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We’re looking for a Head of Retention to own the full customer relationship at Cadence, from first touch through to long-term loyalty. This means email, SMS, subscription lifecycle, loyalty, and LTV strategy, across both the UK and US.

You’ll be hands-on in the platforms and close to the data, with direct ownership of the channels and flows that span the entire customer journey. You’ll report to the Head of Marketing and work across the team on subscription offer architecture, campaign execution, and retention strategy.

What You’ll Own

Full strategic ownership and execution of subscription, email, SMS, loyalty, and retention across both UK and US markets. The core goal is straightforward: increase retention, grow subscription retention, maximise LTV, and drive buy-in to the loyalty programme. This is a function the Head of Marketing has owned directly until now - we’re ready for a specialist in the driver’s seat.

Email & SMS

• Own all flows and campaigns across Klaviyo and Attentive
• Manage the UK and US campaign calendar end-to-end
• Segment by lifecycle stage, purchase behaviour, and market
• Test, iterate, and report on performance

Subscription & Lifecycle

• Own subscription lifecycle strategy and comms
• Build and manage cancel flows, win-back sequences, and churn interventions
• Monitor cohort health

Loyalty

• Own the Fuel Club loyalty programme - mechanics, comms, and optimisation
• Drive buy-in and active participation across the customer base
• Build touchpoints that deepen repeat purchase, referral, and community attachment

Analytics & Strategy

• Track LTV, AOV, cohort retention, and churn across both markets
• Maintain the retention reporting stack
• Set the roadmap - and execute it

The Team

You’ll report to and work closely with the Head of Marketing, alongside the wider growth team. The retention and CRM team will be built out beneath you as the function grows.

What You’ll Bring

• 4+ years in CRM, lifecycle, & retention, with subscription D2C brand experience (essential)
• Deep, hands-on Klaviyo expertise: flows, segmentation, deliverability, and reporting
• Working knowledge of Attentive and Recharge
• Able to design and build emails independently in Figma, with designer support available
• Strong copy instinct and high standards
• Commercially sharp: you understand LTV, AOV, NCPA, and churn - and how to move them
• Self-directed and able to operate across two markets independently