Senior Manager, Retention (UK)

Athletic Greens

  • United Kingdom
  • Permanent
  • Full-time
  • 1 month ago
Job Description:ABOUT USAt the heart of AG1 lies a commitment to our mission to empower people to take ownership of their health. Since 2010, we've dedicated ourselves to bringing Foundational Nutrition to people around the world.Our ethos is deeply rooted in science, with an unwavering dedication to continuous improvement. We leverage and contribute to the latest research to deliver a powerful, straightforward solution for optimal health to our customers. We harness the finest ingredients so that every scoop of AG1 gives you the nutrients you need with the simplicity you want in a daily routine.Likewise, our organization puts the same energy into creating an environment that is a reflection of the cultural values that define who we are and how we work together. These seven values- One Spectacular Life, Customer Centric, Radical Ownership, High Performance, Courage, Good Humans and Continuous Improvement-are a representation of the high standards we set, and hold ourselves accountable to, when it comes to building our global team.THE ROLEWe are looking for an experienced, highly organized and collaborative Senior Manager, Retention for our UK team, to establish an excellent customer retention programme in the UK and own our customer churn and LTV metrics.We are looking for somebody who will immediately embrace AG1's experimentation mindset and continually test and iterate. Reporting to the VP, Growth - UK, this role works cross-functionally to holistically own our customer retention and development strategies, including lifecycle marketing across all channels. The role will be working in a fast-paced, analytical yet creative environment that offers the opportunity to be part of a rapidly growing business and team.WHAT YOU'LL DO
  • Own our end-to-end customer journeys and the respective KPIs, including churn, rebill and LTV.
  • Establish excellent lifecycle marketing programmes, utilising channels such as email, SMS, direct mail and telemarketing, across all stages of the customer journey, including prospecting, onboarding, ongoing retention and development, conversion to subscription, refer a friend, winback.
  • Evaluate customer behavior and segmentation to formulate recommendations on the lifecycle roadmap. Understand specific customer needs by segment, acquisition channel, and channel preference.
  • Establish ongoing A/B testing strategies in order to continue to optimise commercial metrics.
  • Collaborate with the global Retention team and customize a UK market lifecycle roadmap, with programs and campaigns that improve NPS, increase retention, and increase LTV.
  • Test and iterate programs at key inflection points, such as subscriber onboarding, retention, and winback.
  • Partner with the MarTech team on marketing technology requirements that can assist with churn prevention and subscription re-activation.
  • Utilize customer insights to develop content frameworks that address pain points and support the customer journey across our various personas; deliver the right message to the right people.
  • Analyze customer data and behavior to identify opportunities for segmentation and targeted marketing campaigns.
  • Collaborate with our Brand team to ensure our content always aligns with our brand initiatives and positioning while informing the organization about what is working across performance creative.
  • Collaborate with other teams (e.g. customer happiness, customer strategy) to align on customer engagement goals and ensure a seamless customer experience.
WHAT WE'RE LOOKING FOR
  • 6+ years of experience in lifecycle marketing, with a proven track record of reducing churn and driving customer retention.
  • Experience with DTC subscription/recurring revenue businesses strongly preferred.
  • 'Start up mentality' - happy to use experience to deliver excellence as an individual contributor first and foremost.
  • Prior work experience in the UK market preferred, including strong understanding of GDPR, PECR and other relevant legislation.
  • Demonstrated ability to lead the development of data-driven DTC lifecycle programs from ideation to execution
  • Experience in deploying sophisticated segmentation and trigger-based campaigns across multiple channels
  • Knowledge and experience with marketing automation and engagement tools (e.g. Klaviyo) and other tools (e.g., Tableau, GA, etc).
  • Strong understanding of customer segmentation and data analysis to inform marketing strategy.
  • Strong critical thinking skills. You can identify opportunities, anticipate challenges and gaps, and contingency plan accordingly.
  • Solution-oriented with proven ability to diagnose problems using strategic thinking skills as well as identify and drive appropriate solutions.
  • Strong attention to detail and a proven ability in managing time and tasks associated with fast-paced organization.
  • Ability to work independently and take ownership for outcomes while prioritizing and juggling multiple projects.
  • Strong adaptability, flexibility and resourcefulness.
  • A full life outside of work with personal passions and hobbies!
WHAT'S IN IT FOR YOU?
  • Competitive compensation and performance-based incentive plans.
  • A 100% remote working environment (excluding Laboratory positions), which has been implemented from day one.
  • A strong company culture that is enforced through the hiring process to ensure values alignment and a highly collaborative team.
  • A mission-driven approach to everything that we do, with an overall goal to significantly improve our customers' health and wellness.
  • A high-growth, dynamic environment with opportunities for your direct impact to be felt.
  • Paid holidays, company-wide mental health days, and unlimited PTO (based on your country of residence).
  • In-person team meetups for optimal collaboration, team building and accelerating productivity.
  • A work environment and culture that is based on high performance, productivity and continuous improvement.
  • The opportunity to work with passionate, high-growth, business-minded colleagues who bring their all to our mission each and every day.
  • Access to AG1 products and branded swag.
  • Monthly telecom stipend to offset some of the costs of home internet/wifi for eligible team members.
  • All other benefits and insurances as required by law, based on your specific country of residence.
AG1 is an Equal Opportunity Employer. We are committed to inspiring fulfilling lives, starting with a focus on health and we believe this starts in the workplace. We do this by providing employees with a safe and welcoming work environment free of discrimination and harassment. We strive to create a diverse & inclusive environment where all team members can thrive, feel a sense of belonging, and make a difference in the world together. We do not discriminate based on age, race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, veteran status, disability, or any other status protected by law. We are an equal opportunity employer.

Athletic Greens