Subscription and Retention Manager

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An amazing opportunity to join the digital team of a thriving omnichannel D2C, brand with a passion for ethics, innovation, community & delivering fantastic experiences. 

This is an exciting retention & loyalty role where you would be given responsibility from day one to really shape your own role within our fast paced, hardworking and passionate team. It also offers an opportunity to work directly with the Co-founders on a weekly basis as they focus on leading our growth plans over the coming years. This is a role for experienced marketers who are ready to really make a difference & deliver trailblazing subscription & loyalty experiences within an exciting brand with BIG growth plans. 

Does this sound like you? The successful candidate will have proven experience in a retention, CRM, subscription and/or loyalty role as well as being great with numbers and data analysis. They will also be passionate, have strong commercial awareness, and be excited by the prospect of driving forward a fast-growing lovemark brand.  You will have a wealth of ideas of how to drive growth objectives through both new technology, industry leading best practice and intuitive customer communication. You will bring a strong understanding of desired customer outcomes and be ready to scale up our retention activity - including our monthly tea tasting box.

You will be able to quickly understand the brand, it’s customer touchpoints, the team’s talents and it’s community of loyal fans to be able to deliver a comprehensive retention strategy across multiple channels.  You will have an inquisitive attitude that drives you to solve problems as you come across them and a can do attitude, happy to get stuck in and that leads by example. 

What the job involves: Your mission:  To nurture customer relationships, create super fans & build loyalty across our digital retention touchpoints. 

  • Retention strategies and tactics for regular customers & subscriptions, including owning the end to end customer journey for our monthly Tea Tasting Club subscription service.
  •  Running the CRM strategy, including the delivery of smart, immersive & timely email communications that engage our customers and drive brand interaction, retention & purchase. 
  •  Explore and launch new and innovative CRM channels to engage with our customers, including ways to reach new & existing customers in a personalised way & on brand way as well as new revenue streams for our community.
  • Managing Shopify plugins and other tech to support digital experience including owning the Okendo, Recharge and Klaviyo platforms for the business
  • To project manage the delivery of a new loyalty programme, including the launching of a new app.
  • Owning all retention metrics ensuring our lists remain growing as well as our members remain active & engaged. Reporting to retail teams on list performance and flagging when KPIs aren’t met. Providing insight & advice on list behaviour and how to grow it. 
  • Ownership of all retention reporting, budgets, content and marketing calendars. 
  • We are a small, but growing team, so walking the right line between getting stuck in where you can add real value on the ground and when to empower & develop others around your vision via effective delegation & mentoring.
  •  Using data & research on a daily basis to make informed decisions, grasp opportunities and provide feedback to team / other departments. 

Please note you must have at least three years of relevant experience in a similar position working with FMCG, B2C or a lovemark product/brand.This role is not fully remote and so you would be required to work at our Worthing site on a weekly basis. 

Some of the perks

  • To be a member of a growing independent who truly cares about its team, you will be supported in any areas of the business you wish to progress in.
  • To be a member of a fun, friendly & supportive team who like to have fun at work. 
  • Free tea drinks when working 
  • Monthly tea allowance and a generous staff discount
  • Retail Trust Membership -Supporting your wellbeing
  • Membership of company pension scheme (if applicable) 
  • Holiday accrual that grows with loyalty, starting at 28 days.
  • Bike to work scheme 

All that's left to do is grab yourself a brew and hit apply! Don't forget to add a covering letter - we would love to hear a little more about you and your reasons for applying (that's the best bit!)We are committed to equality of opportunity for all, applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.







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