Retention Marketing Lead
- company
- Grind
- location
- London Area, United Kingdom
- posted
- 10 Jun
- **A bit about us.**
- Grind is a coffee company that lives in London. Since opening Shoreditch Grind in 2011, we've expanded across London with cafés, coffee trucks and a state-of-the-art coffee roastery. Today, we serve millions of cups of coffee across London and the UK each year, and we’ve helped hundreds of thousands of people make better, more sustainable coffee at home. You’ll find our coffee beans, compostable coffee pods and ready-to-drink coffee cans - in supermarkets across the UK and in hotels around the world.
- Based in Shoreditch, we have a team of talented people working on everything from product development to finance, to customer experience. We’re looking for someone to join our growing team and help us in building the future of Grind.
- We think coffee can be a force for good. Whether it's through creating the UK's first compostable coffee pods, our plastic-free packaging or carbon-free shipping - we're on a mission to be the world's most sustainable coffee company.
- In 2023, we created our charity, the Better Coffee Foundation, to undo the damage done by the global coffee industry - in our first year, we recovered 43 million pods' worth of ocean-bound plastic.
- **A bit about the role.**
- Grind is looking for an experienced and commercially-driven Retention Marketing Lead to own and evolve our end-to-end retention strategy for a 12-month fixed term contract. You’ll play a critical role in reducing churn, improving customer lifetime value, increasing rebill rates, and maximising reactivation across our customer base
- Working within the DTC team on this fixed term, you’ll collaborate cross-functionally with CRM, Ecommerce, Product, Customer Experience, Operations, Data and Brand teams to deliver a best-in-class lifecycle programme. You’ll combine strategic thinking with hands-on execution, driving measurable improvements in customer retention and long-term loyalty. This role is ideal for someone who thrives in a fast-paced, high-growth environment and is passionate about using data, experimentation and customer insight to drive meaningful commercial impact
- **.
- Role responsibilities**
- Own and evolve Grind's customer retention strategy, setting clear objectives and targets to improve customer lifetime value, retention, satisfaction, and profitabilit
- y.Develop and maintain a data-driven retention roadmap, identifying opportunities to strengthen customer loyalty and reduce churn across the customer lifecycl
- e.Own the strategy, development, and performance of Grind's loyalty programme, leading cross-functional delivery to increase customer engagement, repeat purchase, and long-term brand loyalt
- y.Lead cross-functional projects and experimentation programmes, including A/B testing and the adoption of new technologies, to improve personalisation, engagement, and business performanc
- e.Monitor, analyse, and report on key customer metrics, including retention, churn, reorder behaviour, customer satisfaction, and loyalty programme performanc
- e.Lead customer research initiatives, surveys, and insight gathering activities, translating findings into actionable recommendations and strategic prioritie
- s.Partner with data and analytics teams to develop reporting tools, dashboards, forecasting models, and customer insights that support decision-makin
- g.Collaborate closely with Customer Service, Operations, Ecommerce, CRM, Product Development, and other stakeholders to identify friction points and improve the end-to-end customer experienc
- e.Drive continuous improvement across retention channels, cancellation journeys, customer cohorts, and customer experience programmes through ongoing analysis and optimisatio
- **n.
- You’ll h**
- ave.Proven experience in lifecycle marketing, ideally within a DTC or subscription business, with a track record of reducing churn and driving LTV gr
- owthStrong analytical and commercial mindset, using data to identify opportunities and prioritise high-impact initiat
- ivesExperience working cross-functionally with teams such as CRM, Product, Brand, Ops and Customer Experi
- enceA test-and-learn mindset, with curiosity to explore new ideas and technologies (including
- AI)Strong communication skills, able to translate data into clear insights and act
- ionsExcellent organisation and adaptability in a fast-paced environ
- mentA proactive, growth-oriented mindset with a focus on continuous improve
- **mentBonus if you h**
- ave…Experience in a subscription-based busi
- nessExperience building or evolving loyalty progra
- mmesExperience developing churn or LTV mo
- **dels
- Diversity and Inclus**
- ion. Grind is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, colour, national origin, religion, gender, gender identity or expression, sexual orientation, marital status, age, veteran status, or disability st
- atus.If there are any adjustments you need to help you bring your best self to an interview with us please let us
- **know.
- Benefits and**
- perks.SpectrumLife: Access our confidential Employee Assistance Program (EAP) for personal and professional su
- pport.Referral Bonus: Earn a bonus for bringing great talent to our team (£250 for employees, £450 for mana
- gers).Stream: Take control of your finances with on-demand access to your earned wages, financial coaching, and
- more.Employee Loan: Access an interest-free loan of up to £1,000 to help with unexpected exp
- enses.Discounts online: Up to 40% off our retail line o
- nline.Crew Card: Enjoy 50% off all food and drinks, plus two free coffees a day at Grind loca
- tions.Team Events: Participate in regular team events and enjoy a stocked office with healthy breakfast and s
- nacks.Family & Friend Discounts: Special discounts for family and fr
- iends.Enhanced Maternity and Paternity: Enjoy enhanced maternity and paternity benefits once eli
- **gible.**
- SalaryUp to £60,000 depending on expe
- rience