Retention Manager

Mous, a fast-growing DTC brand, as a Retention Manager. In this high-impact role, you will shape the retention strategy, build the roadmap, and maximize the value of our growing customer base. You will own initiatives that directly influence commercial results, including CRM, loyalty, and the full customer journey.

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

About Mous

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

Responsibilities

• Success will be measured by the establishment of retention as a fully owned function, growth in repeat purchase rate and CRM-attributed revenue, and reduced churn.
• Ownership of retention strategy, roadmap, and initiatives to maximize customer value.
• Management and optimization of email and SMS programs, including lifecycle flows and campaign calendar.
• Development and execution of A/B testing frameworks to drive continuous improvement in customer performance.
• Hands-on Klaviyo expertise (or comparable ESP) – building flows, segments and campaigns independently
• You’re confident building testing frameworks that turn ideas into experiments, and experiments into scalable learnings that improve customer engagement and long-term value
• Confident with retention metrics – LTV, repeat purchase rate, churn, cohort analysis
• 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

Requirements

• Demonstrable record of growing repeat purchase rate and CRM-driven revenue
• 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
• Clear test-and-learn examples with evidence of the uplift achieved

Preferred

• You’ll ideally have experience within DTC or consumer-based brands and understand how retention fits into the wider commercial engine
• Loyalty or subscription experience

Benefits

• Benefits include flexible hybrid working, discounts on Mous products, and opportunities for growth and development.