Retention Manager

Drive profitable customer retention and lifecycle value for our ecommerce clients through strategic CRM programme management and execution.

Job Specification

• Role: Retention Manager

• Function: Email Marketing, SMS, WhatsApp, CRM, Lifecycle Marketing

• Reports to: Head of Email Marketing

• Core Responsibility: Drive profitable customer retention and lifecycle value for our ecommerce clients through strategic CRM programme management and execution.

• KPI: Client LTV growth, retention revenue contribution, churn reduction, client satisfaction scores

Responsibilities

As Retention Manager at Public Nectar, you'll be one of the agency's specialists for everything lifecycle and CRM. You'll work across our ecommerce client base, primarily Klaviyo-powered DTC and subscription brands - owning strategy, execution, and performance reporting for email, SMS, and beyond. This isn't a siloed channel role; you'll collaborate closely with paid media strategists and creatives to ensure retention activity connects to the full customer journey.

Strategy & Client Leadership:

• Own retention strategy across your client portfolio, developing tailored lifecycle roadmaps aligned to each brand's growth stage and commercial goals

• Lead client-facing retention conversations: presenting strategy, interpreting performance data, and making proactive recommendations. Identify gaps and opportunities in client CRM programmes, pitching new initiatives before clients ask for them

• Contribute to new business pitches where retention is a core service pillar

CRM Execution & Programme Management:

• Build and optimise automated lifecycle flows - welcome series, post-purchase, win-back, subscription renewal, loyalty, and more

• Plan, brief, and manage campaign calendars across email and SMS, coordinating with creative and copy resources

• Develop intelligent segmentation strategies based on purchase behaviour, engagement signals, product affinities, and lifecycle stage

• Manage Klaviyo (primary platform) across multiple client accounts, including flows, campaigns, lists, segments, and integrations

Testing, Optimisation & Reporting:

• Design and run structured A/B and multivariate testing programmes across subject lines, send times, content, offers, and flows

• Own retention reporting across your client accounts - tracking LTV, repeat purchase rate, churn, revenue contribution, engagement, and deliverability

• Transform performance data into clear, commercial insights and present these confidently to clients and internal stakeholders

• Continuously audit performance and proactively raise opportunities without waiting to be asked

Cross-Channel Integration:

• Work closely with paid media teams to align retention activity with acquisition strategy - ensuring messaging, offers, and timing are coherent across the customer journey

• Support clients expanding into SMS, direct mail, WhatsApp, and loyalty programmes - advising on platform selection, mechanics, and strategy

• Stay close to the evolving CRM landscape, bringing best-in-class ideas and tools to the team and clients

Requirements

• 2+ years of hands-on CRM or lifecycle marketing experience, ideally within ecommerce, DTC, or subscription brands

• Expert-level Klaviyo knowledge - flows, campaigns, segmentation, deliverability, and integrations

• Solid understanding of Shopify and how it connects to CRM and retention mechanics

• Solid understanding of Figma - this is our main design tool, knowing your way around it is important

• Strong commercial instinct - you think in LTV, churn rates, and revenue contribution, not just open rates

• Confident communicator: you can translate technical CRM into clear strategic direction for clients

• Highly organised with ability to manage multiple client workstreams simultaneously

• Analytical by nature, creative in application - comfortable in spreadsheets and reviewing campaign briefs

Nice to Have

• Agency-side experience or experience managing CRM across multiple brands simultaneously

• Exposure to SMS platforms (Attentive, Postscript, SMSBump) and/or loyalty tools (Yotpo, LoyaltyLion, Smile.io)

• Experience with subscription platforms (Recharge, Skio, Stay.ai)

• Familiarity with broader marketing analytics - Meta Ads, Google Analytics, attribution tools

• Experience evaluating and recommending CRM stack upgrades

What Success Looks Like

90 Days:

• Audited retention strategy across key client accounts with prioritised roadmaps for each

• Fully up to speed with all of our system and process at the agency

• Established yourself as a trusted voice in client conversations and fully embedded in the team

• New flows or test programmes live and showing early performance indicators

6 Months:

• Clients pointing to your work as a measurable contributor to their LTV growth and reduced churn

• Clear point of view on where our retention offering should evolve next

• Consistently delivering retention strategies that exceed client expectations

12 Months:

• Recognised as a retention specialist within the agency, mentoring junior team members

• Leading complex, multi-channel retention programmes for premium clients

• Contributing to agency thought leadership and new business development

What We Offer

Competitive Package:

• Competitive salary commensurate with experience

• Performance-based bonus opportunities

• 28 days paid holiday plus bank holidays

• Your birthday off (because everyone deserves to celebrate)

Professional Growth:

• Access to £10,000 worth of training courses and professional development

• Mentorship from highly experienced digital marketing experts

• Clear career progression pathways within our growing agency

• Regular exposure to diverse clients across multiple industries and niches

Work-Life Excellence:

• Fully remote working environment

• Subsidised gym membership up to £50 per month

• Bi-yearly social events

Culture & Environment:

• Work with a wonderfully diverse portfolio of clients

• Collaborative, high-energy team environment

• Opportunity to make a real impact on growing businesses

• Agency culture built on integrity, growth, and winning together

If you're excited about driving real business growth through strategic retention management and want to be part of a team that values both performance and purpose, we want to hear from you.