Own and continuously optimise the end-to-end email retention programme for the month-to-month subscriber base.
Design, build and iterate save flows targeting subscribers at elevated churn risk, using behavioural and transactional signals to trigger timely interventions.
Develop and maintain segmentation frameworks that reflect subscription tenure, engagement depth and cancel-intent indicators.
Run a structured testing programme across subject lines, send cadence, offer mechanics, and message framing to improve save rates and reduce passive churn.
Monitor and report on core retention email metrics: save rate, cancel deflection, reactivation rate, open-to-save conversion, and revenue retained.
Partner with our Business Information Team to identify leading churn indicators and feed these into automated trigger logic.
Collaborate with Director of Lifecycle Marketing and other stakeholders to ensure retention email activity is sequenced correctly and does not conflict with acquisition or engagement programmes.
Work with the Legal Team to ensure all retention communications meet regulatory.

Demonstrable experience managing retention email programmes within a high-volume monthly subscription-based environment.
Hands-on experience building and executing email campaigns and automated journeys (e.g. HubSpot, Salesforce, Braze, etc.)
Experience managing large customer bases (thousands of users/customers), ideally in subscription or SaaS models
Strong analytical skills, with the ability to translate data into actionable retention strategies
Experience segmenting audiences and personalising communications at scale
Commercial mindset with a clear understanding of churn and retention
Ability to operate independently and work cross-functionally with other departments

Retention Marketing Manager

Key skills