Careers↘ You’re applying for: Retention
Retention Manager
Drive profitable customer retention and lifecycle value for our ecommerce clients through strategic CRM programme management and execution.
Full-timePoole, GB · Remote
↘ About the role
Job Specification: Retention Manager Role: Retention Manager
through strategic CRM programme management and execution.
↘ About the company
About Public Nectar
Public Nectar is where performance meets purpose. We design performance marketing systems that connect and convert so that business leaders can lead business. The way we do it is simple: meticulously, prioritising profit, so that you can grow - always reaching, always evolving. We're a fast-growing performance marketing agency working with some of the UK's most exciting ecommerce and DTC brands. We sit at the intersection of paid media, creative strategy, and lifecycle marketing - helping brands acquire, convert, and retain customers at scale.
↘ Our values
At Public Nectar, our values define how we work, make decisions, and build lasting client relationships:
Winners Win: Winning is in our DNA
rain or shine, we get the job done and don't stop until it's done right.
Full Ownership: Accountability is our North Star. When we own our work and focus on solutions, we grow.
Integrity: Do what's right, not what's easy. A moral compass is non-negotiable.
Never Stand Still: Geared for growth, we're constantly evolving, always improving. We subscribe to the 1% philosophy
that 1% progress, every day, takes you to extraordinary heights.
High Energy: Passion fuels performance. Our differentiator is our enthusiasm, the energy we bring to the arena.
↘ Key responsibilities
01As Retention Manager at Public Nectar, you'll be one of the agency's specialists for everything lifecycle and CRM. You'll work across our ecommerce client base, primarily Klaviyo-powered DTC and subscription brands - owning strategy, execution, and performance reporting for email, SMS, and beyond. This isn't a siloed channel role; you'll collaborate closely with paid media strategists and creatives to ensure retention activity connects to the full customer journey.
Strategy & Client Leadership
02Own retention strategy across your client portfolio, developing tailored lifecycle roadmaps aligned to each brand's growth stage and commercial goals
03Lead client-facing retention conversations: presenting strategy, interpreting performance data, and making proactive recommendations Identify gaps and opportunities in client CRM programmes, pitching new initiatives before clients ask for them
04Contribute to new business pitches where retention is a core service pillar
CRM Execution & Programme Management
05Build and optimise automated lifecycle flows - welcome series, post-purchase, win-back, subscription renewal, loyalty, and more
06Plan, brief, and manage campaign calendars across email and SMS, coordinating with creative and copy resources
07Develop intelligent segmentation strategies based on purchase behaviour, engagement signals, product affinities, and lifecycle stage
08Manage Klaviyo (primary platform) across multiple client accounts, including flows, campaigns, lists, segments, and integrations
09Testing, Optimisation & Reporting:
10Design and run structured A/B and multivariate testing programmes across subject lines, send times, content, offers, and flows
11Own retention reporting across your client accounts - tracking LTV, repeat purchase rate, churn, revenue contribution, engagement, and deliverability
12Transform performance data into clear, commercial insights and present these confidently to clients and internal stakeholders
13Continuously audit performance and proactively raise opportunities without waiting to be asked
Cross-Channel Integration
14Work closely with paid media teams to align retention activity with acquisition strategy - ensuring messaging, offers, and timing are coherent across the customer journey
15Support clients expanding into SMS, direct mail, WhatsApp, and loyalty programmes - advising on platform selection, mechanics, and strategy
16Stay close to the evolving CRM landscape, bringing best-in-class ideas and tools to the team and clients
↘ What we’re looking for
→2+ years of hands-on CRM or lifecycle marketing experience, ideally within ecommerce, DTC, or subscription brands
→Expert-level Klaviyo knowledge - flows, campaigns, segmentation, deliverability, and integrations
→Solid understanding of Shopify and how it connects to CRM and retention mechanics
→Solid Understanding of FIgma - This is our main design tool, knowing your way around it is important
→Strong commercial instinct - you think in LTV, churn rates, and revenue contribution, not just open rates
→Confident communicator: you can translate technical CRM into clear strategic direction for clients
→Highly organised with ability to manage multiple client workstreams simultaneously
→Analytical by nature, creative in application - comfortable in spreadsheets and reviewing campaign briefs
↘ Nice to have
+Agency-side experience or experience managing CRM across multiple brands simultaneously
+Exposure to SMS platforms (Attentive, Postscript, SMSBump) and/or loyalty tools (Yotpo, LoyaltyLion, Smile.io)
+Experience with subscription platforms (Recharge, Skio, Stay.ai)
+Familiarity with broader marketing analytics - Meta Ads, Google Analytics, attribution tools
+Experience evaluating and recommending CRM stack upgrades
↘ What you get
What Success Looks Like...
90 Days
Audited retention strategy across key client accounts with prioritised roadmaps for each
Fully up to speed with all of our system and process at the agency
Established yourself as trusted voice in client conversations and fully embedded in the team
New flows or test programmes live and showing early performance indicators
6 Months
Clients pointing to your work as measurable contributor to their LTV growth and reduced churn
Clear point of view on where our retention offering should evolve next
Consistently delivering retention strategies that exceed client expectations
12 Months
Recognised as retention specialist within the agency, mentoring junior team members
Leading complex, multi-channel retention programmes for premium clients
Contributing to agency thought leadership and new business development
What We Offer
Competitive Package
Competitive salary commensurate with experience
Performance-based bonus opportunities
28 days paid holiday plus bank holidays
Your birthday off (because everyone deserves to celebrate)
Professional Growth
Access to £10,000 worth of training courses and professional development
Mentorship from highly experienced digital marketing experts
Clear career progression pathways within our growing agency
Regular exposure to diverse clients across multiple industries and niches
Work-Life Excellence
Fully remote working environment
Subsidised gym membership up to £50 per month
Bi-yearly social events
Culture & Environment
Work with a wonderfully diverse portfolio of clients
Collaborative, high-energy team environment
Opportunity to make a real impact on growing businesses
Agency culture built on integrity, growth, and winning together
Ready to Join Us?
If you're excited about driving real business growth through strategic retention management and want to be part of a team that values both performance and purpose, we want to hear from you.
Competitive salary commensurate with experience
↘ What to expect after you apply
01Initial conversation with our Talent Aquisition Manager
02Practical skills assessment to showcase your expertise
03Final interview with Lewis Lindsay, Founder of Public Nectar
↘ Submit your application
A few details and you’re done.
Applying forRetention Manager