Head of Retention

About This Opportunity

We are representing a confidential subscription business in the consumer sector, seeking a Head of Retention to join their leadership team in London. Our client operates across the UK and Germany with a purpose-led approach to customer growth and lifecycle value.

This is a rare opportunity to build retention capability essentially from the ground up. You'll own the entire member lifecycle—from onboarding through engagement, retention interventions, referral programs, and win-back—working hands-on in platforms like Salesforce and Klaviyo.

Responsibilities

• Develop and deliver retention strategy across UK and Germany markets
• Build a clear roadmap for improving customer lifetime value across the subscription lifecycle
• Own lifecycle strategy from joining and onboarding through engagement, exchange, continued membership, cancellation and win-back
• Design and implement customer journeys, segmentation, triggers, channel cadence and offers in Salesforce, Klaviyo and other relevant systems
• Develop interventions to reduce early-life churn, voluntary cancellations and involuntary churn such as failed payments
• Design, launch and optimize member-get-member and referral activity across both markets
• Maintain high standards for CRM data quality, consent, preferences and email deliverability
• Use cohort analysis to understand behaviour and churn by tenure, acquisition source, market and other relevant characteristics
• Partner with Content, Acquisition, Product, Customer Support, Operations, Finance and data teams
• Use AI-enabled tools to accelerate segmentation, analysis, personalisation and lifecycle optimisation

What We're Looking For

Essential:

• Senior experience leading retention, lifecycle, CRM or loyalty within a consumer or subscription business
• Hands-on, practical experience working directly in Salesforce, Klaviyo or comparable CRM/lifecycle platforms
• Strong track record of building or scaling onboarding, cancellation prevention, win-back, referral, or member-get-member programmes
• Strong data literacy—comfortable interpreting cohort and customer behaviour data directly to shape activity
• Strong commercial acumen and ability to balance customer value, growth, cost and margin
• Test-and-learn mindset and ability to move from insight to execution quickly
• Strong cross-functional and stakeholder management skills
• Genuine passion for developing and leading teams as part of a senior leadership function

Desirable:

• Experience working across multiple markets
• German-language capability
• Experience with or interest in customer community management

How We Work With You

Candidates apply directly through Get A Job.ai. Our recruitment team will conduct an initial screening to understand your experience and fit for the role. If aligned, we will submit your profile to our client for consideration. Please do not attempt to contact the client directly, as all applications must come through our official process.

Pay

Compensation details will be discussed with qualified candidates during the screening process.

Additional Benefits via the client:

• Remote first—work from anywhere in the UK with occasional in-person meetings as needed
• 26 days annual leave plus bank holidays, with additional days accrued for each year worked
• Private health insurance via Vitality
• Subscription discount benefit

Equal Opportunity

Get A Job.ai is committed to inclusive hiring practices and works with clients who value diversity and equal opportunity in their workplaces.