Job Specification: Retention Manager Role: Email Marketing Manager Function: Email Marketing, SMS, WHatsapp, CRM, Lifecycle Marketing Reports to: Head of Email Marketing Core Responsibility: Drive profitable customer retention and lifecycle value for our ecommerce clients through strategic CRM programme management and execution. KPI: Client LTV growth, retention revenue contribution, churn reduction, client satisfaction scores About Public Nectar Public Nectar is where performance meets purpose. We design performance marketing systems that connect and convert so that business leaders can lead business. The way we do it is simple: meticulously, prioritising profit, so that you can grow - always reaching, always evolving. We're a fast-growing performance marketing agency working with some of the UK's most exciting ecommerce and DTC brands. We sit at the intersection of paid media, creative strategy, and lifecycle marketing - helping brands acquire, convert, and retain customers at scale. Our Values At Public Nectar, our values define how we work, make decisions, and build lasting client relationships:

• Winners Win: Winning is in our DNA - rain or shine, we get the job done and don't stop until it's done right.
• Full Ownership: Accountability is our North Star. When we own our work and focus on solutions, we grow.
• Integrity: Do what's right, not what's easy. A moral compass is non-negotiable.
• Never Stand Still: Geared for growth, we're constantly evolving, always improving. We subscribe to the 1% philosophy – that 1% progress, every day, takes you to extraordinary heights.
• High Energy: Passion fuels performance. Our differentiator is our enthusiasm, the energy we bring to the arena.

Core Responsibilities As an Email Marketing Manager at Public Nectar, you'll be one of the agency's specialists for everything lifecycle and CRM. You'll work across our ecommerce client base, primarily Klaviyo-powered DTC and subscription brands - owning strategy, execution, and performance reporting for email, SMS, and beyond. This isn't a siloed channel role; you'll collaborate closely with paid media strategists and creatives to ensure retention activity connects to the full customer journey. Strategy & Client Leadership:

• Own retention strategy across your client portfolio, developing tailored lifecycle roadmaps aligned to each brand's growth stage and commercial goals
• Lead client-facing retention conversations: presenting strategy, interpreting performance data, and making proactive recommendations
• Identify gaps and opportunities in client CRM programmes, pitching new initiatives before clients ask for them
• Contribute to new business pitches where retention is a core service pillar

CRM Execution & Programme Management:

• Build and optimise automated lifecycle flows — welcome series, post-purchase, win-back, subscription renewal, loyalty, and more
• Plan, brief, and manage campaign calendars across email and SMS, coordinating with creative and copy resources
• Develop intelligent segmentation strategies based on purchase behaviour, engagement signals, product affinities, and lifecycle stage
• Manage Klaviyo (primary platform) across multiple client accounts, including flows, campaigns, lists, segments, and integrations

Testing, Optimisation & Reporting:

• Design and run structured A/B and multivariate testing programmes across subject lines, send times, content, offers, and flows
• Own retention reporting across your client accounts — tracking LTV, repeat purchase rate, churn, revenue contribution, engagement, and deliverability
• Transform performance data into clear, commercial insights and present these confidently to clients and internal stakeholders
• Continuously audit performance and proactively raise opportunities without waiting to be asked

Cross-Channel Integration:

• Work closely with paid media teams to align retention activity with acquisition strategy — ensuring messaging, offers, and timing are coherent across the customer journey
• Support clients expanding into SMS, direct mail, WhatsApp, and loyalty programmes — advising on platform selection, mechanics, and strategy
• Stay close to the evolving CRM landscape, bringing best-in-class ideas and tools to the team and clients

What Success Looks Like... 90 Days:

• Audited retention strat