Retention Lead

Subscriber P&L Ownership

• Own the metrics that matter: NRR, gross churn, voluntary vs. involuntary churn, reactivation rate, LTV, payback period, subscriber LTR.
• Move NRR materially up and to the right — through better onboarding, better subscription mechanics, better lifecycle, better win-back, and better products in the basket.
• Drive the monthly-to-quarterly-to-annual subscription migration. Build the offer architecture, the messaging, and the experience that earns the longer commitment.
• Reduce involuntary churn through best-in-class dunning, payment retry logic, and card-update flows.
• Build the cross-sell engine that turns Essentials subscribers into Longevity subscribers into Beckham Stack subscribers — and lifts ARPU without lifting CAC.

AI-Native Operating System

• Run a retention function where AI is embedded in everything: predictive churn modelling, LTV forecasting, personalised content generation at scale, dynamic offer engines, journey orchestration, and sentiment analysis on every cancellation reason.
• Deploy LLMs and generative tools (Claude, GPT, ElevenLabs, and whatever comes next) to produce hyper-personalised email, SMS, and on-site content — at a volume and quality no traditional CRM team can match.
• Build agentic workflows that automate the operational layer: campaign QA, audience building, journey diagnostics, weekly retention reporting, anomaly detection on cohort behaviour.
• Be the in-house authority on AI-native retention platforms — Klaviyo AI, Attentive AI, predictive churn engines — and extract performance most operators leave on the table.

Lifecycle & CRM Leadership

• Own the email, SMS, push, and in-app programmes end-to-end: strategy, segmentation, content, calendar, deliverability, and performance.
• Build a global lifecycle programme that adapts to 43 markets — language, regulatory, behavioural, and cultural — without losing brand coherence.
• Run a constant test-and-learn programme on subject lines, send times, offers, journeys, and segmentation logic. Every campaign teaches us something we put into the next one.

Subscription Experience & Community

• Own the subscriber experience end-to-end — onboarding, replenishment cadence, pause/skip/swap mechanics, account self-service, customer success, and offboarding.
• Partner with product and ops on the unboxing, packaging, and in-pack inserts that turn every shipment into a retention asset.
• Build the loyalty and referral programme that compounds — leveraging our athlete and Beckham partner ecosystem in ways no other supplement brand can match.
• Design and run the subscriber-only content, events, and access that make IM8 membership feel like membership.

Data, Measurement & Analytics

• Build the cohort analytics, attribution, and forecasting that lets the business plan LTV with confidence — and lets the acquisition team bid accordingly.
• Deliver weekly retention reporting, cohort diagnostics, and executive-ready insight. Be the source of truth for everything subscription.
• Partner with finance on LTR:CAC, payback, and cohort modelling that feeds the strategic plan and investor narrative.
• Run regular incrementality testing — prove what's actually moving the needle versus what's just correlated.

Cross-functional Collaboration

• Work shoulder-to-shoulder with Performance Marketing on cohort feedback loops, offer architecture, and LTV signals that improve acquisition decisions.
• Partner with Product on roadmap — which SKUs to launch, in what order, with what bundling logic, to maximise subscriber LTV.
• Manage agency, ESP, and platform relationships to a high bar.