Retention Manager

• We’re looking for a Retention Manager to own and accelerate one of the biggest growth opportunities at Mous
• This is a high-impact role where you’ll take ownership of retention end-to-end by shaping the strategy, building the roadmap, and maximising the value of our growing customer base. You’ll be joining an established, fast-growing DTC brand with a loyal global community, a strong creative identity, and huge potential to deepen customer relationships
• Retention at Mous is a key growth lever. We already have a large and engaged customer base, but there is a significant opportunity to increase repeat purchases, strengthen loyalty, and unlock more lifetime value. From CRM and loyalty through to the full customer journey, you’ll own initiatives that directly influence commercial results
• With a passionate customer base and multiple product categories, the opportunity is huge. You’ll have the autonomy, visibility, and support to become the retention expert in the business and build a best-in-class approach from the ground up
• Own and optimise the email & SMS programme in Klaviyo – building and reporting on lifecycle flows (welcome, post-purchase, abandonment, win-back) and the weekly campaign calendar
• Develop the CRM/retention roadmap and customer segmentation across the full post-purchase journey
• Plan and run A/B tests on creative, offers, subject lines and send times, and report against retention KPIs
• Own retention reporting – repeat purchase rate, customer LTV, churn and email/SMS revenue – and surface insights to the wider Ecommerce team
• ✔️How will success be measured?
• Retention established as a fully owned function, with a clear CRM strategy, lifecycle framework, and reporting in place
• Growth in repeat purchase rate and CRM-attributed revenue against agreed targets
• Strong segmentation and testing framework driving continuous, measurable improvements in customer performance
• Reduced churn and increased reactivation of lapsed customers through effective win-back and lifecycle programmes
• Clear, consistent visibility of performance through robust retention reporting and defined success metrics

Benefits

• Flexible hybrid working
• Regular team and business socials
• Charlie HR perks package including discounts on hundreds of high street brands and services
• Cycle to Work Scheme
• Employee Pension Scheme
• Employee Assistance Programme
• 30% discount for F&F on all Mous products
• 1-month paid leave after 5-years of service
• Opportunity to radically grow and develop through new experiences
• 25 days holiday, plus bank holidays (if you wish to use your bank holiday days to celebrate another religious holiday and work the normal UK bank holiday days, let’s get it arranged)- As the owner of retention at Mous, you’ll be hungry to evolve what already exists, bringing fresh thinking, analytical rigour, and a strong commercial mindset to help unlock the next phase of customer growth
• You’re confident building testing frameworks that turn ideas into experiments, and experiments into scalable learnings that improve customer engagement and long-term value
• Hands-on Klaviyo expertise (or comparable ESP) – building flows, segments and campaigns independently
• You know how to define what good looks like through building clear reporting structures, setting meaningful success, and ensuring the team has visibility on performance
• You’ll ideally have experience within DTC or consumer-based brands and understand how retention fits into the wider commercial engine
• Being commercial and analytical is essential, but just as important is your ability to generate ideas for testing, whether that’s copy, imagery, or cohorts
• You bring a structured, hypothesis-led approach to improvement
• Demonstrable record of growing repeat purchase rate and CRM-driven revenue
• 2–4 years in CRM / retention / lifecycle marketing, ideally at a DTC ecommerce or consumer brand
• Confident with retention metrics – LTV, repeat purchase rate, churn, cohort analysis
• Self-starter able to own a channel end-to-end in a fast-paced, lean team
• Strong copy and creative judgement; able to take ideas from concept to live test independently across email and SMS
• With an entrepreneurial and impact-driven mindset, you would actively shape performance through experimentation and iteration, analysing the data to inform the ongoing strategy and plans
• You’re a commercially minded, data-driven marketer who is excited by the opportunity to turn insights into growth
• Commercial and analytical mindset
• Loyalty or subscription experience
• Clear test-and-learn examples with evidence of the uplift achieved- We usually respond within two weeks