Head of Retention

Head of Retention Overview:

A unique and exciting opportunity has arisen for a Head of Retention to join a high-performing performance marketing agency working with ambitious eCommerce and DTC brands. The role sits at the intersection of email marketing, CRM and lifecycle strategy, with responsibility for building and scaling a best-in-class retention function. The position offers the opportunity to lead the development of the agency’s retention capability, helping clients maximise customer lifetime value and revenue through sophisticated email and lifecycle marketing strategies.

The Head of Retention will own the strategy and performance of the agency’s email marketing and lifecycle marketing services across a portfolio of clients. This role combines strategic leadership with hands‑on execution, overseeing the development of advanced segmentation, automation and retention strategies that drive measurable revenue growth. The successful candidate will work closely with leadership, client stakeholders and internal teams to build scalable frameworks, develop high-performing processes and deliver exceptional client outcomes.

• Owning retention strategy and performance across multiple client accounts
• Developing sophisticated email marketing frameworks, automation playbooks and lifecycle strategies
• Designing segmentation and personalisation strategies that improve customer engagement and revenue
• Building scalable processes and methodologies for retention marketing delivery
• Leading client strategy conversations and quarterly performance reviews
• Identifying opportunities to expand client relationships and grow account value
• Building and leading the retention team, including hiring, development and performance management
• Overseeing campaign execution including promotional campaigns, transactional messaging and automated lifecycle flows
• Analysing performance data and turning insights into clear strategic recommendations

• The successful candidate must be a highly analytical and commercially minded individual with significant experience in email marketing, CRM or lifecycle marketing, preferably within an agency environment.
• We are looking for someone who can take ownership of building and scaling a retention function while delivering measurable results for clients.
• 5–7+ years of experience in email marketing, CRM or lifecycle marketing
• Agency experience strongly preferred
• Strong experience with ESP platforms such as Klaviyo
• Proven experience developing retention strategies for eCommerce or DTC brands
• Strong analytical mindset with the ability to translate performance data into clear strategy
• Experience managing or building marketing teams
• Excellent communication and stakeholder management skills
• Commercial awareness of agency operations and client growth opportunities

Salary:£45,000 - £50,000 per annum

Location:

Remote, United Kingdom