We are partnering with a global market‑leading health tech scale‑up and one of the fastest‑growing companies in the UK, disrupting a stagnant multibillion‑pound industry through award‑winning product innovation and world‑class performance marketing. Their hero product has redefined its category for over a million customers across 40+ countries, and they’re now looking for a Retention Lead to own the next phase of growth.
You will take full commercial ownership of a proven, scalable subscription model with significant untapped potential. Joining a category leader shaping the future of a fast‑growing market, you will work directly with the product team on an active development roadmap, influencing how new launches land with the existing customer base.
Responsibilities
- Own subscription performance, building a test‑and‑learn framework to reduce churn and grow ARR
- Analyse performance metrics to identify growth opportunities and strategic insights
- Partner with website and CRM teams to optimise returning customer conversion and lifecycle flows
- Strategise seasonal and always‑on offers to re‑acquire and retain customers
- Build loyalty and advocacy programmes that reward long–term subscribers
- Deliver clear reporting and insights to senior leadership
About you
We’re keen to speak with candidates who have:
- 4-6+ years in a retention‑focused role within a consumer product business
- Experience with subscription management platforms (e.g. Loop, Recharge, Skio) and email/SMS tools (e.g. Klaviyo, Braze)
- A proactive, curious mindset – genuinely interested in why customers commit or leave
- Strong analytical ability paired with excellent written communication
- A strategic thinker comfortable in a fast‑paced, high‑pressure environment
At Pivotal, we celebrate diversity and are committed to creating an inclusive recruitment process. We welcome applications from people of all backgrounds and experiences.
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