Retention Lead

Ready to take full commercial ownership of recurring revenue for a high-growth brand?

ProfilesCreative is representing an ambitious health-tech scale-up in London looking for an exceptional Retention Lead. Working in a hybrid setup, you will step into a pivotal position designed to unlock the business's next stage of expansion. With an established DTC model already delivering international traction, this role hands you the reins to the subscription architecture, churn mitigation, and lifetime value across the entire customer journey. You will operate at the intersection of product, data, and commercial strategy, turning rapid acquisition into sustainable, compounding growth.

Key Responsibilities

• Own Subscription Architecture & ARR: Direct end-to-end retention and subscription strategies to systematically reduce churn, drive renewals, and expand recurring revenue.
• Lead Experimentation Programmes: Architect and execute a structured, rigorous test-and-learn roadmap targeting critical inflection points across the customer lifecycle.
• Uncover Data-Led Opportunities: Interrogate retention metrics, behavioural trends, and customer cohorts to identify untapped commercial opportunities that lift overall LTV.
• Optimise Customer Journeys: Refine returning customer touchpoints, reactive campaigns, and targeted win-back strategies to maximise repeat engagement.
• Influence Product Roadmap: Partner directly with the Product team on upcoming launches, feeding deep customer feedback and retention insights into future product decisions.
• Report to Executive Leadership: Translate complex performance data into clear, actionable commercial insights and present findings directly to senior stakeholders.

Required Skills & Experience

• Proven Retention Expertise: 4+ years of dedicated retention and lifecycle experience within a fast-paced consumer goods or DTC product environment.
• Subscription Business Acumen: Demonstrated track record working directly with recurring revenue models, cohort analysis, and churn reduction.
• Subscription Platform Knowledge: Hands-on experience utilising tools such as Loop, Recharge, Skio, or equivalent subscription management platforms.
• Lifecycle & CRM Tooling: Proven background leveraging platforms like Klaviyo, Braze, or comparable email and SMS automation tools.
• Commercial Data Fluency: Highly analytical mindset with an innate curiosity about customer behaviour—adept at turning raw numbers into strategic business decisions.

Nice-to-Have

• Experience building brand loyalty, referral, or advocacy programmes that elevate organic customer retention.
• Exposure to working cross-functionally alongside dedicated digital product and engineering squads.

What We Offer / Why Join

This is an opportunity to take end-to-end commercial ownership in a fast-paced environment where your decisions directly move key revenue metrics. Joining this hybrid London-based team means enjoying the autonomy to test bold ideas, challenge existing assumptions, and shape the core retention playbook for a disruptive health-tech brand. Alongside this high-impact remit, the role includes a comprehensive benefits package. Apply today with ProfilesCreative to start the conversation.