Senior Retention Manager (Hybrid) London

tonies UK Limited

19h•Hybrid

About The Position

At Tonies, we’re on a mission to bring the magic of audio to children everywhere. We are looking for an exceptional Retention Manager, your aim is to maximise £ value from existing customers. Working closely with the Global Lifecycle Team, you will act as the UK local expert on retention, ensuring global initiatives are effectively executed and local opportunities are identified and delivered within the global frameworks. This is a highly cross-functional role, requiring close collaboration with Marketing, Portfolio, Sales Channels and Operations to turn insight into action.

Requirements

Demonstrable experience in retention, lifecycle, or growth (recurring revenue streams, e.g. subscription/ DTC preferred)
Strong commercial mindset, with the ability to ideate opportunities and to think strategically
Highly data-driven, able to translate complex data into simple, actionable insights with a commercial focus; experience working with BI/analytics teams
Strong understanding of customer, financial and other key business metrics
Ability to structure problems, prioritise opportunities, and drive execution of initiatives in a fast-paced, cross-functional environment across multiple teams
Strong stakeholder management skills including ability influence and align across functions
Self-starter with a growth mindset, comfortable with ambiguity and ownership

Responsibilities

Be the key link between the Global Lifecycle Team and local teams, ensuring strong alignment and execution of lifecycle initiatives
Use global data and insights to build expertise in the market’s retention performance, identifying trends and escalating key developments
Bring local insights, learnings, and opportunities into global discussions, contributing ideas to improve retention and the overall customer experience
Execute and localise global retention initiatives, working with cross-functional stakeholders to deliver measurable outcomes
Ideate key opportunities along local levers like pricing, promotional mechanics, range optimisations, POS experience and drive change by working with relevant market teams.
Run structured test-and-learn initiatives within the global testing framework, ensuring consistency and measurable impact
Support delivery of key retention KPIs (e.g. listening time, repeat purchase, churn, customer profitability), ensuring clear financial impact and robust tracking in partnership with Finance
Act as the voice of the customer in the market, ensuring visibility, alignment, and continuous improvement of the end-to-end customer experience
Manage 1 direct report, UK CRM Manager