Retention Marketing Manager

Responsibilities

• Own and continuously optimise the end-to-end email retention programme for the month-to-month subscriber base.
• Design, build and iterate save flows targeting subscribers at elevated churn risk, using behavioural and transactional signals to trigger timely interventions.
• Develop and maintain segmentation frameworks that reflect subscription tenure, engagement depth and cancel-intent indicators.
• Run a structured testing programme across subject lines, send cadence, offer mechanics, and message framing to improve save rates and reduce passive churn.
• Monitor and report on core retention email metrics: save rate, cancel deflection, reactivation rate, open-to-save conversion, and revenue retained.
• Partner with our Business Information Team to identify leading churn indicators and feed these into automated trigger logic.
• Collaborate with Director of Lifecycle Marketing and other stakeholders to ensure retention email activity is sequenced correctly and does not conflict with acquisition or engagement programmes.
• Work with the Legal Team to ensure all retention communications meet regulatory.

• Demonstrable experience managing retention email programmes within a high-volume monthly subscription-based environment.
• Hands‑on experience building and executing email campaigns and automated journeys (e.g., Hub Spot, Salesforce, Braze, etc.).
• Experience managing large customer bases (thousands of users/customers), ideally in subscription or SaaS models.
• Strong analytical skills, with the ability to translate data into actionable retention strategies.
• Experience segmenting audiences and personalising communications at scale.
• Commercial mindset with a clear understanding of churn and retention.
• Ability to operate independently and work cross‑functionally with other departments.

Expertise in managing retention email programs and executing data‑driven strategies to optimise subscriber engagement and reduce churn in a subscription‑based environment. Proficient in audience segmentation and personalised communication to enhance retention metrics.