Retention Lead

About Zima:

Launched in 2020, Zima is a global market-leading Health Tech scale-up and one of the fastest-growing companies in the UK. We are aggressively disrupting a stagnant multibillion pound global industry by merging cutting edge product innovation with world class performance marketing. Our hero product, the Dental Pod, has fundamentally redefined oral appliance care for over a million customers across 40+ countries.

We foster a dynamic, ambitious culture, and we’re looking for a passionate individual ready to take ownership as a Retention Lead.

Why This Opportunity is Exciting:

• Commercial Ownership : Own the subscription model at a rapid growth, global DTC brand, including the growth and retention strategies and the underlying economics.
• Proven model, untapped potential:

The Dental Pod and tablets replicate the best-in-class D2C razor blade model: hardware that drives recurring consumable revenue. The subscription mechanics are proven; and there is opportunity to scale them significantly.

• Category leader in a growing market: Zima is already the global market leader in oral appliance care, a category that is expanding fast. This role is about building on that position, not catching up to competitors or following a playbook.
• New products, new opportunities:

Zima has an active product development roadmap. You'll work closely with the product team to integrate new launches into retention strategy, shaping how they land with the existing customer base.

• Innovative Environment : Collaborate with a fast-thinking, high performance team that values creativity and initiative.

About the role:

As the Retention Lead at Zima, you’ll be driving business-wide customer LTV, building long-term value from the first touchpoint.

Key Responsibilities:

• Own subscription model performance and strategies: Build a test-and-learn framework with clear reporting and iteration cycles to continuously reduce churn and grow ARR.
• Performance Analytics:

Analyse performance metrics to continuously seek opportunities and insights to identify growth strategies.

• Lead and drive broader retention strategies : Work with the website and CRM teams to optimise returning customer conversion and lifecycle flows.
• Product:

Work closely with the product team to launch new products and feed back with opportunities and performance insights for further product development.

• Seasonal &​ BAU Offer Execution: Strategise compelling offers that effectively re-acquire and retain customers throughout the year.
• Market Research &​ Analysis:

Gather market research and customer feedback to identify new opportunities for growth.

• Brand loyalty: Build loyalty and advocacy programmes that reward long-term subscribers and drive referral, retention and brand loyalty.
• Reporting &​ Insights:

Provide actionable insights and detailed reporting to senior leadership, guiding strategic decision-making.

About You:

You are an exceptional individual who:

• Thrives in a fast paced, high pressure environment.
• Has a considered, logical and strategic approach to problems.
• Is results-focused.
• Is proactive and self-motivated, spots opportunities, makes decisions and proposes innovative solutions.
• Is genuinely curious about customer behaviour: why people commit, why they leave, and what actually changes outcomes versus what just looks good on a dashboard.
• Embraces the opportunity to work on tasks beyond your experience level, continuously seeking growth and development.
• Excited by working in a dynamic, high performance team.
• Possesses a strong drive for success and career advancement.

Required Skills and Experience:

• 3+ years of experience in a retention-focused role in consumer product business.
• Experience with Loop, Recharge, Skio, or a comparable subscription management platform.
• Experience with Klaviyo, Braze, or similar email/SMS tools.
• Proven ability to analyse data and translate insights into strategic actions.
• Excellent writing and communication skills.
• Organised and a strategic thinker with strong planning abilities.
• Naturally creative with an ability to think outside the box.
• Excellent academic track record.

Additional Preferred Skills:

• Experience with shopify and related ecommerce tools such as Lifetimely, PostPilot and Fondue.
• Experience working with a subscription-focused business model.
• Experience working in small, high-performance teams.
• Background in health tech.
• Experience with digital marketing platforms.
• Multilingual capabilities.

Location : In office (London) or Hybrid.

Salary : Competitive salary plus a growth-based bonus scheme.

Benefits :

• 28 days holiday (plus bank holidays)
• High-value growth-based incentives
• Opportunities for highly accelerated career paths
• Weekly socials with different activities and experiences to get involved in
• Monthly Barry's Bootcamp passes
• Direct access to senior leadership
• Cycle to Work scheme

This is Zima:

The oral appliance industry is rapidly expanding, yet it’s still dominated by large, slow moving conglomerates. At Zima, we’ve seized the opportunity to innovate and leverage modern marketing and distribution channels to become industry leaders. With our ambitious product development roadmap and market leading products, we’re not just following the future of the space - we’re actively shaping it.

• Over 1 million customers
• Proven physical retail (find us in Boots!)
• Sold in 40+ countries
• One of the fastest growing companies in the UK
• Team culture: high performance, collaborative and ambitious