Job Description

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Your mission

As

Lead CRM & Retention

, you take full strategic and operational ownership of all our Customer Loyalty initiatives. Your core mission is to

drive Customer Lifetime Value (CLV)

by rapidly scaling our subscription model and drastically reducing churn. You will lead and grow a small team and act as the central driver for retention across the entire business.

What You’ll Do:

CLV & Retention Ownership:

Define and own all loyalty KPIs (Churn, Retention Rate, CLV, Subscription-Retention) and all actions to hit these targets.

Subscription Scaling:

Develop and test strategies to drive subscription sign-ups and increase customer commitment (e.g., upsell logic, offers, pricing).

Churn Prevention:

Lead the design and implementation of sophisticated measures to proactively reduce cancellations (e.g., exit flows, dynamic offers, personalised benefit communication).

Cohort Analysis & Optimisation:

Deep-dive into customer behaviour and segments to derive high-impact CRM measures (e.g., timing for winback, identifying churn patterns).

Lifecycle Automation:

Strategise and implement automated, trigger-based customer journeys across Email (

Klaviyo

), WhatsApp, and other channels (e.g., SMS).

Testing & Tool Stack:

Define the A/B testing roadmap for CRM mechanics and incentives. Operate and optimise our CRM and analytical tools (Klaviyo, Bythenumbers, KLAR, Loop).

Team Leadership:

Provide technical and mental leadership for the CRM team, guiding their development and performance.

Cross-Functional Drive:

Ensure smooth, high-impact collaboration with Performance, Content, Data, and Product teams.
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Your profile

YOU BRING

6+ years

of hands-on experience in

CRM, Retention, or E-commerce Marketing

, ideally in a

D2C Subscription

environment.

Expert analytical skills

in cohort analysis, segmentation, and managing core CRM KPIs (CLV, Churn Rate, CM2). Deep practical expertise with a major CRM platform like

Klaviyo

(automation, segmentation, performance analysis). Proven

Know-how in subscription models

and a track record of implementing effective

churn prevention

strategies. Ability to

prioritise complex initiatives

, drive a testing roadmap, and translate data into structured action.

Strong ownership mindset:

You are proactive, make decisions, and drive topics from concept to execution.

Leadership potential:

You act as a role model and can provide clear, solution-oriented guidance to a team. (Preferred) Experience with analytical tools like Bythenumbers, Klar, or Loop.
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About us

HER ONE empowers women through personalized wellness solutions, nurturing health and beauty at every life stage.

Our customer-centric, digital-first approach seamlessly blends nature and science, creating effortless healthy habits.

From gut health to beauty, overall well-being to weight management, our carefully crafted range—including functional snacks—supports the modern woman's journey to her best self.