Customer Retention Manager - Marketing

📋 Description

• Drive subscription growth and retention via strategy, campaigns, and performance monitoring
• Develop and optimise monthly catalogue mailing programme, improving channel efficiency
• Manage mailing, print, production, and subscription budgets, forecasting across cost centres
• Use segmentation and RFM analysis to inform campaigns and loyalty initiatives
• Lead the customer journey for subscription products to improve lifetime value and reduce churn
• Manage and develop two Marketing Coordinators, both early in their careers

🎯 Requirements

• At least five years in customer marketing, retention, or subscription roles
• Solid budget management across cost centres, including forecasting
• Knowledge of customer segmentation and KPIs: RFM, AOV, LTV, churn
• Experience mentoring junior team members
• Confident presenting to senior stakeholders with data-driven recommendations
• Familiarity with customer experience or marketing automation platforms; CEP helps

🎁 Benefits

• Subscriptions and loyalty sit at the centre of the business
• Work directly with Head of Customer Marketing and senior leaders
• Long-tenured team; well-run environment
• Opportunity to shape the new marketing tech stack
• Lead two Marketing Coordinators, both early in their careers
• Hybrid working arrangement