Senior Retention Executive

• We’re looking for a growth marketeer who we’ll back to own and grow one of the biggest growth levers at Mous: retention and CRM
• It’s a big opportunity that’s currently under-exploited in our large, loyal customer base, and we’re looking for someone who wants to become the retention expert in the business
• You’ll be joining an established, fast-growing DTC brand with a genuinely engaged global community and a strong creative identity
• We have a lot of customers who’ve bought from us once, and a real opportunity to get more of them buying again, staying loyal, and becoming higher-value over time
• That means owning our CRM and lifecycle programme, thinking about loyalty and the full post-purchase journey, and finding the initiatives that turn a one-time buyer into a repeat customer
• You’ll get real ownership fast: shaping the strategy, building the roadmap, and running the test-and-learn loop that turns your thinking into measurable commercial impact, with the autonomy and support to build a best-in-class approach from the ground up
• Own and optimise the email & SMS programme in Klaviyo - building and reporting on lifecycle flows (welcome, post-purchase, abandonment, win-back) and the weekly campaign calendar
• Develop the CRM/retention roadmap and customer segmentation across the full post-purchase journey
• Plan and run A/B tests on creative, offers, subject lines and send times, and report against retention KPIs
• Own retention reporting - repeat purchase rate, customer LTV, churn and email/SMS revenue - and surface insights to the wider Ecommerce team
• How will success be measured?
• Retention established as a fully owned function, with a clear CRM strategy, lifecycle framework, and reporting in place
• Growth in repeat purchase rate and CRM-attributed revenue against agreed targets
• Strong segmentation and testing framework driving continuous, measurable improvements in customer performance
• Reduced churn and increased reactivation of lapsed customers through effective win-back and lifecycle programmes
• Clear, consistent visibility of performance through robust retention reporting and defined success metrics

Benefits

• Flexible hybrid working
• Regular team and business socials
• Charlie HR perks package including discounts on hundreds of high street brands and services
• Cycle to Work Scheme
• Employee Pension Scheme
• Employee Assistance Programme
• 30% discount for F&F on all Mous products
• 1-month paid leave after 5-years of service
• Opportunity to radically grow and develop through new experiences
• 25 days holiday, plus bank holidays (if you wish to use your bank holiday days to celebrate another religious holiday and work the normal UK bank holiday days, let’s get it arranged)

You’ll bring a structured, hypothesis-led approach to problems: you form a view, test it, read the data honestly, and iterateYou’re a self-starter who wants ownership of a channel in a fast-paced team, and you’re excited by the idea of learning something end-to-end rather than being handed a fully-built playbookYou’ve got a natural blend of analytical expertise and creative instinct and you would be equally comfortable digging into the numbers behind a campaign and writing the copy that tests what they foundYou don’t need prior retention or CRM experience, we care far more about evidence of sharp thinking, intellectual curiosity, and a bias to actionYou’re smart, commercial, and genuinely energised by turning data into decisions and decisions into creative that moves the needleThis is a role for someone who wants to learn a growth channel properly and use that as a launchpad into broader marketing leadershipConfident with retention metrics - LTV, repeat purchase rate, churn, cohort analysisDemonstrable record of growing repeat purchase rate and CRM-driven revenueSelf-starter able to own a channel end-to-end in a fast-paced, lean team2-4 years in CRM / retention / lifecycle marketing, ideally at a DTC ecommerce or consumer brandHands-on Klaviyo expertise (or comparable ESP) - building flows, segments and campaigns independentlyCommercial and analytical mindsetStrong copy and creative judgement; able to take ideas from concept to live test independently across email and SMSClear test-and-learn examples with evidence of the uplift achievedLoyalty or subscription experience

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