Retention & Loyalty Manager

Retention & Loyalty Manager (Full-time)

We’re looking for an experienced, strategic, and customer-centric Retention & Loyalty Manager to join our Growth Marketing team. In this role, you’ll be responsible for defining, driving, and scaling our retention and loyalty strategy across the full customer lifecycle; from activation and engagement to retention, loyalty, and reactivation.

You combine a strong strategic mindset with hands-on execution and act as the key retention and lifecycle stakeholder within the organization. You ensure alignment between business goals, customer needs, and lifecycle execution, while delivering measurable impact on engagement, retention, and customer lifetime value.

You will own our lifecycle and loyalty roadmap across email and emerging customer channels (SMS, in-app, DM), lead cross-functional collaboration, and coach the retention team to deliver high-quality, data-driven programs at scale.

Your role as Retention & Loyalty Manager

• Own and evolve the retention and loyalty strategy and roadmap, aligned with company growth objectives and lifecycle priorities.

• Translate strategic retention goals into scalable lifecycle programs, automated journeys, loyalty mechanics, and always-on communications.

• Act as the primary retention & lifecycle stakeholder, working closely with Growth, Product, Data, Creative, Brand Partnerships, and Customer Service.

• Lead, manage, and coach the retention team (including the Junior CRM Marketeer), setting clear priorities and ensuring high-quality execution.

• Oversee performance across all lifecycle and retention channels, continuously optimizing engagement, retention, and reactivation.

• Own retention and loyalty performance reporting across subscription & shop KPIs (retention, churn, ARPU, CLV), and proactively drive improvements.

• Drive experimentation, testing frameworks, and learnings to continuously improve customer loyalty and lifetime value.

• Ensure lifecycle processes, tooling, and ways of working are efficient, scalable, and future-proof.

This is what we would like to see in your profile

• 5+ years of experience in retention, lifecycle, CRM, or loyalty marketing, preferably within a DTC subscription or e-commerce environment.

• Proven experience owning retention and lifecycle strategy end-to-end.

• Strong background in marketing automation, customer journey design, and loyalty mechanics.

• Hands-on experience with ESP/CDP tools such as Klaviyo, Customer.io, or similar platforms.

• Demonstrated ability to manage and influence multiple senior stakeholders across teams.

• Strong analytical skills with the ability to translate data into actionable retention insights (Excel / Google Sheets).

• Experience with web analytics (Google Analytics) and BI tools (Tableau or similar).

• Comfortable balancing strategic thinking with operational leadership.

• Strong leadership, communication, and project management skills.

What we’ll offer

• Competitive salary aligned with market standards and seniority.

• Full-time contract.

• A flexible Alleo budget which you can use for e.g. Felyx, Treatwell, Uber Eats, ClassPass or Peakz Padel.

• Delicious healthy lunch at the office.

• 25 paid days off + an extra day off on your birthday.

• Pension plan, bike plan via Swapfiets and a MacBook (or other laptop of choice).

• €750 annual budget for personal development and training.

• Hybrid work-from-home policy.

• Of course, you’ll get a monthly perfume of your choice; smells nice, right?

Interested?

Awesome! We’d love to receive your resume or LinkedIn profile. Curious about working at Parfumado? Check out our website to get an impression of our company.