We're looking for a Senior Retention Manager who will own and drive our customer retention strategy and activities. This is a high-impact role for someone who thrives in a fast-paced, entrepreneurial environment and is energised by data and driving real commercial results. You'll lead our email marketing, loyalty programme and broader retention initiatives, working to deepen customer relationships, increase repeat purchase rates, and maximise lifetime value. This role requires someone who can balance strategic thinking with hands-on execution. If you're commercially minded, target-driven, and passionate about building customer loyalty through smart, creative campaigns, this role is for you. KEY RESPONSIBILITIES Retention & Loyalty Strategy Devise the overarching customer retention strategy, working closely with internal teams Set and achieve ambitious retention targets (including repeat purchase rates and lifetime value) and set a robust measurement approach Create a detailed email strategy that outlines how this channel can drive a step change in customer retention Create the strategy and roadmap for our loyalty programme Work with our customer data tool to understand customer behaviour and identify opportunities Email Marketing Lead the execution of the email marketing strategy, working with the Marketing Manager and content teams Analyse performance data to optimise campaigns, flows, and drive continuous improvement Implement testing, segmentation, and personalisation plans Oversee our marketing automation platform (Klaviyo), ensuring best practice in deliverability and compliance Oversee the email delivery process, driving efficiencies where appropriate Drive marked improvement in email performance metrics Loyalty Programme Own the loyalty programme roadmap and business impact Manage programme evolution, including tiers, benefits, and exclusives Drive membership growth and incremental revenue Manage our loyalty platform, Yotpo and optimise loyalty communication across all channels Direct Mail & Physical Communications Own the retention strategy for direct mail channel Plan ongoing customer journeys for this channel Monitor the behaviour of customers recruited through this channel Performance & Analytics Set clear retention KPIs with senior leadership and own reporting Use data to uncover insights, identify trends and inform strategy Monitor customer behaviour to increase repeat rate and LTV Present regular performance updates to senior leadership Stay current on industry trends and best practices ABOUT YOU Requirements & Skills 5 years in retention marketing within ecommerce, with demonstrable results Data-driven —experience working with data tools to understand customer behaviour and define retention strategies Email marketing expertise —deep knowledge of email strategy and hands-on experience of using a marketing automation platform (Klaviyo experience highly desirable) Loyalty experience —you have been heavily involved in the management and optimisation of a loyalty programme Strong commercial acumen —you understand the numbers and are comfortable reporting results and KPIs to senior leadership Leadership experience —you've managed and developed team members and can lead with impact Hands-on operator —as well as being strategic you can execute at pace and aren't afraid to get into the detail Excellent communicator —strong written and verbal communication skills Knowledge of data protection regulations (GDPR, PECR) Personal Qualities Target-driven: You're motivated by goals and love the challenge of exceeding them Proactive: You don't wait to be told what to do—you see opportunities and take initiative Resilient: You thrive under pressure and are comfortable working in a dynamic, evolving business Curious: You're always learning, testing, and looking for ways to improve Collaborative: You work well with others and can influence across the business Passionate: You care about small businesses and want to help them succeed Work structure This is a full-time hybrid role, including 2-3 days in our Twickenham office. About Holly & Co We’re a young but growing entrepreneurial company looking to build our brilliantly driven and kind team. We are a B Corp and committed to our role as a business to provide an inclusive, thriving and safe environment for all our team. Our culture is one based in kindness, to not only one another but our Co’s, the wider world, and our planet. We are committed to building a company that is a force for good. We learn from others, have a big vision and move fast. ‘Fast-paced entrepreneurial environment’ is often used, but we really are! We invest in our team for the long term and want to grow as a family together. A note Diversity and inclusion are important to Holly & Co. Diversity is about embracing differences, being inclusive, creating possibilities, and growing together to improve performance and the working environment. We celebrate and embrace everyone's differences and treat every colleague with dignity and respect. We know that diverse and inclusive teams help us deliver our best work, and we love to see applications from groups who are currently underrepresented in our industry. Please let us know if you have any accessibility requirements or any other questions (careers@holly.co) APPLYING We would love to receive a cover letter to support your application, including: Why you're interested in this role and Holly & Co Why you think you would be a good fit Your proudest retention or email marketing achievement (with some detail of what you did and the results) How you use data day to day to monitor and drive your retention activities, please do give some examples. Closing date: Tuesday 10th March