Retention Specialist

Retention Specialist ABOUT TRIP TRIP’s mission is to create calm in the everyday chaos for our community, offering next-generation wellness products to power their lifestyle and nurture mental wellbeing. Co-founders, husband and wife team Olivia and Daniel discovered plant-based wellness after a transformative personal experience and decided to launch TRIP in 2019 to bring the most delicious, highest quality functional drinks and supplements to millions of people globally. Now the world’s #1 Calming Beverage Brand, TRIP’s award-winning drinks and wellness products are crafted with botanicals and adaptogens to help people relax, unwind and find balance. Since launch, TRIP has rapidly expanded from the UK to across Europe and North America, generating over $100 million in sales. TRIP products are now available in leading supermarkets, natural retailers and online. Our vision is to become the global leader in calming drinks and supplements. Synonymous with calm in the same way Red Bull is with energy. We move fast, think big and are committed to becoming the defining brand for a generation who drinks less but prioritises mental wellbeing more than ever. There has never been a better time to join our incredible team and be part of the movement! We’re looking for a Retention Specialist to join our growing Digital team and help drive long-term customer value across TRIP’s DTC channel. Reporting into the Retention Lead, you’ll play a key role in executing retention strategies across CRM, subscriptions, loyalty and lifecycle marketing - turning first-time buyers into lifelong fans. This is a hands-on role for someone who loves data, creativity and customer behaviour in equal measure. Key Responsibilities Support the development and execution of TRIP’s retention and CRM strategy across email, SMS and other owned channels Help build, manage and optimise lifecycle journeys (welcome, post-purchase, replenishment, win-back and loyalty) Own weekly campaign setup, QA and deployment within our CRM tool, Klaviyo Continuously test and optimise messaging, creative, timing and offers to improve engagement, repeat purchase and LTV Work closely with the Retention Lead to analyse performance, report on KPIs and surface actionable insights Collaborate with Brand, Creative, Customer Experience and Operations teams to ensure a consistent, customer-first experience Support subscription growth and churn reduction initiatives Stay on top of CRM, retention and DTC best practices, bringing fresh ideas to the table What We’re Looking For 1-3 years’ experience in retention, CRM or lifecycle marketing (DTC subscription or e-commerce experience a big plus) Hands-on experience with email and/or SMS platforms (Klaviyo experience preferred) Strong analytical skills and confidence working with data, dashboards and reporting A test-and-learn mindset with a genuine interest in customer behaviour Highly organised with great attention to detail Comfortable working in a fast-paced, scale-up environment Passion for wellbeing, consumer brands and building meaningful customer relationships We welcome applications from all qualified candidates. Please note that you’ll need to have the existing right to work in the UK, as we’re not able to provide visa sponsorship for this role. Nice to Have Experience with loyalty and/ or subscription programmes Experience working with US customers or international markets Basic HTML/CSS knowledge for email Experience working with CRO or personalisation tools THE PACKAGE Lovely, bright and spacious office 1 minute from Notting Hill Gate station, surrounded by TRIP pastel-coloured houses! Salary: DOE 4 days per week in the office with the option to work from home on a Friday Private Healthcare with Vitality including Virgin Gym 50% off Holiday: 24 days + birthday off! 1 Wellness Day Pension plan Potential to take part in the company share scheme TRIP product discount & Friends+Family codes Mindfulness support with Calm App membership Breakfast and snacks provided Sleep support with monthly Dream Drops CBD Oil allowance Working from Anywhere policy: 2 weeks per year in a maximum of 2 blocks Sabbatical: After 2 years of service, a 6-week sabbatical is available Dog Friendly office Regular team socials & events Department Digital Locations Notting Hill Office ✨ Remote status Hybrid Notting Hill Office ✨ Our Mission ✨ At TRIP we believe that mental health is intrinsic to good health That's why we create connections through positive conversations around mental health for our worldwide community We craft authentically functional products that deliver calm & look, taste and feel exceptional We ensure that we positively impact people and the planet, whilst achieving our mission