Retention Lead

Job not on LinkedIn

🔥 3 minutes ago

🌐 United States, United Kingdom, +1 more countries – Remote

🇺🇸 United States – Remote 🇬🇧 United Kingdom – Remote 🇭🇰 Hong Kong – Remote

⏰ Full Time

🟠 Senior

🔄 Customer Retention Specialist

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Prenetics

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2014

🏥 Healthcare

🍽️ Food & Beverage

📣 Marketing

Healthcare • Food & Beverage • Marketing

Prenetics is a Nasdaq-listed health sciences company that develops and delivers consumer-focused diagnostic and genetic testing services and related health technologies to bring healthcare closer to people globally. The company emphasizes innovation, data-driven solutions, and scalable digital and laboratory infrastructure to support population health, consumer testing, and workplace and travel testing programs. Prenetics also positions itself as a growth-oriented employer with global teams across technology, marketing, and clinical operations.

📋 Description

• Own IM8's global subscriber P&L, including LTV, NRR, churn, win-back, lifecycle, loyalty, and the post-purchase experience • Manage touchpoints from first purchase through the lifetime relationship, including subscription mechanics, email, SMS, push, in-app, replenishment, win-back, loyalty, referrals, community, and cross-sell • Improve NRR through onboarding, subscription mechanics, lifecycle, win-back, and product-basket optimization • Drive migration from monthly to quarterly and annual subscriptions through offer architecture, messaging, and customer experience • Reduce involuntary churn through dunning, payment retry logic, and card-update flows • Build cross-sell pathways across IM8 product subscriptions • Embed AI into retention operations, including churn prediction, LTV forecasting, personalized content generation, dynamic offers, journey orchestration, and cancellation sentiment analysis • Deploy Claude, GPT, ElevenLabs, and other generative tools for personalized email, SMS, and on-site content • Build agentic workflows for campaign QA, audience building, journey diagnostics, reporting, and cohort anomaly detection • Own email, SMS, push, and in-app lifecycle programs, including strategy, segmentation, content, calendars, deliverability, and performance • Build a global lifecycle program adapting to 43 markets • Run continuous testing across subject lines, send times, offers, journeys, and segmentation • Own onboarding, replenishment, pause/skip/swap mechanics, account self-service, customer success, and offboarding • Partner with product and operations on packaging, unboxing, and in-pack retention assets • Build loyalty and referral programs using IM8's athlete and Beckham partner ecosystem • Design subscriber-only content, events, and access programs • Build cohort analytics, attribution, and forecasting for LTV planning and acquisition bidding • Deliver weekly retention reporting, cohort diagnostics, and executive-ready insights • Partner with finance on LTR:CAC, payback, cohort modeling, strategic planning, and investor narrative • Run incrementality testing to distinguish causal impact from correlation • Collaborate with Performance Marketing on cohort feedback loops, offer architecture, and LTV signals • Partner with Product on SKU launches, bundling logic, and subscriber LTV optimization • Manage agency, ESP, and platform relationships

🎯 Requirements

• Personally owned a subscription business of at least $50M ARR or 250,000+ active subscribers, or a specific equivalent scale trajectory • Daily, fluent use of AI tools, LLMs, predictive models, and generative tools • Demonstrable track record of improving NRR, gross churn, or LTV • Deep expertise with Klaviyo, Attentive or equivalent, Recharge/Skio/Stay or equivalent, Shopify, and connected data infrastructure • Strong understanding of subscription mechanics, including dunning, pause/cancel logic, offer architecture, replenishment cadence, and win-back economics • Ability to manage a lifecycle creative team and produce high-volume, high-quality output • Commercial fluency in cohort analysis, LTV modeling, payback mathematics, and unit economics • Comfortable with ambiguity, fast decision-making, and building operational playbooks • Strong communication across creative reviews, cohort analysis, and executive reporting • Hong Kong preferred; open to US or UK base for the right candidate, with regular travel to Hong Kong • Must be eligible to work in the candidate's home market • Experience in health, wellness, supplements, beauty, or premium lifestyle DTC preferred • Experience scaling retention across multiple international markets preferred • Loyalty program design and execution at scale preferred • Community, content, or membership-led retention experience preferred • Shortlisted candidates must complete the role-specific Beat Claude Challenge

🏖️ Benefits

• Opportunity to grow with Prenetics • Creative problem-solving and collaborative work environment • Global, international work exposure • Regular travel to Hong Kong for candidates based in the US or UK • Role-specific development opportunity through the Beat Claude Challenge

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