Senior Customer Value & Retention Lead - Up to £70k

Grind is a coffee company that lives in London. Since opening Shoreditch Grind in 2011, we've expanded across London with cafés, coffee trucks and a state-of-the-art coffee roastery. Today, we serve millions of cups of coffee across London and the UK each year, and we’ve helped hundreds of thousands of people make better, more sustainable coffee at home. You’ll find our coffee beans, compostable coffee pods and ready-to-drink coffee cans - in supermarkets across the UK and in hotels around the world. Based in Shoreditch, we have a team of talented people working on everything from product development to finance, to customer experience. We’re looking for someone to join our growing team and help us in building the future of Grind. We think coffee can be a force for good. Whether it's through creating the UK's first compostable coffee pods, our plastic-free packaging or carbon-free shipping - we're on a mission to be the world's most sustainable coffee company. In 2023, we created our charity, the Better Coffee Foundation, to undo the damage done by the global coffee industry - in our first year, we recovered 43 million pods' worth of ocean-bound plastic. Grind is looking for a data-driven Senior Customer Value & Retention Lead to own the data and strategy behind DTC customer lifetime value and retention. You'll dig into the numbers, identify where we're leaking value across the customer lifecycle, and turn that into concrete, prioritised plans. This is a hands-on strategic role, not a hands-on execution one. You'll set the direction and the roadmap, then work closely with our CRM, Ecommerce and Growth leads to get it delivered, briefing them in, project managing initiatives, and keeping everyone aligned on priorities. You'll also collaborate widely across Product, Customer Experience, Operations, Data and Brand, since retention touches almost every part of the business. Good working relationships and clear communication across these teams matter as much as the analysis itself. This role is ideal for someone who thrives in a fast-paced, high-growth environment and is passionate about using data, experimentation and customer insight to drive meaningful commercial impact. • Own the data and analysis behind customer LTV, retention and churn, building models, cohort analysis and a data-driven roadmap of where to focus. • Turn analysis into concrete, prioritised plans, and project manage execution across the CRM, Ecommerce and Growth teams. • Build and maintain dashboards, forecasting models and reporting that the wider DTC team relies on to make decisions. • Identify opportunities within the loyalty programme, cancellation journeys and reactivation flows, briefing in CRM and Ecommerce to execute against them. • Lead customer research, surveys and experimentation programmes, including A/B testing, interpreting results and setting the agenda for what gets tested next. • Monitor and report on key customer metrics including retention, churn, reorder behaviour, customer satisfaction and loyalty programme performance. • Partner closely with Customer Service, Operations, Ecommerce, CRM and Product teams to identify friction points and improve the end to end customer experience. • Drive continuous improvement across retention channels, customer cohorts and customer experience programmes through ongoing analysis and optimisation. You'll have. • Strong data and analytical skills. You're comfortable working directly with data to build LTV and churn models and cohort analysis, not just interpreting dashboards someone else built. • Proven experience turning retention and LTV data into commercial plans, ideally within a DTC or subscription business. • Experience project managing cross-functional initiatives. You'll be directing work across CRM, Ecommerce and Acquisition teams, not executing it yourself. • A strong commercial mindset, using data to identify opportunities and prioritise high-impact initiatives. • A test and learn mindset, with curiosity to explore new ideas and technologies, including AI. • Strong communication skills, able to translate data into clear insights and actions for teams who don't live in the data day to day. • Excellent organisation and adaptability in a fast-paced environment. Bonus if you have... • A background in data or analytics rather than pure CRM or lifecycle marketing execution. • Experience in a subscription-based business. • Experience building or evolving loyalty programmes. • Experience developing churn or LTV models. Grind is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, colour, national origin, religion, gender, gender identity or expression, sexual orientation, marital status, age, veteran status, or disability status. If there are any adjustments you need to help you bring your best self to an interview with us please let us know. Benefits and perks • Extra Holiday: Gain an extra day of holiday for each year you spend with us, capped at 3 additional days. • SpectrumLife: Access our confidential Employee Assistance Program (EAP) for personal and professional support. • Referral Bonus: Earn a bonus for bringing great talent to our team (£250 for employees, £450 for managers). • Financial support: access to interest-free, short-term loans when you need them most • Discounts online: Up to 40% off our retail line online. • Crew Card: Enjoy 50% off all food and drinks, plus two free coffees a day at Grind locations. • Team Events: Participate in regular team events and enjoy a stocked office with healthy breakfast and snacks. • Family & Friend Discounts: Special discounts for family and friends. • Enhanced Maternity and Paternity: Enjoy enhanced maternity and paternity benefits once eligible. Salary. £60,000 - £70,000depending on experience.