Head of Retention

Job description

We're customer obsessed. We put the customer at the heart of everything we do - and we're looking for people who feel the same way. About Bike Club Bike Club is the easiest way to keep kids on the right sized bike. Through our subscription model, we remove the hassle of buying, outgrowing and reselling children's bikes, so families always have the right bike, right when they need it. We are a purpose-led, fast-growing business built on ease, care, progress and joy - with a relentless focus on customer growth, retention and building a more circular approach to children's cycling. Tasks The Role We are looking for a senior, hands-on Head of Retention to build and lead Bike Club's retention capability across the UK and Germany. You will own retention strategy and performance across the member lifecycle, including onboarding, engagement, bike exchange, cancellation prevention, referral, additional memberships and win-back. You will build this capability from a relatively limited existing base and work directly in tools such as Salesforce and Klaviyo. Retention will own lifecycle strategy, customer journeys, segmentation, triggers, propositions and performance. You will partner with the Head of Content on messaging, and work closely with Acquisition, Product, Customer Support, Operations, Finance and shared data support. What You'll Do Retention Strategy Develop and deliver a clear retention strategy for Bike Club across UK and Germany. Build a clear roadmap for improving customer lifetime value across the subscription lifecycle. Build the retention capability essentially from scratch, given the limited existing base to build from. CRM & Lifecycle Management Own lifecycle strategy from joining and onboarding through engagement, exchange, continued membership, cancellation and win-back. Design and implement customer journeys, segmentation, triggers, channel cadence and offers in Salesforce, Klaviyo and other relevant systems. Design and own lifecycle communications that deliver the right message to the right customer at the right time. Develop interventions to reduce early-life churn, voluntary cancellations and involuntary churn such as failed payments. Maintain high standards for CRM data quality, consent, preferences and email deliverability. Member-Get-Member, Referral & Community Design, launch and optimise member-get-member (MGM) and referral activity acros…