We're Hiring | Subscription Retention Manager
Besque | Hybrid | £40,000 P/A + Performance Bonus
At Besque, we help people build skincare routines that actually work, and our subscription model is how we make that happen consistently for a large and growing subscriber base.
We're looking for a Subscription Retention Manager to own the subscriber experience from first order to long-term loyalty. This is a hands-on role built around email and phone - the real frontline of retention. You'll report to the Head of CRM and work closely with our retention leadership to drive subscriber satisfaction and reduce churn.
What you'll own:
* The quality and tone of every email and phone interaction with our subscribers
* A remote team of Customer Success Managers - coaching, developing, and holding the bar high
* Save rate and churn reduction as your primary performance metrics
* Subscriber onboarding, retention flows, call scripts, and email templates
* Escalated save situations and complex subscriber cases
* Reporting on CSAT, response times, save rate, churn, and subscriber lifetime value to the Head of CRM
You'll thrive here if you:
* Have 3+ years in a customer success or retention role with direct responsibility for email and phone
* Have managed a remote team of Customer Success Managers or similar
* Are hands-on with Shopify and a helpdesk platform like Zendesk or Gorgias
* Have experience with subscription platforms like Recharge or Skio
* Come from a skincare, beauty, or wellness DTC background (strongly preferred)
* Write emails that feel warm and human, not templated
* Understand the psychology of a subscriber who's about to cancel and know exactly how to meet them in that moment
* Are proactive and organised, with a natural bias toward taking ownership
What we offer:
* £40,000 per annum + performance-based bonus directly tied to save rate and churn reduction
* Hybrid working with visits to the HQ in West Yorkshire
* Autonomy to shape how Besque communicates with its subscribers
* A fast-growing brand that backs the people who show up and deliver
* Staff product allowance
To apply:
Apply directly via LinkedIn. In your application, tell us how you've handled retention through email or phone in a previous role. What was your process when a subscriber wanted to cancel, and what happened? Applications without a covering note will not be considered.