Retention Manager
12-month FTC
Salary: £35,000 – £40,000
Location: South Oxfordshire/Hybrid (3 days a week on site)
We’re proud to be working with a heritage British retailor renowned for its premium teas, artisanal coffees, and luxurious hot chocolates. With roots dating back over a century, the brand is known for its commitment to quality, tradition, and beautifully packaged gifts. They blend old-world charm with a modern, customer-first approach – offering an elevated experience both in-store and online. Their products are stocked globally and loved by loyal customers across the UK, as well as expansion into Asia, and the US. They are now looking for a Retention Manager to join their growing marketing team on a 12-month fixed-term contract.
As a Retention Manager, you’ll play a key role in developing and delivering strategic CRM and loyalty initiatives across multiple markets. Using platforms like Ometria, you’ll create multi-channel campaigns (email, SMS, direct mail) to enhance customer engagement, increase lifetime value, and improve repeat purchase rates. You’ll also take ownership of a new UK loyalty programme, helping to roll it out, manage ongoing performance, and embed it across online and retail channels. Reporting into the Head of Customer Retention, and overseeing one direct report, you’ll be a hands-on contributor an a team mentor, with clear opportunity for future growth.
Key Responsibilities:
- Delivering lifecycle, triggered, and promotional CRM campaigns across markets
- Supporting the development and implementation of an omnichannel loyalty programme
- Managing subscriptions and referral schemes, driving customer retention and revenue
- Partnering with internal teams and agencies to optimise segmentation and campaign performance
- Reporting on engagement metrics, customer behaviour, and campaign ROI
- Coaching and supporting a CRM Executive in day-to-day performance
What are we looking for?
- 3+ years in CRM, Email Marketing or Retention
- Experience with CRM Platforms
- Strong campaign planning and performance analysis skills
- Confident communicator who thrives in collaborative teams
- Experience with loyalty or subscription programmes are a strong advantage
If this sounds like something you are interested in, please reach out to maddie.weeks@cvmpeople.com
