Senior, Expert
Interim Head of Retention Marketing - 12 Month FTC
Description
Are you ready to rethink your routine? We’re looking for an Interim Head of Retention Marketing to join our Retention team as a 12 Month Maternity Cover. This role will report into our Digital Director, leading a team of 2, a Senior Lifecycle Manager and a Lifecycle Co-Ordinator.
In this key leadership role, you will oversee our global retention strategy, drive customer lifetime value, and lead cross-functional initiatives across lifecycle marketing, personalisation, and customer insights. We are looking for someone who is ready to jump in and be hands-on, in a high-growth scaling brand.
Welcome to Trinny London!
Here at Trinny London, we’re changing the face of makeup and demystifying skincare, and we're only just getting started. Founded in 2017 by Trinny Woodall, Trinny London is challenging people all over the world to rethink their routines.
We have achieved tremendous growth since 2017 and we’re proud to be one of Europe’s fastest-growing beauty brands. We’re generating millions of sales by developing innovative products, acquiring hundreds of thousands of supporters and customers all over the world, and more importantly, building a talented and motivated team to support our fantastic growth.
Our Values
We live by three core values: we bring fearless passion, we act with smart intent and we all wear yellow.
We always go the extra mile, working together to push boundaries and celebrate our wins and learnings as a team. We listen to every idea, big or small, and make considered decisions. We support each other to achieve our goals and thrive on collaboration.
The Role
Your day to day responsibilities will look like this:
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Own global retention performance KPIs and budgets, delivering data-led strategies to drive customer LTV, active customer volume, order frequency, and total returning revenue.
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Partner closely with Ecommerce, Marketing, Retail and Creative teams to optimise full-funnel customer journeys and experiences, bridge online and offline touchpoints, align strategic initiatives and deliver a cohesive customer experience.
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Evolve our lifecycle strategies, leveraging predictive signals, behavioral data, and advanced segmentation to boost repeat purchase and early-life retention.
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Lead business casing, go-to-market, and ongoing lifecycle mechanics for core customer propositions, including subscription offerings and loyalty/value-tier programmes.
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Lead and develop the Customer Insights capability, supporting the prioritisation and broader communication of analysis projects & ensuring they deliver actionable insights for stakeholders.
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Embed customer segmentation and the unmistakable Trinny London personality consistently across all customer communications and digital touchpoints.
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Oversee the integration, adoption, and deliverability of our new MarTech capabilities, maximising automation, campaign efficiency, and overall platform capability.
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Leverage 1st-party data and personalisation tools to scale 1-to-1 dynamic content, custom product recommendations, and operational AI efficiencies.
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Direct multi-channel execution across Email, SMS, Direct Mail, and emerging platforms while optimising database opt-in growth, regulatory compliance, and send health.
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Act as an expert coach to the Retention team, employing structured talent development frameworks to foster autonomy, build long-term capability, and champion our We All Wear Yellow values.
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