Head Of Retention Mother S Earth (Remote)

Head of Retention – Mother’s Earth

Up to €60,000 per annum

Full time

Remote – Europe

We’ve teamed up with the fast growing ‘change for good’ cleaning product brand, Mother’s Earth, who are now in the market to secure a Head of Retention to join their rapidly scaling team!

Mother’s Earth is dedicated to creating a positive impact by reducing toxins and plastic waste in cleaning products and making donations to those in need. Their mission is to contribute to a better world for people and animals.

They believe in sustainability and health as a priority, and are committed to creating products that have a positive impact.

Join a dynamic, innovative team and help us bring meaningful products to market that align with our core values of transparency, continuous improvement, and community.

Check out what we are doing here; https://mothersearth.com/en-gb

As Head of Retention you will be responsible for the complete retention strategy of our company. This includes subscriptions, email, loyalty programs, and other strategies to maximise the LTV of our customers.

Responsibilities

• Design and implement comprehensive customer retention strategies, focusing on maximising Lifetime Value (LTV) through a combination of subscription models, email marketing, loyalty programs, and other retention tactics.
• Oversee the entire subscription lifecycle, from acquisition to retention, ensuring customers remain engaged and satisfied. Analyse subscription data to identify trends, challenges, and opportunities for growth.
• Design and optimise the loyalty programs to encourage repeat purchases, increase customer engagement, and enhance brand loyalty. Continuously analyse the program’s performance and make necessary adjustments.
• Manage our email marketeer in creating targeted email campaigns aimed at retention, upselling, and cross-selling. Utilise segmentation and personalization strategies to enhance customer experience and engagement.
• Develop customer segmentation strategies to tailor retention efforts based on behaviour, preferences, and purchasing history, ensuring that each segment receives relevant and effective communication.
• Leverage analytics and customer insights to inform and optimize retention strategies. Regularly report on key retention metrics (e.g., churn rate, LTV, retention rate) to senior management and stakeholders.
• Engage with customers through phone calls, surveys, interviews, etc. Anything to gather feedback, understand their needs, and identify pain points. Use this information to refine retention strategies and improve customer satisfaction.
• Work closely with marketing, product, customer service, and data teams to ensure alignment on retention goals and to integrate retention strategies across the customer journey.
• Stay updated on industry trends and best practices. Experiment with new tools, techniques, and technologies to enhance the effectiveness of retention strategies.

Day-to-Day Activities

• Implement the retention strategy, monitor its progress, and make adjustments as needed. This involves daily review and optimisation of subscription models, email campaigns, and loyalty programs.
• Review customer data and key retention metrics daily to identify trends, measure performance, and inform strategic decisions. Use insights to tweak campaigns and strategies.
• Work on refining customer segments and personalizing retention efforts. Ensure that each segment receives relevant content and offers that resonate with their specific needs.
• Oversee the creation, scheduling, and analysis of email marketing campaigns. This includes approving content, setting up A/B tests, and monitoring open rates, click-through rates, and conversions.
• Collaborate with other departments (e.g., marketing, product, customer service) in regular meetings to ensure a cohesive approach to retention across the customer journey.
• Address any issues related to customer churn, subscription cancellations, or loyalty program challenges. Work quickly to identify root causes and implement solutions.
• Manage & support an existing Email Manager
• Dedicate time to research the latest trends in customer retention in DTC eCommerce. Use this knowledge to innovate and improve current strategies.
• Prepare and present weekly and monthly retention reports to senior management, highlighting key insights, successes, and areas for improvement.

Requirements

• Minimum 3 year proven experience as retention manager within a subscription-based eCommerce environment.
• Extremely data driven
• Extreme attention for detail
• Strong communication skills
• Experience with retention tools and softwares like Klaviyo, SKIO, etc
• Extremely creative and an out of the box thinker
• Strong ability to develop and execute long-term retention strategies that align with the company’s goals and objectives.
• Strong project management skills, with the ability to manage multiple initiatives simultaneously and meet deadlines.
• Speak English fluently
• Able to manage a small high performing team

If this sounds like you then hit apply or email Sam on sam@hypergrowthrec.co.uk to find out more!