Retention Lead

Retention Lead Orpington – 3 days a week Up to £80,000 The Role This is a newly created role for a Retention Lead to take full ownership of customer retention strategy. With over 95% of revenue driven by subscriptions, and a new instant win product recently launched, there’s a real opportunity to reduce churn and increase customer lifetime value. You’ll work cross-functionally with marketing, CRM, product, customer service, and finance, acting as the strategic lead on all things retention. Key Responsibilities Build and implement a comprehensive retention strategy that reduces churn and drives LTV Use behavioural insights and data to segment audiences and identify key engagement triggers Collaborate with the CRM team on campaign strategy and copy development Develop and test offers and interventions to retain customers and boost engagement Support scripting and strategy for a 30-person contact centre to improve retention rates Identify gaps in the customer journey and develop targeted lifecycle comms Support cross-sell and upsell of new instant win products and subscription tiers Take a hands-on approach to CRM execution, working closely with internal teams Engage VIP players and high-value customers with personalised comms and offers About You Strong background in retention within a digital subscription or consumer business Data-led mindset with experience using behavioural insights to shape strategy Confident in campaign management and lifecycle marketing Collaborative and able to work across teams including CRM, product, and customer service Experience working with contact centres and scripting is a plus Previous exposure to the instant win or soft gambling sector is a bonus Comfortable in a scale-up environment with evolving priorities and lots of ownership Why Apply? This is a rare opportunity to define the retention strategy in a high-growth business where you can make an immediate impact. You'll work alongside a smart, commercially-minded leadership team and play a central role in shaping how the business retains and grows its loyal customer base.

Location: The City, GB

Posted Date: 6/30/2025