Head of CRM (Retention) - £60k to £90k - Health and Wellness

We are looking for an experienced Head of Retention to own and grow the customer journey beyond the first purchase for an ambitious, fast-growing consumer business. This role will be remote with some meetings in London.

You will lead CRM strategy across email, SMS and direct mail, building personalised lifecycle campaigns that drive engagement, repeat purchases and long-term loyalty. You will own the end-to-end subscription experience, optimising onboarding, replenishment, cancellation and win-back journeys to reduce churn and make staying a seamless experience. You will also develop loyalty and referral programmes that turn satisfied customers into passionate advocates and valuable sources of new business. Using customer insight and data, you will own retention analytics, tracking key metrics including churn, lifetime value, order frequency and CRM revenue to identify opportunities for growth. Working closely with performance marketing, product, creative and customer experience teams, you will develop a continuous test-and-learn approach to improve customer value and commercial performance.

The ideal candidate will have CRM, lifecycle or retention experience, including ownership of retention within a fast-growing DTC subscription business, with a proven track record of reducing churn and increasing lifetime value. This is an exciting opportunity for a commercially minded, analytical retention leader to take real ownership and make a measurable impact on the long-term growth of a scaling business.

HEALTH AND WELLNESS / NUTRITION / CRM / RETENTION