Head of Retention (Customer)

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Join the Movement at Healf!

Healf is on a mission to redefine health and wellness, powered by an unstoppable team, an inspiring culture, and the world's best products for healthy living. With rapid expansion underway, we're looking for trailblazers who share our drive to make a meaningful impact.

About Us

Healf is a natural wellbeing retailer committed to four pillars of health that we believe are essential to a balanced, vibrant life: Eat, Move, Mind, Sleep. With recent investment from top-tier backers, we're accelerating our growth to become the go-to global destination for everyday wellness.

About the Role

This is a pivotal role at Healf, responsible for creating, refining, and executing our retention strategy. You'll be in charge of everything customer-focused, from CRM and subscription management to our app and overall customer experience, all aimed at optimising Customer Lifetime Value (CLTV). Initially, you'll wear many hats, but as we grow, so will your influence and your team, leading this area as a key player in our multi-million-pound e-commerce journey.

To apply, please send your CV and cover letter to charlotte@healf.com.

Location: West London (office-based role with travel to the office required).

Ideal Candidate

We're looking for someone who's as passionate as we are about pushing boundaries and setting high standards. Our ideal candidate is:

• An Analytical Powerhouse: Skilled at transforming data into actionable insights.
• A Natural Leader: Capable of inspiring and bringing out the best in those around them.
• Customer-Centric & Creative: Empathizes with customers and innovates to keep them engaged.
• Ambitious & Driven: Ready to go the extra mile to deliver impactful results.
• Accountable & Autonomous: Thrives on responsibility, using initiative to push our retention strategies forward.
• Curious & Growth-Oriented: Always eager to learn and improve, welcoming feedback for continuous growth.

Key Responsibilities

1) CRM Analytics and Strategy

• Own the CRM channel to drive revenue and identify growth opportunities.
• Manage the CRM content calendar with the marketing team, launching weekly campaigns to educate, convert, and build loyalty.
• Track key metrics to refine campaign strategies and boost engagement.

2) App Development & Strategy

• Oversee the development of a world-class app, partnering with developers and designers to create a seamless experience.
• Implement push notification strategies to drive traffic and conversions via the app.

3) Subscription Growth

• Design strategies to enhance revenue from high-LTV subscription customers.
• Launch initiatives to reduce churn and foster loyalty among subscribers.

4) Customer Experience Enhancement

• Identify and act on opportunities to elevate customer satisfaction and LTV.
• Drive a unified, omni-channel experience that prioritizes our customers at every touchpoint.

Our Culture

At Healf, we're driven by a few core qualities: we're problem-solvers, adaptable, customer-focused, and results-oriented. We thrive in a fast-paced, ever-changing environment where everyone has an impact on our powerful mission. Working at Healf means rolling up your sleeves, finding solutions, and contributing to building the world's leading health and wellness platform. If you're someone who sets high standards, never settles, and is ready to dive into an opportunity to make real change, we'd love to meet you!

Requirements

This role requires a results-driven, analytical leader who thrives in a fast-paced environment and has a passion for problem-solving. Our ideal candidate has:

• Experience in Retail or E-Commerce: Knowledge of these sectors is highly encouraged.
• Exceptional Analytical Skills: Able to interpret data and translate it into actionable insights.
• Passion for Health & Wellness: Enthusiastic about the industry and aligns with Healf's mission.
• Outstanding Communication Skills: Both internally with team members and externally.
• Excellent Organizational Skills: Able to handle a high-intensity workload with efficiency and accuracy.
• Attention to Detail: Committed to high standards and precision in work.

Benefits

• Be part of a high-performance, mission-driven team set on transforming the wellbeing space.
• Access to premium health and wellbeing products and a 50% staff discount on the Healf site
• Premium GymPass membership, giving you access to thousands of fitness studios and gyms.
• Monthly team activities to connect, recharge, and stay at our best-together.