Retention Lead / Customer Lifecycle Manager
đź“Ť Clitheroe (3 days/week) | Hybrid
đź’° Competitive salary + bonus + benefits
We’re partnering with WillPowders on a key hire as they continue to scale and invest in long-term customer value.
With a highly engaged and loyal customer base, the brand is now focused on building a best-in-class retention function, turning strong acquisition into sustained growth through lifecycle strategy, loyalty and repeat purchase.
The Role
* You’ll own the full customer lifecycle from post-acquisition onwards defining how the brand drives repeat purchase, reduces churn and increases lifetime value.
* This is a strategic role, not a channel execution position.
* You’ll set the retention strategy across email, SMS, loyalty and community, working with internal teams and partners to deliver against it, while owning the commercial outcomes.
What You’ll Do
* Own the full post-acquisition lifecycle: onboarding, repeat purchase, loyalty and win-back
* Define and lead the retention strategy across all lifecycle channels
* Map the customer journey and identify key drop-off points and growth opportunities
* Own retention KPIs (repeat rate, CLV, churn, purchase frequency)
* Build and manage a retention performance dashboard and reporting cadence
* Translate customer data into commercial insight and business decisions
* Set strategy and briefs for email, SMS, loyalty and community channels
* Oversee execution via internal teams and agencies
* Lead subscription and loyalty strategy, including churn prevention
* Work cross-functionally with Ecommerce, Growth, Product and Finance
What We’re Looking For
* 5+ years in retention, CRM or lifecycle roles within a DTC or subscription brand
* Proven ownership of retention metrics (CLV, repeat purchase, churn)
* Experience setting strategy across multiple channels (email, SMS, loyalty)
* Strong commercial understanding of retention and its impact on P&L
* Data literate comfortable analysing customer behaviour and cohort performance
* Experience with tools such as Klaviyo, Recharge and LoyaltyLion
* Confident working cross-functionally and influencing senior stakeholders
* Experience in wellness, supplements or high repeat-purchase categories a plus
Why This Role
* Own and build a key commercial function at a pivotal stage of growth
* Direct access to senior leadership and real influence on business decisions
* Opportunity to define retention strategy across multiple new verticals
* A brand with genuine repeat purchase potential and strong foundations
* The chance to turn customer insight into meaningful commercial impact
Package
* Competitive salary + bonus
* Relocation support (if applicable)
* Private healthcare, pension, life insurance
* 25 days holiday + bank holidays
* Product discount
* On-site gym, PT, spa & biohacking facilities
* Weekly food provided for the office
Process
WillPowders is working exclusively with a retained search partner on this hire.
Any CVs sent directly to the business will be forwarded accordingly, including any speculative CVs sent via recruiters.