About this role
<p><strong><em>We're customer obsessed. We put the customer at the heart of everything we do - and we're looking for people who feel the same way.</em></strong></p><p><strong>About Bike Club</strong></p><p>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 children's 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 children's cycling.</p><p><strong>The Role</strong><br />We need a senior, hands-on retention lead for three months to start building Bike Club’s 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.</p><p><strong>What you’ll do</strong></p><ul><li><p>Review our current lifecycle journeys (onboarding, engagement, exchange, cancellation and win-back) and fix the highest-impact gaps.</p></li><li><p>Design and implement customer journeys, segmentation, triggers and offers in Salesforce and Klaviyo.</p></li><li><p>Deliver quick wins on early-life churn, voluntary cancellations and failed payments.</p></li><li><p>Use cohort analysis to understand churn by tenure, bike, brand, acquisition source and market.</p></li><li><p>Set up reliable lifecycle, churn, exchange and cohort reporting.</p></li><li><p>Plan member-get-member, referral and win-back activity, balancing customer value, growth and margin.</p></li><li><p>Partner with Content, Acquisition, Product, Customer Support, Operations and Finance.</p></li></ul><p><strong>What success looks like at three months</strong></p><ul><li><p>A clear, prioritised retention strategy and roadmap.</p></li><li><p>Early improvements in onboarding and avoidable churn.</p></li><li><p>Reliable reporting on churn and cohorts.</p></li><li><p>A documented handover for the permanent hire.</p></li></ul><p><strong>About you</strong></p><ul><li><p>Senior experience leading retention, lifecycle, CRM or loyalty in a consumer or subscription business.</p></li><li><p>Hands-on experience in Salesforce, Klaviyo or comparable platforms.</p></li><li><p>Strong data literacy and a test-and-learn mindset.</p></li><li><p>Strong commercial acumen and stakeholder management.</p></li><li><p>German market experience is a plus.</p></li><li><p>Available immediately.</p></li></ul>