity, upsell, and winback.

• Cross-Functional Collaboration: Partner with CRM, Content, Medical Operations, Customer Care and Product to deploy seamlessly integrated interventions that keep customers on track with their treatment.

• Experimentation & Optimization: Continuously test timing, messaging, channels, and offers to optimize conversion and engagement while maintaining brand and medical standards.

• Metrics & Impact: Own key retention metrics (CLV, churn, reactivation rate), build clear tracking with Data, and report actionable performance insights to leadership.

• Team Leadership & Development: Lead the Retention & Reactivation team which currently consistes of CRM Specialist(s), but will expand in the future.

What we offer

• Salary range of € 5.000 – € 7.000 gross per month, depending on experience

• 8% holiday allowance.

• Pension plan.

• Learning budget.

• Monthly personal budget via Alleo.

• Hybrid working: partly from our Rotterdam office, around 2 days per week.

• 20 remote-working days per year.

• Working from home allowance.

• 25 holidays.

• A culture of short lines, speed, ownership, and continuous improvement, where pragmatism and impact matter.

• The opportunity to help build a fast-growing healthtech scale-up from the inside.

Who you are

• Lifecycle Expert: Proven track record in retention, CRM, or growth marketing, with deep expertise in segmentation, behavioral triggers, and lifecycle experimentation.

• Commercially Minded: Highly analytical and ROI-driven. You prioritize initiatives based on their direct impact on CLV, churn, margin, and growth.

• Customer-Centric Strategist: You view growth through the user’s eyes, mapping friction points directly into practical customer journey solutions.

• Cross-Functional Leader: Exceptional communicator and collaborator who can align diverse teams (from Medical to Data) around a unified retention strategy.

• Outcome-Driven: A self-starter who takes end-to-end ownership of performance, navigating complexity to deliver business results.

• Leader: You know how to guide a team, set clear goals, and support them in achieving results.

• Bonus: Background in healthtech, subscription models, e-commerce, or regulated industries.

Please be advised that you have to be eligible to work in the Netherlands and live within commuting distance of Rotterdam (hybrid role)