Customer Experience Lead (Retention)

SheMed is seeking a dynamic and goal-oriented Retention Lead to coordinate, execute, and measure initiatives that deepen customer engagement, build community, and solidify SheMed as an indispensable part of women’s health journeys. You will collaborate across Marketing, Product, Clinical, and Support teams to accelerate retention efforts, add value to every touchpoint, and drive loyalty.This is an office based role, located in Euston London. We operate Monday to Friday, 9am to 6pm.WHAT YOU WILL WORK ON:Coordinate and drive retention initiatives:

Maintaining visibility across all retention-focused efforts across various areas such as understanding the impact of initiatives on retention. To be the connection between teams to ensure tactics are aligned, not duplicated and executed with clarity and accountability.Own customer retention:

Partner with the data team to define success metrics for each retention initiative. Monitor and improve monthly, quarterly, and annual retention KPIs.Track and analyse:

Build retention dashboards and reports that clearly show what’s working and what’s not. Track and report on key retention metrics to include churn rate, LTV forecasting and cohort analysis.Translate leadership goals into clear retention priorities:

Work with leadership to absorb ideas and translate into executive plans with clear owners and outcomes. Making insights from Product, CX and marketing into actionable learnings.Create a shared roadmap for retention tests and strategies:

Develop and coordinate design and execute new initiatives such as:

Support creation of segmented, personalised email, SMS, and in-app journeys that support customer education, milestones, and health goals with marketing.Explore and deliver on concepts aligned to community perks, celebrations, and other initiatives that emotionally connect women to SheMed.Partner with Product and Clinical teams to introduce new features such as habit-forming features, health tracking, and member-exclusive content.

Build feedback loops:

Launch in-product surveys, calls, and forums to understand why people stay, and why they don’t.WHAT WE’RE LOOKING FOR:Have 3-6 years of experience in a retention, growth, lifecycle, or customer engagement role, ideally in a healthtech, DTC, or subscription-based startup.Strong organisational skills and ability to keep multiple teams aligned and focused on goals.Data-driven mindset with a proven track record of hitting retention targets.Have a strong grasp of lifecycle marketing tools (Braze, Salesforce)Are energised by fast-paced, high-growth environments where things are always changing.Excellent collaboration and communication skills with experience working cross-functionally.Creative problem-solver with a passion for building community and driving customer loyalty.WHAT WE OFFER:A mission-driven team focused on closing the women’s health gapAn environment with modern tooling, minimal tech debt, and fast feedback loops25 days holidayBreakfast and all day snacksMonthly socials + dress-up daysHealth care Cash Plan including physio, digital clinical appointments and wellbeing for you, your partner and childrenLife insurance cover of 4x salaryPension contribution matched up to 5%Cycle to work schemePlease note that offers of employment are subject to receipt of satisfactory references and a enhanced DBS check.

WORKING AT SHEMEDWhether you work in one of our amazing offices, clinics or part of our remote clinician workforce, SheMed is highly collaborative and fun! You’ll have a chance to work in a fast-paced environment with experienced industry leaders. We have a learning environment where you can make an impact.WHO WE AREAt SheMed our people aren’t just part of a team, they’re part of something bigger. We’re a vibrant community of creative thinkers and doers, forging the way for a new generation of healthcare. We’re only as good as our people. So, finding the best people is everything to us. We serve millions, but we choose our people one at a time…DIVERSITYWe believe that difference inspires a better, healthier world. That’s why it’s at the heart of everything we do. From our people to our products, difference enriches every part of our business and creates a culture based on equality of opportunity, and in which all employees can progress their careers. We’re committed to creating an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, colour, religion, sex, pregnancy status, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, and any other characteristic protected by applicable law.Create a Job AlertInterested in building your career at SheMed? Get future opportunities sent straight to your email.Apply for this job

indicates a required fieldFirst Name *Last Name *Preferred First NameEmail *PhoneResume/CVEnter manuallyAccepted file types: pdf, doc, docx, txt, rtfEnter manuallyAccepted file types: pdf, doc, docx, txt, rtfHow did you hear about this job?Are you legally authorized to work in the country in which the position is located? * Select...Will you now or in the future require sponsorship (e.g. visa, work permit) from an employer in the country in which the position is located? * Select...Do you need any assistance or accommodations throughout the interview process due to a disability? Select...Are you able to commit 5 days in the office - we are based in Euston, London? *What are your salary expectations? *Rehabilitation of Offenders Act 1974 - The Rehabilitation of Offenders Act helps rehabilitated ex-offenders back into work by allowing them not to declare criminal convictions after the rehabilitation period set by the Court has elapsed and the convictions become ""spent"". During the rehabilitation period, convictions are referred to as ""unspent"" convictions and must be declared to employers. Before you can be considered for appointment we need to be satisfied about your character and suitability eMed aims to promote equality of opportunity and is committed to treating all applicants for positions fairly and on merit regardless of race, gender, marital status, religion, disability, sexual orientation and age. We undertake not to discriminate unfairly against applicants on the basis of a criminal conviction or other information declared. If you are applying for a post involving access to persons in receipt of health services, your offer of employment may be subject to a satisfactory disclosure from the Disclosure and Barring Service. Failure to reveal information relating to any convictions could lead to withdrawal of an offer of employment. Have you any unspent criminal convictions or bindovers, or any cautions, warnings or reprimands? * ..... full job details .....