Interim Head of Retention - 3 month contract
- Temporary, Permanent
- Quick Apply
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.
About Bike Club
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.
The Role
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.
What you’ll do
Review our current lifecycle journeys (onboarding, engagement, exchange, cancellation and win-back) and fix the highest-impact gaps.
Design and implement customer journeys, segmentation, triggers and offers in Salesforce and Klaviyo.
Deliver quick wins on early-life churn, voluntary cancellations and failed payments.
Use cohort analysis to understand churn by tenure, bike, brand, acquisition source and market.
Set up reliable lifecycle, churn, exchange and cohort reporting.
Plan member-get-member, referral and win-back activity, balancing customer value, growth and margin.
Partner with Content, Acquisition, Product, Customer Support, Operations and Finance.
What success looks like at three months
A clear, prioritised retention strategy and roadmap.
Early improvements in onboarding and avoidable churn.
Reliable reporting on churn and cohorts.
A documented handover for the permanent hire.
About you
Senior experience leading retention, lifecycle, CRM or loyalty in a consumer or subscription business.
Hands-on experience in Salesforce, Klaviyo or comparable platforms.
Strong data literacy and a test-and-learn mindset.
Strong commercial acumen and stakeholder management.
German market experience is a plus.
Available immediately.
Bike Club Introduction
At Bike Club, we offer subscriptions for children's bikes that grow with your kids. Families pay a monthly fee, and when their children outgrow their bikes, we exchange them for a larger size. We refurbish the used bikes and make them available to other families. It's sustainable and hassle-free.
With over 80,000 bikes, we are the second-largest bike rental network globally, and the largest in the children's bike sector. With over $50 million in funding, we are rapidly expanding across Europe. While our headquarters is in the United Kingdom, we are also active in Germany.
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Bike Club Vorstellung**Bike Club ist ein Abo-Service für hochwertige Kinderfahrräder: Das Fahrrad wird einfach gegen ein größeres Modell getauscht, wenn das Kind wächst. So entsteht eine Ressourcen-schonende Kreislaufwirtschaft.
Wir haben mittlerweile fast 50.000 Mitglieder in UK und gehören damit zu den größten Fahrradverleihern in Europa – doch wir fangen gerade erst an!