Head of Retention Marketing

About the role

EatClub, a consumer technology company connecting diners with restaurants across Australia, the UK and New Zealand, is looking for a Head of Retention to turn first-time diners into regulars and grow repeat transaction frequency and long-term customer value. The role leads an established lifecycle team and shapes the systems, experiments and product experiences behind retention, with a hybrid workplace.

Key responsibilities

• Set the global retention strategy across early repeat, habit, transaction frequency, reactivation and lifetime value.
• Analyse customer cohorts and behaviour, prioritise opportunities and turn insight into a focused roadmap.
• Run a high-tempo experimentation programme with clear hypotheses, controls and decisions based on incremental value.
• Shape loyalty, Dining Credit, Caviar Reserve, referrals and incentives while protecting customer economics.
• Partner with Product, Data, Finance, Acquisition and Commercial to fix root causes beyond marketing channels.
• Lead two Lifecycle Marketing Managers and raise the quality, speed, automation and effectiveness of the customer engagement engine.

Required profile

• Proven track record of retention, engagement or customer growth outcomes in a scaled consumer business, with measurable, explained impact.
• Strong strategic and analytical thinking, understanding cohorts, experimentation, incrementality and customer economics.
• Commercial confidence with incentives and trade-offs, able to defend investment decisions to senior leaders.
• Ability to coach and develop marketers and scale a function without becoming its bottleneck.
• Experience in a high-frequency app, marketplace, delivery, mobility, loyalty, fintech or subscription business is valuable.