Head of Retention Marketing

Are you ready to rethink your routine? We’re looking for a 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: 

• Own global retention performance KPIs and budgets, delivering data-led strategies to drive customer LTV, active customer volume, order frequency, and total returning revenue.
• 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.
• Evolve our lifecycle strategies, leveraging predictive signals, behavioral data, and advanced segmentation to boost repeat purchase and early-life retention.
• Lead business casing, go-to-market, and ongoing lifecycle mechanics for core customer propositions, including subscription offerings and loyalty/value-tier programmes.
• Lead and develop the Customer Insights capability, supporting the prioritisation and broader communication of analysis projects & ensuring they deliver actionable insights for stakeholders. 
• Embed customer segmentation and the unmistakable Trinny London personality consistently across all customer communications and digital touchpoints.
• Oversee the integration, adoption, and deliverability of our new MarTech capabilities, maximising automation, campaign efficiency, and overall platform capability.
• Leverage 1st-party data and personalisation tools to scale 1-to-1 dynamic content, custom product recommendations, and operational AI efficiencies.
• Direct multi-channel execution across Email, SMS, Direct Mail, and emerging platforms while optimising database opt-in growth, regulatory compliance, and send health.
• 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.

Requirements

• A curious, data-obsessed mindset with a natural flair for analysis and experimentation. Proven track record of leveraging customer insights, predictive signals, and testing frameworks.
• Extensive industry knowledge of modern MarTech ecosystems (ESPs, personalisation tools like Dynamic Yield, e-Commerce platforms) with a proven ability to oversee integrations.
• Instinctively seeks out operational efficiencies and smarter ways of working—simplifying complex workflows to boost team velocity and campaign performance 
• Methodical and solutions-oriented, with the poise to thrive in a fast-paced, founder-led environment. 
• An adept, persuasive communicator who distills complex insights into clear, succinct, and actionable updates for senior leadership. 
• A passionate leader with a proven ability to coach and mentor high-performing teams. 
• A collaborative, empathetic team player who assumes positive intent, thrives on cross-functional partnership.

We love to hear from anybody interested in Trinny London! Although it’s useful to have the skills listed above, we’re always eager to hear from ambitious people looking for their next challenge.

Benefits

Our mission is to give our customers the tools they need to be their best. And the same goes for our team through our benefits:

• Hybrid and flexible working, with core working hours
• 25 days holiday (we're also partial to a handful of spontaneous and well-earned Wellbeing Days throughout the year, as well as Early Finish Fridays and Summer Fridays)
• Welcome to Trinny London Starter Stack and swag
• Your Beauty Wallet: You'll receive a £500 annual product allowance to explore and enjoy our full range of Trinny London products
• Company discount for yourself, your friends, and family
• Vitality health scheme, EAP and Medicash (including dental, optical & audiological care)
• An annual personal training and development budget
• Enhanced family friendly packages to support birthing & non-birthing parents
• Pension scheme
• Workplace nursery scheme
• Cycle to work scheme
• T-Parties = many office socials as well as summer and festive celebrations!
• Rewards and Recognition Scheme (awarding length of service with gifts, vouchers and additional annual leave)

Equal Opportunities

We celebrate diversity in our customers, our products, and the teams we build. We champion inclusivity and want everyone to be the best versions of themselves.

We’re committed to equal opportunities and welcome people from all backgrounds, with their unique perspectives, ideas and experiences.