Position: Retention Manager
Location: UK (Bournemouth Office 3 days per week)
ABOUT US
At Gozney, we're on a mission to revolutionize outdoor cooking worldwide. Established in 2011, we craft stunning, practical, and resilient outdoor cooking tools that spark a passion for making, creating, providing, connecting, discovering, and growing. Our purpose is to enhance human experiences through live-fire cooking – or maybe we just really love crafting exceptional pizzas; after all, who doesn't love pizza? Originating as the #1 UK manufacturer of commercial pizza ovens, we've forged a trail with our professional-grade, user-friendly outdoor and backyard ovens. We're seeking motivated individuals excited to join our expanding team and embark on an incredible journey. Whether you're passionate about pizza, outstanding products, food culture, lifestyle, the outdoors, or thrill-seeking – or if you're simply looking for a company that values you as much as an individual as it does as an employee – apply today.
SUMMARY
As Retention Manager, you will play a pivotal role in driving customer lifetime value through best-in-class CRM and retention strategies. You will own our lifecycle marketing across email, SMS, and referral programmes, developing and executing data-driven initiatives that increase engagement, repeat purchase, and brand loyalty.
This role requires a hands-on operator with strong strategic thinking, deep CRM experience, and a passion for building meaningful customer journeys at scale.
KEY RESPONSIBILITIES
* Own and execute Gozney’s global retention strategy across CRM channels, including email, SMS, and referral programmes.
* Plan, build, and optimise customer lifecycle journeys covering acquisition onboarding, post-purchase, repeat purchase, loyalty, win-back, and reactivation.
* Manage day-to-day CRM operations, including campaign setup, segmentation, automation, testing, and performance optimisation.
* Be the primary owner of Klaviyo, ensuring best practice across deliverability, list growth, personalisation, and automation.
* Develop and optimise our referral programme to drive incremental growth and customer advocacy.
* Collaborate closely with the creative and content teams to brief and deliver compelling, on-brand creative that resonates with our audience.
* Work with data and analytics teams to ensure accurate tracking, attribution, and reporting across retention channels.
* Define retention KPIs and be accountable for performance, including repeat purchase rate, lifetime value, engagement, and revenue contribution.
* Provide weekly and monthly reporting with clear insights, learnings, and optimisation opportunities.
* Stay up to date with CRM, retention, and D2C best practice, bringing new ideas and innovation to the channel.
WHAT WE ARE LOOKING FOR
* 3–5 years’ experience in a retention and CRM, ideally within a D2C brand.
* Hands-on experience managing email and SMS marketing at scale.
* Strong experience with Klaviyo is preferred.
* Proven track record of driving measurable improvements in retention, repeat purchase, and customer lifetime value.
* Experience building and optimising customer journeys and automated flows.
* Strong understanding of customer segmentation, personalisation, and experimentation (A/B testing).
* Data-driven mindset with the ability to interpret performance metrics and turn insights into action.
* Excellent communication and collaboration skills, with experience working cross-functionally.
* Highly organised, detail-oriented, and comfortable operating in a fast-paced environment.
* Experience with referral or loyalty programmes is highly desirable.
A BIT ABOUT WHAT WE OFFER
* Competitive salary, bonus scheme, pension, benefits, and pizza 🍕
* Flexible paid time off including 26+ days’ holiday
* Fun hybrid work environment – 3 days a week in our Bournemouth office
* Free Roccbox and Friends and Family discount on Gozney products
DIVERSITY AND INCLUSION COMMITMENT
Gozney is an equal opportunity employer that values diversity and inclusion. We embrace individuals of varied nationalities, backgrounds, experiences, abilities, and perspectives. Our ongoing commitment is to foster an inclusive and supportive workplace, enabling you to excel in your career.