Interim Head of Retention 3 month contract
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Job Summary
Were customer obsessed. We put the customer at the heart of everything we do - and were looking for people who feel the same way.
About Bike Club
Bike Club is the easiest way to keep kids on the right sized bike. Through our subscription model we remove the hassle of buying outgrowing and reselling childrens bikes so families always have the right bike right when they need it. We are a purpose-led fast-growing business built on ease care progress and joy - with a relentless focus on customer growth retention and building a more circular approach to childrens cycling.
The Role
We need a senior hands-on retention lead for three months to start building Bike Clubs retention capability across the UK and Germany while we hire a permanent Head of Retention. You will work directly in Salesforce and Klaviyo starting from a limited existing base. We are also open to fractional candidates who meet all criteria.
What youll do
Review our current lifecycle journeys (onboarding engagement exchange cancellation and win-back) and fix the highest-impact gaps.
Design and implement customer journeys segmentation triggers and offers in Salesforce and Klaviyo.
Deliver quick wins on early-life churn voluntary cancellations and failed payments.
Use cohort analysis to understand churn by tenure bike brand acquisition source and market.
Set up reliable lifecycle churn exchange and cohort reporting.
Plan member-get-member referral and win-back activity balancing customer value growth and margin.
Partner with Content Acquisition Product Customer Support Operations and Finance.
What success looks like at three months
A clear prioritised retention strategy and roadmap.
Early improvements in onboarding and avoidable churn.
Reliable reporting on churn and cohorts.
A documented handover for the permanent hire.
About you
Senior experience leading retention lifecycle CRM or loyalty in a consumer or subscription business.
Hands-on experience in Salesforce Klaviyo or comparable platforms.
Strong data literacy and a test-and-learn mindset.
Strong commercial acumen and stakeholder management.
German market experience is a plus.
Available immediately.
About Company
Bike Club IntroductionAt Bike Club we offer subscriptions for childrens bikes that grow with your kids. Families pay a monthly fee and when their children outgrow their bikes we exchange them for a larger size. We refurbish the used bikes and make them available to other families. Its ... View more
