Retention Manager

Permanent employee, Full-time · London

Job Description

Retention Manager

Who we are

Numan is changing the way men look after their health and wellness. It’s a decades-old problem: men aren’t seeking the healthcare that they need. Our survey showed that modern-day society is yet to conquer this worrying trend. It revealed that 4 out of 10 men haven’t visited a doctor in over a year, and 1 out of 10 can’t even remember the last time they saw a doctor. 

We’re building a platform that gives men direct access to medical professionals, pharmaceutical products and the knowledge to make informed choices about their health. Our mission is to help men across the world live healthier, happier lives with Numan as their trusted, long-term partner for all things relating to their wellbeing.

Our aspirations are big - we recently raised Series B working with industry-renowned, top-tier investors including White Star Capital, Novator, Anthemis and Vostok New Ventures, accelerated our growth in 2021, with ambitious plans for further growth in 2022. We are looking to expand our world class team to ensure we achieve our mission, and we are looking for the right people to work with the team to empower us to make this vision a reality.

The team 

Customer retention is a critical focus for our growing business. You will work closely with the Customer Care, Growth, Data and Product teams to ensure we understand and act upon the needs of customers both in the moment and in how we design and update our propositions.

Working for the Director of Customer Experience, you’ll lead the performance and growth of this function to achieve our retention and LTV goals, always with the best experience at the heart.  You will identify, plan and execute proactive retention campaigns, assembling offers and utilising best fit channels.  Channels include our newly formed retention team, which focuses on continued care and plays a vital role in providing our patients with exceptional service, which you will lead directly.

Your mission at Numan

Your responsibilities will include:

  • Working closely with the Growth and Data teams to identify and prioritise opportunities for proactive customer retention 

  • Design, plan and lead execution of these campaigns

  • Analyse and define the opportunities for inbound retention, and how to operationalise this

  • Develop analytics along with the data team to enable us to better understand retention performance and the impact of campaigns/interventions/offers

  • Foster a test and learn culture, driving insight and hypothesis-driven tests to impact overall company metrics

  • Provide leadership for our team of retention agents, and business case opportunities to grow the team where they exist

  • Setting performance frameworks, and KPIs for the Retention team

  • Setting up robust and scalable processes that can facilitate continued growth

 What experience you bring

  • You have worked for start up or a business wishing to scale retention operations, and are excited by the “green field” scope of the challenge

  • You have a commercial mindset and are comfortable working to targets

  • You have a test and learn approach for a fail fast culture

  • Retention campaigning/operations management

  • Experience growing a team to deliver to targets in a customer centric way 

  • You have strong analytical skills and experience making data-driven decisions (BI tools, A/B testing advantageous)

  • You have experience of building processes that start small but can work at scale 

  • You are capable of handling escalated queries of a sensitive nature in a confidential and safe setting

Nice to have:

  • Experience in a regulated environment or MedTech

  • CRM administration experience or Zendesk

Values we share

  1. Mission led - You have a passion for and deep subject matter interest in health and wellbeing.

  2. Highly empathetic and collaborative - You’ll be bringing togetherness and drive contribution. 

  3. Low ego - The best technology leaders spend their time enabling teams to do their best work by providing context, direction and removing roadblocks.

  4. Ownership - We win and lose together. This role requires candidates who are comfortable taking ownership and high levels of responsibility. We reward that with a highly autonomous way of working that empowers you and your teams.

What we can offer you

  • A competitive base salary

  • 25 days holiday + bank holidays

  • A flexible working environment that allows you to make the biggest impact

  • A chance to help build a category-defining company that’s making a real difference in people’s lives

  • Continuous learning - Books, online subscriptions and budget for workshops and conferences.

  • Annual Learnerbly budget

  • Work in a dog friendly office

  • Free drinks, coffee and snacks in the office

  • Pension contribution: 5% employee 3% employer contribution

  • Cycle to work scheme and secure cycle area to keep your bike safe

  • Discount on our Numan products (also for family and friends)

  • Free eye test

  • Health Insurance with HealthShield. This is a health cash plan paid for by the company. It also includes 24/7 counselling support, EAP programme, 24/7 GP access, access to wellbeing app Thrive and further discounts on fashion, holidays, entertainment, car hire, health and beauty and your weekly shop via the reward platform MyPerks

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status

Your application
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