CRM & Retention Lead (Health & Wellness)

Location: London, UK; hybrid working with 3 days on site.

Salary: £65,000–£75,000 plus performance-related bonus.

Company

Fast-growing, science-led health and wellness brand helping customers build healthier long-term habits through a subscription product.

What you will do

• Own the CRM and retention strategy, including churn reduction, subscriber LTV, and the full customer lifecycle programme.
• Build and optimise subscription journeys covering onboarding, early engagement, pre-churn intervention, pause-and-save, win-back, and post-purchase communications.
• Create education-led communications that set expectations and keep customers motivated through their customer journey.
• Use segmentation, behavioural data, and customer feedback to personalise email, SMS, and other owned channels while driving repeat revenue.
• Develop referral and advocacy programmes and collaborate with Founders, Growth, Product, and Customer teams.

Requirements

• Proven experience owning subscription retention in a D2C or eCommerce business, ideally in health, wellness, supplements, or personal care.
• Strong understanding of churn cohorts, subscriber LTV, and the levers that influence them.
• Hands-on expertise in CRM, email and SMS automation, and lifecycle marketing; experience with Klaviyo is relevant.
• Experience with Shopify and subscription platforms such as Recharge or Skio.
• Data-driven approach with the ability to analyse performance, run tests, and make commercial trade-offs.
• Ability to communicate product benefits clearly and compliantly within a regulated health and wellness environment.
• Strategic and hands-on approach, including building the roadmap and delivering it within a lean, fast-moving team.

Culture & Benefits

• Hybrid working with flexible hours.
• 25 days of annual leave plus bank holidays.
• Full ownership of the CRM and retention function with freedom to set the strategy.
• Direct access to founders and involvement in key commercial decisions.
• Performance-related bonus, progression opportunities, and visible impact on subscriber growth and revenue.