Interim Head of Retention Marketing

• Own global retention performance KPIs and budgets to drive customer lifetime value, active customer volume, order frequency, and returning revenue
• Partner with Ecommerce, Marketing, Retail, and Creative teams to optimise full-funnel customer journeys and bridge online and offline touchpoints
• Evolve lifecycle strategies using predictive signals, behavioural data, and advanced segmentation
• Lead business casing, go-to-market, and lifecycle mechanics for subscription offerings and loyalty/value-tier programmes
• Lead and develop the Customer Insights capability and ensure analysis projects deliver actionable stakeholder insights
• Embed customer segmentation and Trinny London’s brand personality across customer communications and digital touchpoints
• Oversee integration, adoption, and deliverability of new MarTech capabilities
• Use first-party data and personalisation tools to scale dynamic content, product recommendations, and AI efficiencies
• Direct execution across Email, SMS, Direct Mail, and emerging platforms while optimising opt-in growth, regulatory compliance, and send health
• Coach and develop the Retention team, including a Senior Lifecycle Manager and Lifecycle Co-Ordinator

Requirements

• A curious, data-obsessed mindset with a natural flair for analysis and experimentation
• Proven track record of leveraging customer insights, predictive signals, and testing frameworks
• Extensive industry knowledge of modern MarTech ecosystems, including ESPs, personalisation tools like Dynamic Yield, and e-Commerce platforms
• Proven ability to oversee MarTech integrations
• Ability to identify operational efficiencies and simplify complex workflowsMethodical and solutions-oriented approach suitable for a fast-paced, founder-led environment
• Persuasive communication skills and ability to distill complex insights into clear, succinct, actionable updates for senior leadership
• Proven ability to coach and mentor high-performing teams
• Collaborative and empathetic approach with strong cross-functional partnership skills

Core Competencies

Demonstrates expertise in customer retention strategies, leveraging data-driven insights and advanced segmentation to enhance customer lifetime value and optimise marketing performance. Proven ability to lead cross-functional teams and integrate MarTech solutions to drive operational efficiencies and effective communication.

Highest-signal resume keywords

• Customer Retention Performance
• MarTech Integration
• Predictive Signals Analysis
• Team Coaching and Development
• Cross-Functional Collaboration

Hard Skills

• Customer Insights Analysis
• Lifecycle Strategy Development
• Data-Driven Decision Making
• Segmentation Techniques
• Operational Efficiency Identification

Soft Skills

• Persuasive Communication
• Curiosity and Analytical Mindset
• Empathy in Collaboration
• Methodical Problem Solving

Industry Keywords

• Ecommerce
• Customer Lifetime Value
• Subscription Offerings
• Loyalty Programs
• Full-Funnel Optimization

Tools & Technologies

• Dynamic Yield
• Email Service Providers (ESPs)
• Personalization Tools
• Customer Relationship Management (CRM) Systems

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