Retention Manager; Email​/CRM

A unique and exciting opportunity has arisen for a Retention Manager 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 marketing, with responsibility for driving retention performance across a portfolio of clients. The position offers the opportunity to work within an established retention function, delivering high-impact lifecycle strategies that improve customer lifetime value, retention revenue and overall customer engagement.

The Retention Manager will own the strategy, execution and performance of email marketing and lifecycle activity across multiple client accounts. This role combines strategic thinking with hands-on delivery, overseeing segmentation, automation and campaign execution across email and SMS. The successful candidate will work closely with internal teams and client stakeholders to deliver measurable commercial outcomes and ensure retention activity aligns with the wider marketing strategy.

• Owning retention strategy and performance across multiple client accounts
• Building and optimising lifecycle flows including welcome, post-purchase, win-back and subscription journeys
• Planning and managing campaign calendars across email and SMS
• Developing segmentation and personalisation strategies based on customer behaviour and lifecycle stage
• Managing ESP platforms (primarily Klaviyo) across multiple accounts including flows, campaigns and lists
• Designing and executing A/B testing programmes to improve performance
• Analysing performance data across LTV, repeat purchase rate, churn and revenue contribution
• Translating data into clear, commercially focused insights and recommendations
• Working closely with paid media and creative teams to align retention with acquisition activity
• Identifying opportunities to improve CRM programmes and proactively suggesting new initiatives

• The successful candidate must be a commercially aware and analytically driven individual with hands-on experience in email marketing, CRM or lifecycle marketing, ideally within an eCommerce or DTC environment.
• We are looking for someone confident owning client accounts and delivering retention strategies that drive measurable results.
• 2+ years of experience in email marketing, CRM or lifecycle marketing
• Strong experience with ESP platforms such as Klaviyo
• Experience working with eCommerce, DTC or subscription brands
• Solid understanding of lifecycle marketing and customer journey mapping
• Strong analytical mindset with the ability to interpret and communicate performance data
• Highly organised with the ability to manage multiple client accounts simultaneously
• Confident communicator with experience in client-facing environments

Salary:£35,000 - £40,000 + performance-based bonus opportunities

Location:

Remote, United Kingdom