Retention Marketing Manager

Digital Marketing Agency

Manchester

Permanent, Full time

About the role

We’re looking for an enthusiastic and analytical Retention Manager to play a key role within a high-performing Retention & Loyalty team. This role focuses on identifying, targeting and influencing customer behaviour to improve retention, loyalty and profitability across the customer lifecycle.

Reporting into senior leadership, you’ll collaborate closely with teams across the business to deliver impactful retention strategies and optimise the end-to-end customer journey.

What you’ll be doing

• Lead marketing strategies that support retention and lifecycle marketing programmes
• Plan and execute loyalty strategies to strengthen brand engagement and customer retention, including cross-sell initiatives
• Own and manage the customer rewards programme
• Lead special projects aimed at improving the profitability of the active customer base
• Partner with internal stakeholders to develop short- and long-term retention strategies
• Work with Retention Marketing Specialists to improve KPIs across key customer segments
• Oversee campaign budgets and ensure activity remains on track and within spend
• Communicate campaign performance, insights and recommendations to stakeholders
• Define and deliver personalised customer experiences across on-site and off-site channels
• Identify improvement opportunities through needs analysis, audits and stakeholder feedback
• Manage internal resources to ensure delivery against scope, timelines and budget
• Produce high-quality proposals, reports and process documentation
• Coordinate project activity, prioritising tasks and supporting team delivery
• Ensure campaign plans, creative briefs and calendars align with business objectives and ROI targets
• Deliver post-campaign analysis and reporting, using business intelligence tools to drive continuous learning

What we’re looking for

• 3–5 years’ experience in digital marketing, with a strong track record in retention or lifecycle programmes
• Deep understanding of customer journey optimisation and testing strategies across multiple channels
• Experience managing loyalty or rewards programmes
• Strong background in data-driven marketing, including A/B and multivariate testing
• Hands-on experience with digital marketing and analytics tools
• Ability to interpret, analyse and clearly present data to stakeholders
• Advanced Excel skills; strong knowledge of Microsoft Office
• Proven ability to manage multiple projects in a complex environment
• Experience leading, coaching or mobilising teams
• Excellent communication, negotiation and stakeholder-management skills
• Willingness to travel (approximately 20–30%)