Retention Lead / Customer Lifecycle Manager
Clitheroe (3 days/week) | Hybrid
Competitive salary + bonus + benefits
We’re partnering with WillPowders on a key hire as they continue to scale and invest in long-term customer value.
With a highly engaged and loyal customer base, the brand is now focused on building a best-in-class retention function, turning strong acquisition into sustained growth through lifecycle strategy, loyalty and repeat purchase.
The Role
- You’ll own the full customer lifecycle from post-acquisition onwards defining how the brand drives repeat purchase, reduces churn and increases lifetime value.
- This is a strategic role, not a channel execution position.
- You’ll set the retention strategy across email, SMS, loyalty and community, working with internal teams and partners to deliver against it, while owning the commercial outcomes.
What You’ll Do
- Own the full post-acquisition lifecycle: onboarding, repeat purchase, loyalty and win-back
- Define and lead the retention strategy across all lifecycle channels
- Map the customer journey and identify key drop-off points and growth opportunities
- Own retention KPIs (repeat rate, CLV, churn, purchase frequency)
- Build and manage a retention performance dashboard and reporting cadence
- Translate customer data into commercial insight and business decisions
- Set strategy and briefs for email, SMS, loyalty and community channels
- Oversee execution via internal teams and agencies
- Lead subscription and loyalty strategy, including churn prevention
- Work cross-functionally with Ecommerce, Growth, Product and Finance
What We’re Looking For
- 5+ years in retention, CRM or lifecycle roles within a DTC or subscription brand
- Proven ownership of retention metrics (CLV, repeat purchase, churn)
- Experience setting strategy across multiple channels (email, SMS, loyalty)
- Strong commercial understanding of retention and its impact on P&L
- Data literate comfortable analysing customer behaviour and cohort performance
- Experience with tools such as Klaviyo, Recharge and LoyaltyLion
- Confident working cross-functionally and influencing senior stakeholders
- Experience in wellness, supplements or high repeat-purchase categories a plus
Why This Role
- Own and build a key commercial function at a pivotal stage of growth
- Direct access to senior leadership and real influence on business decisions
- Opportunity to define retention strategy across multiple new verticals
- A brand with genuine repeat purchase potential and strong foundations
- The chance to turn customer insight into meaningful commercial impact
Package
- Competitive salary + bonus
- Relocation support (if applicable)
- Private healthcare, pension, life insurance
- 25 days holiday + bank holidays
- Product discount
- On-site gym, PT, spa & biohacking facilities
- Weekly food provided for the office
Process
WillPowders is working exclusively with a retained search partner on this hire.
Any CVs sent directly to the business will be forwarded accordingly, including any speculative CVs sent via recruiters.
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Clitheroe (3 days/week) | Hybrid
Competitive salary + bonus + benefits
We’re partnering with WillPowders on a key hire as they continue to scale and invest in long-term customer value.
With a highly engaged and loyal customer base, the brand is now focused on building a best-in-class retention function, turning strong acquisition into sustained growth through lifecycle strategy, loyalty and repeat purchase.
The Role
- You’ll own the full customer lifecycle from post-acquisition onwards defining how the brand drives repeat purchase, reduces churn and increases lifetime value.
- This is a strategic role, not a channel execution position.
- You’ll set the retention strategy across email, SMS, loyalty and community, working with internal teams and partners to deliver against it, while owning the commercial outcomes.
What You’ll Do
- Own the full post-acquisition lifecycle: onboarding, repeat purchase, loyalty and win-back
- Define and lead the retention strategy across all lifecycle channels
- Map the customer journey and identify key drop-off points and growth opportunities
- Own retention KPIs (repeat rate, CLV, churn, purchase frequency)
- Build and manage a retention performance dashboard and reporting cadence
- Translate customer data into commercial insight and business decisions
- Set strategy and briefs for email, SMS, loyalty and community channels
- Oversee execution via internal teams and agencies
- Lead subscription and loyalty strategy, including churn prevention
- Work cross-functionally with Ecommerce, Growth, Product and Finance
What We’re Looking For
- 5+ years in retention, CRM or lifecycle roles within a DTC or subscription brand
- Proven ownership of retention metrics (CLV, repeat purchase, churn)
- Experience setting strategy across multiple channels (email, SMS, loyalty)
- Strong commercial understanding of retention and its impact on P&L
- Data literate comfortable analysing customer behaviour and cohort performance
- Experience with tools such as Klaviyo, Recharge and LoyaltyLion
- Confident working cross-functionally and influencing senior stakeholders
- Experience in wellness, supplements or high repeat-purchase categories a plus
Why This Role
- Own and build a key commercial function at a pivotal stage of growth
- Direct access to senior leadership and real influence on business decisions
- Opportunity to define retention strategy across multiple new verticals
- A brand with genuine repeat purchase potential and strong foundations
- The chance to turn customer insight into meaningful commercial impact
Package
- Competitive salary + bonus
- Relocation support (if applicable)
- Private healthcare, pension, life insurance
- 25 days holiday + bank holidays
- Product discount
- On-site gym, PT, spa & biohacking facilities
- Weekly food provided for the office
Process
WillPowders is working exclusively with a retained search partner on this hire.
Any CVs sent directly to the business will be forwarded accordingly, including any speculative CVs sent via recruiters.
…