RETENTION
LEAD
The Retention Lead is responsible for leading and developing Heur's retention function, delivering exceptional client outcomes whilst helping evolve our retention proposition, methodologies and ways of working.
Reporting to the Head of Growth, this role combines client strategy, campaign management, team leadership and service development.
Heur's retention offering extends beyond traditional email marketing and includes Email, SMS, WhatsApp, Loyalty, Referral, Community and Subscription.
We work with ambitious ecommerce brands across luxury, lifestyle and FMCG sectors, helping them grow customer lifetime value, improve retention and drive profitable revenue through a combination of strategic thinking, technical execution and commercial focus.
We have an established client base and a proven retention offering, delivering strategy and execution through platforms including Klaviyo, Ometria and Omnisend. Our work spans both automated lifecycle programmes and broadcast campaign management.
The successful candidate will be comfortable analysing data from across the ecommerce and marketing ecosystem to identify opportunities, build recommendations and prioritise activity that aligns with a client's commercial objectives, scope and stage of growth.
WHAT YOU WILL NEED
Requirements
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Agency experience within CRM, retention or lifecycle marketing.
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Strong experience with platforms such as Klaviyo, Ometria and Omnisend.
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Strong understanding of ecommerce and customer lifecycle marketing.
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Experience managing multiple clients across different sectors and objectives.
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Ability to interpret data and translate insight into commercially valuable recommendations.
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Experience mentoring or managing team members.
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Strong organisational and prioritisation skills.
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Excellent communication skills, both written and verbal.
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Comfortable leading client meetings independently.
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Experience working with distributed or remote teams.
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High emotional intelligence and strong stakeholder management skills.
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Comfortable using AI tools to improve productivity and delivery quality.
What Success Looks Like
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Clients achieve measurable growth in retention performance and customer lifetime value.
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CRM & Retention retainers consistently deliver strategic value and commercial impact.
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Broadcast Campaign retainers are delivered to a high standard, on time and aligned to client objectives.
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Team members are well-supported, developed and accountable.
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Heur's retention proposition continues to evolve and improve.
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Retention remains a trusted and commercially valuable pillar of Heur's offering.
This is not a pure CRM management role and it is not a pure people management role.
We're looking for someone who enjoys balancing data-led strategy, leadership and execution, and who remains close enough to the work to identify opportunities, solve problems and continuously improve how we deliver retention for our clients.
WHAT YOU WILL DO
Key Responsibilities
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Own retention strategy across a portfolio of ecommerce clients.
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Build commercially focused recommendations using data from CRM platforms, ecommerce platforms, analytics tools and wider marketing channels.
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Lead lifecycle marketing strategy across email, SMS, loyalty, referral, community and subscription programmes.
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Oversee the planning and execution of broadcast campaign activity across client accounts.
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Ensure retention activity aligns with client objectives, commercial goals and agreed scope.
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Manage retention team operations.
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Own and deliver standardised reporting to client in line with scope.
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Drive quality control and consistency across all retention deliverables.
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Develop and improve Heur's retention methodologies, playbooks and operating processes.
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Identify opportunities to utilise AI tools and workflows to improve quality, productivity and efficiency.
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Work closely with Ecommerce and Growth teams to deliver joined-up client strategies.
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Support retention-related opportunities within new business and client growth discussions.
Client Strategy & Delivery
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Own retention strategy across a portfolio of ecommerce and DTC clients.
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Build commercially focused recommendations based on data from CRM, ecommerce, paid media, analytics and customer behaviour platforms.
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Ensure all retention activity aligns with client objectives, commercial targets and industry best practice.
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Lead client retention roadmaps across email, SMS, loyalty, referral, community and subscription channels.
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Act as the senior retention specialist across client accounts, providing strategic guidance and quality assurance.
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Identify opportunities to increase retention, customer lifetime value, repeat purchase rates and overall profitability.
Commercial & Operational Excellence
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Ensure client work is delivered efficiently, profitably and to a consistently high standard.
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Support account growth through strategic recommendations and identification of additional opportunities.
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Manage personal workload proactively while ensuring team capacity is effectively utilised.
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Contribute to forecasting, resource planning and operational improvements across the function.
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Maintain a strong understanding of evolving retention trends, technologies and platform capabilities
The anticipated split for the role is: -
40% CRM & Retention strategy and delivery
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30% Broadcast Campaign strategy, management, execution and optimisation
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30% Team leadership, service development and operational improvement
WHAT YOU WILL GET
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Competitive salary, based on experience.
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30 days holiday—plus bank holidays..
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Up to 5% employer pension contribution.
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Support for your side hustles—we encourage ambition.
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Work from anywhere (realistic conditions apply).
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Access to perks, discounts, and regular social events.
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Personal Development Fund to keep you sharp and evolving.
HOW TO APPLY
Feel you are the right fit? Send your CV and cover letter to us at:
Please outline the position you are applying for in the subject line. We look forward to your next steps!
WHAT WE DELIVER
We currently deliver two core retention products to clients:
CRM & Retention
Strategic and technical management of lifecycle marketing programmes, including customer journeys, automation, segmentation, personalisation, testing and optimisation across platforms such as Klaviyo, Ometria and Omnisend.
Broadcast Campaigns
Planning, creation, deployment and optimisation of email marketing campaigns delivered on an ongoing retainer basis, aligned to trading calendars, launches, promotions and commercial objectives.
The Retention Lead will be responsible for ensuring both services continue to deliver excellent results whilst identifying opportunities to improve performance, efficiency and scalability.
This is a hands-on role with some initial team leadership. The successful candidate will be expected to lead by example, remaining close to client delivery whilst exploring the opportunity of building a wider retention team over the long term.