Retention Marketing Manager

1st Formations Limited

Job Overview

Location

Covent Garden - Hybrid

Job Type

Full-time

Full Job Description

📋 Description

• We’re looking for a data-driven Retention Marketing Manager to own email-led retention performance across our Accounting-as-a-Service division.
• Working with a high-volume client base, you’ll be responsible for reducing involuntary and voluntary churn through a disciplined data-driven email retention programme.
• You will own the strategy and day-to-day execution of retention-specific email journeys, from early-tenure engagement to save and win-back flows.
• You'll work with a high-volume client base to design and execute targeted campaigns that reduce churn, with a particular focus on the free period and the first year of paid monthly subscriptions.
• You’ll use CRM data, behavioural signals, and usage patterns to identify at-risk or disengaged clients and proactively intervene through scalable marketing initiatives.
• You'll design, build and iterate save flows targeting subscribers at elevated churn risk, using behavioural and transactional signals to trigger timely interventions.
• You’ll develop and maintain segmentation frameworks that reflect subscription tenure, engagement depth and cancel-intent indicators.
• You'll run a structured testing programme across subject lines, send cadence, offer mechanics, and message framing to improve save rates and reduce passive churn.
• You’ll monitor and report on core retention email metrics: save rate, cancel deflection, reactivation rate, open-to-save conversion, and revenue retained.
• You'll partner with our Business Information Team to identify leading churn indicators and feed these into automated trigger logic.
• You’ll collaborate with Director of Lifecycle Marketing and other stakeholders to ensure retention email activity is sequenced correctly and does not conflict with acquisition or engagement programmes.
• You'll work with the Legal Team to ensure all retention communications meet regulatory.

🎯 Requirements

• Demonstrable experience managing retention email programmes within a high-volume monthly subscription-based environment.
• Hands-on experience building and executing email campaigns and automated journeys (e.g. HubSpot, Salesforce, Braze, etc.).
• Experience managing large customer bases (thousands of users/customers), ideally in subscription or SaaS models.

🏖️ Benefits

• £65–90k and comprehensive benefits package.
• Hybrid working model.
• High-impact role with ownership of retention performance.
• Real opportunities for progression as the business scales.
• The chance to influence both customer experience and product development.
• A culture that values ownership, impact, and continuous learning.

Skills & Technologies

Hybrid

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1st Formations Limited

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About 1st Formations Limited

1st Formations Limited is a Companies House-authorized UK company formation agent that incorporates and registers private limited companies online. The service packages include digital and printed company documents, registered office and director service addresses, confirmation statement filing, and ongoing compliance support. Targeting entrepreneurs, accountants, and foreign investors, the company provides same-day incorporation and post-formation administrative services while maintaining statutory records and handling mail forwarding. Established in 2014, it operates from London and is regulated by the Registrar of Companies for England and Wales.

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