Support the development and execution of TRIP’s retention and CRM strategy across email, SMS and other owned channels
Help build, manage and optimise lifecycle journeys (welcome, post-purchase, replenishment, win-back and loyalty)
Own weekly campaign setup, QA and deployment within our CRM tool, Klaviyo
Continuously test and optimise messaging, creative, timing and offers to improve engagement, repeat purchase and LTV
Work closely with the Retention Lead to analyse performance, report on KPIs and surface actionable insights
Collaborate with Brand, Creative, Customer Experience and Operations teams to ensure a consistent, customer-first experience
Support subscription growth and churn reduction initiatives
Stay on top of CRM, retention and DTC best practices, bringing fresh ideas to the table

1-3 years’ experience in retention, CRM or lifecycle marketing (DTC subscription or e-commerce experience a big plus)
Hands-on experience with email and/or SMS platforms (Klaviyo experience preferred)
Strong analytical skills and confidence working with data, dashboards and reporting
A test-and-learn mindset with a genuine interest in customer behaviour
Highly organised with great attention to detail
Comfortable working in a fast-paced, scale-up environment
Passion for wellbeing, consumer brands and building meaningful customer relationships
You’ll need to have the existing right to work in the UK, as we’re not able to provide visa sponsorship for this role.

Retention Specialist

Key skills