Interim Head of Retention, 3 month contract Greater London, United Kingdom Area

The Company is seeking an Interim Head of Retention for a 3-month contract, with the potential for a permanent role. The successful candidate will be a senior, hands-on retention lead, customer-obsessed, and dedicated to putting the customer at the heart of everything. The role involves building the company's retention capability, particularly in the UK and Germany, and working directly in Salesforce and Klaviyo to enhance customer journeys and fix gaps in the current lifecycle. The Interim Head of Retention will be responsible for designing and implementing customer journeys, segmentation, triggers, and offers, as well as delivering quick wins on early-life churn, voluntary cancellations, and failed payments. Applicants should have a clear, prioritized retention strategy and roadmap, and be able to demonstrate early improvements in onboarding and avoidable churn. The ideal candidate will have senior experience in leading retention, lifecycle, CRM, or loyalty in a consumer or subscription business, with a strong focus on data literacy, a test-and-learn mindset, and commercial acumen. Experience in the German market is a plus. The role requires the ability to partner with various teams, including content, acquisition, product, customer support, operations, and finance, and to set up reliable reporting on churn and cohorts. The Interim Head of Retention will also be expected to plan member-get-member, referral, and win-back activities, balancing customer value, growth, and margin.

Hiring Company

The Bike Club