Head Of Retention Marketing

Head Of Retention Marketing

Laundryheap is a global on-demand laundry and dry cleaning service operating across 14 markets, including the UK, the US, and the Middle East. We are a fast-growing, tech-led scale-up offering on-demand laundry & dry cleaning services via web and app to consumers in the cities we service. About the role We're looking for a strategic, data-driven Head of Retention Marketing to lead our global customer retention efforts. You will be responsible for improving customer engagement, increasing lifetime value and driving frequency through lifecycle marketing, loyalty programmes, as well as behaviour-led or predictive-led communications across channels including email, push, SMS, in-app and WhatsApp. Reporting into the CMO, you will lead a small but growing team, starting with our Customer Lifecycle Manager, and work cross-functionally with brand and performance marketing, product and customer success.

Key Responsibilities

• Evolve & own CRM strategy to drive customer retention, engagement and lifetime value
• Test and scale new messaging and channels for customer lifecycle management
• Lead on the design and work with Product on the delivery of a global loyalty programme, with clear business goals and test-and-learn roadmap
• Manage and mentor the Customer Lifecycle Manager, setting clear KPIs and fostering a culture of experimentation
• Build and optimise customer lifecycle journeys
• Develop audience segmentation strategies based on behavioural, demographic and transactional data
• Define and track CRM performance metrics, regularly reporting impact and insights to the wider business
• Partner with product and data teams to ensure robust CRM data infrastructure
• Collaborate with content and brand teams to ensure campaigns are engaging, on-brand and customer-centric
• Champion CRM and retention to the business, making a case where needed for investment and focus in this area
• Work with the wider marketing team and analytics to build data sharing loops across CRM and acquisition channels
• Stay ahead of trends in retention marketing, personalisation, and customer data usage
• Ensure compliance with data protection laws and privacy best practices in all Laundryheap's markets
• Lead on localisation of campaigns for different languages

Required Skills & Experience

• 8–12 years experience in CRM and retention marketing roles, ideally in high-growth, consumer businesses
• Strong understanding of customer lifecycle marketing, loyalty programmes, and behavioural or predictive targeting
• Hands-on experience with enterprise CRM platforms such as Braze, Iterable or similar
• Proven track record of improving retention metrics and driving customer loyalty
• Skilled in turning data into actionable insights, with strong grasp of lifecycle KPIs & cohort analysis
• Experience managing and developing marketing talent
• Ability to work cross-functionally and communicate clearly with technical and non-technical stakeholders
• Comfortable working in a fast-paced, test-and-learn environment
• Global or multi-market experience is a plus

Work Schedule:

• Mon- Fri: 5-day workweek.
• UK shift: 9-hour (8 working hours + 1-hour break)
• Office-based role in Bengaluru