Retention Manager

Our Client – One good Thing
We’re rethinking how people fuel. OGT created the world’s first wrapper-free, oat-based energy bar—no plastic, no fuss, just real ingredients with a natural edible coating. Our goal is simple: make performance nutrition cleaner, smarter, and better for the planet.

The Role

Are you obsessed with turning one-time customers into lifelong fans? Are you at your best when you’re moving quickly and in an environment where data drives decisions and creative ideas turn into action the same day?

OGT is looking for a hands-on, data-driven Retention Manager who owns every step of the customer lifecycle, from first purchase all the way through deep loyalty.

You will lead lifecycle communication (email, SMS, WhatsApp, direct mail), subscription experiences, win-back flows, and make sure that every touchpoint tells our story: natural, simple, high-performance, wrapper-free, real.

This is a role for someone who experiments quickly, adapts fast, and makes an impact without waiting for permission.

What You’ll Own

You’ll be the retention engine. Expect to:

• Define & drive lifecycle strategy: map the whole journey (onboarding → engagement → churn prevention → reactivation), build & optimise flows in multiple channels, test everything.
  
  
• Subscription magic: ensure people feel the value in every stage of their subscription; surprise & delight, reinforce habit, reduce friction.
  
  
• Campaigns with soul: blend performance with story, seasonal moments with utility, flavour releases with value. Use personalisation & segmentation to make customers feel seen.
  
  
• Community, loyalty & advocacy: you’ll help build the club. Exclusives, rewards, UGC, referrals, reviews. The whole works.
  
  
• Reactivation & conversion hacks: paused subs, lapsed users, new trials. You’ll find the levers to win them back.
  
  
• Measure everything: define KPIs (churn, LTV, repeat purchase rate, order frequency), own the reporting, dig into cohorts, pull insights that guide action.
  
  
• Go offline & physical: pop-ups, activations, retail & product experiences that anchor emotional loyalty beyond the screen.

What Success Looks Like

·         More trials becoming subscribers – smoother journeys, stronger conversion, less drop-off.

·         Customers sticking around longer – higher repeat order rates, reduced churn, healthier LTV.

·         A subscription community that feels alive – members engaged, loyal, and talking about OGT.

·         Referrals and advocacy on the rise – more people joining because our customers can’t stop sharing.

·         Retention metrics on the dashboard every week – clear, reliable reporting that drives decisions.

·         A constant drumbeat of wins – a testing roadmap that delivers measurable improvements month after month.

·         Offline moments that matter – events, activations, and brand experiences that deepen loyalty beyond the screen.

Who You Are

You might be perfect if you have:

• 3+ years in retention, CRM, or lifecycle marketing, ideally in subscription or e-commerce.
• A proven track record of building lifecycle and retention strategies that grow LTV and cut churn.
• Hands-on experience running multi-channel comms (email, SMS, WhatsApp, direct mail).
• Creative thinking that goes beyond digital. You’ve used events, activations, or product experiences to drive loyalty.
• Advanced segmentation and testing skills, with the ability to personalise at scale.
• A commercial mindset. You know how retention ties into the bigger P&L picture.
• Comfort working deep in the data, building reports, analysing cohorts, turning insight into action.
• Strong copy instincts and a sharp eye for detail.
• A clear, confident communicator who collaborates seamlessly across acquisition, CX, brand, and product.
• High energy and thrive in fast-moving, high-growth environments.

Bonus If You’ve

• Used tools like Klaviyo, Skio (or similar) for subscriptions and retention.
• Deep understanding of subscription pricing models, LTV vs CPA dynamics.
• Know WhatsApp & SMS marketing best practices.
• Have launched physical activations, community events, creative offline loyalty drivers.