<p>The Customer Retention Manager is responsible for developing and delivering strategies that reduce churn, increase customer lifetime value and strengthen loyalty. This role combines strategic thinking, data analysis and hands-on campaign management to keep customers engaged and satisfied.</p>
<h2>Customer Retention Manager Job Profile</h2>
<p>The Customer Retention Manager leads programmes to retain customers across channels, balancing proactive engagement with reactive recovery. They work closely with marketing, product and customer success teams to build loyalty initiatives and retention journeys.</p>
<p>Success in this role requires strong analytical skills, commercial awareness and excellent stakeholder management. The manager will define KPIs, monitor retention metrics and translate insight into practical interventions that drive measurable results.</p>
<h2>Customer Retention Manager Job Description</h2>
<p>The Customer Retention Manager designs, implements and optimises retention strategies across the customer lifecycle. They use customer segmentation, cohort analysis and predictive modelling to identify at-risk customers and personalise interventions. Familiarity with CRM platforms and analytics tools is essential to deliver timely, relevant communications that encourage repeat purchase and subscription renewal.</p>
<p>Day-to-day responsibilities include developing loyalty programmes, lifecycle campaigns and win-back flows, setting up A/B tests to refine messaging and offers, and partnering with product teams to improve user experience elements that affect retention. The manager will present regular reports to senior leaders and recommend prioritised actions based on data and commercial impact.</p>
<p>They will also oversee retention budgets, monitor campaign ROI and ensure alignment with wider brand and customer experience standards. Continuous improvement, experimentation and a customer-centric approach underpin the role, with an expectation to embed learning into scalable processes.</p>
<h2>Customer Retention Manager Duties and Responsibilities</h2>
<ul>
<li>Develop and execute end-to-end retention strategies and loyalty programmes.</li>
<li>Analyse churn drivers using cohort, behavioural and lifecycle analysis.</li>
<li>Design and manage targeted campaigns across email, app, SMS and social channels.</li>
<li>Create win-back and re-engagement flows for lapsed customers.</li>
<li>Set retention KPIs, track performance and produce management reports.</li>
<li>Run A/B tests and multivariate experiments to optimise messaging and offers.</li>
<li>Collaborate with product, marketing and customer success to close retention gaps.</li>
<li>Segment customers and build personalised journeys based on value and behaviour.</li>
<li>Manage retention budgets and forecast impact on customer lifetime value.</li>
<li>Implement and maintain CRM tagging, data hygiene and campaign automation.</li>
<li>Identify upsell and cross-sell opportunities to improve revenue per customer.</li>
<li>Champion customer feedback and NPS insights to inform retention tactics.</li>
</ul>
<h2>Customer Retention Manager Requirements and Qualifications</h2>
<ul>
<li>Bachelor's degree in business, marketing, statistics or related field; Master’s preferred.</li>
<li>Proven experience in a retention, loyalty or lifecycle marketing role, ideally in B2C or SaaS.</li>
<li>Strong analytical skills and experience with SQL, Excel and analytics platforms.</li>
<li>Practical knowledge of CRM and marketing automation tools such as Salesforce, HubSpot or similar.</li>
<li>Experience running A/B tests and familiarity with experimentation frameworks.</li>
<li>Excellent communication and stakeholder management skills.</li>
<li>Commercial mindset with a record of delivering measurable retention improvements.</li>
<li>Ability to translate data into clear, actionable recommendations.</li>
<li>Organised, self-motivated and able to prioritise in a fast-paced environment.</li>
<li>Understanding of GDPR and best practices in customer data handling.</li>
</ul>