The ad says“Plan and run A/B tests on creative, offers, subject lines and send times, and report against retention KPIs”
The ad says“Confident with retention metrics – LTV, repeat purchase rate, churn, cohort analysis”
The ad says“Confident with retention metrics – LTV, repeat purchase rate, churn, cohort analysis”
The ad says“Strong copy and creative judgement; able to take ideas from concept to live test independently across email and SMS”
The ad says“Develop the CRM/retention roadmap and customer segmentation across the full post-purchase journey”
The ad says“Own and optimise the email & SMS programme in Klaviyo – building and reporting on lifecycle flows (welcome, post-purchase, abandonment, win-back) and the weekly campaign calendar”
The ad says“Own and optimise the email & SMS programme in Klaviyo – building and reporting on lifecycle flows (welcome, post-purchase, abandonment, win-back) and the weekly campaign calendar”
The ad says“Confident with retention metrics – LTV, repeat purchase rate, churn, cohort analysis”
The ad says“Develop the CRM/retention roadmap and customer segmentation across the full post-purchase journey”
The ad says“Own and optimise the email & SMS programme in Klaviyo – building and reporting on lifecycle flows (welcome, post-purchase, abandonment, win-back) and the weekly campaign calendar”
We’re looking for a Retention Manager to own and accelerate one of the biggest growth opportunities at Mous
This is a high-impact role where you’ll take ownership of retention end-to-end by shaping the strategy, building the roadmap, and maximising the value of our growing customer base
You’ll be joining an established, fast-growing DTC brand with a loyal global community, a strong creative identity, and huge potential to deepen customer relationships
Retention at Mous is a key growth lever. We already have a large and engaged customer base, but there is a significant opportunity to increase repeat purchases, strengthen loyalty, and unlock more lifetime value
From CRM and loyalty through to the full customer journey, you’ll own initiatives that directly influence commercial results
With a passionate customer base and multiple product categories, the opportunity is huge. You’ll have the autonomy, visibility, and support to become the retention expert in the business and build a best-in-class approach from the ground up
With an entrepreneurial and impact-driven mindset, you would actively shape performance through experimentation and iteration, analysing the data to inform the ongoing strategy and plans
Own and optimise the email & SMS programme in Klaviyo – building and reporting on lifecycle flows (welcome, post-purchase, abandonment, win-back) and the weekly campaign calendar
Develop the CRM/retention roadmap and customer segmentation across the full post-purchase journey
Plan and run A/B tests on creative, offers, subject lines and send times, and report against retention KPIs
Own retention reporting – repeat purchase rate, customer LTV, churn and email/SMS revenue – and surface insights to the wider Ecommerce team
How will success be measured?
Retention established as a fully owned function, with a clear CRM strategy, lifecycle framework, and reporting in place
Growth in repeat purchase rate and CRM-attributed revenue against agreed targets
Strong segmentation and testing framework driving continuous, measurable improvements in customer performance
Reduced churn and increased reactivation of lapsed customers through effective win-back and lifecycle programmes
Clear, consistent visibility of performance through robust retention reporting and defined success metrics
Benefits
Flexible hybrid working
Regular team and business socials
Charlie HR perks package including discounts on hundreds of high street brands and services
Cycle to Work Scheme
Employee Pension Scheme
Employee Assistance Programme
30% discount for F&F on all Mous products
1-month paid leave after 5-years of service
Opportunity to radically grow and develop through new experiences
25 days holiday, plus bank holidays (if you wish to use your bank holiday days to celebrate another religious holiday and work the normal UK bank holiday days, let’s get it arranged)
Preferred experience
You’re a commercially minded, data-driven marketer who is excited by the opportunity to turn insights into growth
Being commercial and analytical is essential, but just as important is your ability to generate ideas for testing, whether that’s copy, imagery, or cohorts
You’ll ideally have experience within DTC or consumer-based brands and understand how retention fits into the wider commercial engine
Demonstrable record of growing repeat purchase rate and CRM-driven revenue
Hands-on Klaviyo expertise (or comparable ESP) – building flows, segments and campaigns independently
You know how to define what good looks like through building clear reporting structures, setting meaningful success, and ensuring the team has visibility on performance
You’re confident building testing frameworks that turn ideas into experiments, and experiments into scalable learnings that improve customer engagement and long-term value
2–4 years in CRM / retention / lifecycle marketing, ideally at a DTC ecommerce or consumer brand
You bring a structured, hypothesis-led approach to improvement
As the owner of retention at Mous, you’ll be hungry to evolve what already exists, bringing fresh thinking, analytical rigour, and a strong commercial mindset to help unlock the next phase of customer growth
Strong copy and creative judgement; able to take ideas from concept to live test independently across email and SMS
Commercial and analytical mindset
Self-starter able to own a channel end-to-end in a fast-paced, lean team
Loyalty or subscription experience
Clear test-and-learn examples with evidence of the uplift achieved
