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Powered by extraordinary people
MIGHT ONE OF THEM BE YOU?
We’ve got big ambitions. We want to become a beacon of thoughtfulness and creativity in a world that needs it more than ever — and we can’t do that with just anyone. We need a talented, committed team with passion in their eyes and small business in their bones; bright, kind, hard working people — people who love what they do, can think creatively and believe in building something bigger than us.
Are you passionate about small business?
READY TO CHAMPION UK INDEPENDENTS
Do you love small businesses to the point of obsession? Do you believe they make our high streets richer and communities happier? Want to make sure UK independents don’t disappear? Then join us. We support them in and outside of work, and champion what they stand for — working flexibly, making by hand and balancing profit with principles for a better world. What else are we looking for? Scroll across.
Were you born with entrepreneurial spirit?
TAKING OWNERSHIP IS SECOND NATURE
At Holly & Co, we’re the kind of people who don’t expect others to figure everything out for us — whether that’s taking responsibility for our own development or making decisions to benefit the business. We love go-getters; those who find and share opportunities, work under their own steam and who won’t stop until they’ve got an answer. Because being entrepreneurial is in our blood.
Do you share our ‘marigolds mindset’?
HAPPY TO GET STUCK IN TO ANY TASK
Roll up your sleeves, we’re going in. We’d never ask you to do something we wouldn’t do ourselves but our team isn’t made up of those who like to watch from the sidelines. We love proactive people who aren’t afraid of getting their hands dirty, because we never let others clean up a mess we’ve made ourselves (and even if it wasn’t our mess, we put our marigolds on and we make it good). Sound like you?
Do you start conversations not fires?
KINDNESS AND OPTIMISM COME FIRST
Changing the world takes an optimistic outlook, honesty and kindness. It’s why we always strive to start conversations not fires, believe in PPI (presuming positive intent) and favour community over competition (always ‘we’ not ‘I’). It’s about coming from a place of positivity and being radiators not drains. So even if we sometimes get things wrong (which we do), we see failure as feedback and try again.
Do you have thoughtful bones?
FOR US, EMPATHY IS EVERYTHING
For us, being thoughtful is just about one of the greatest things you can be. If you’re able to put yourself in the shoes of others, and go out of your way to anticipate needs, look out for those around you and be generous with your time, heart and spirit — you’re likely to be one of us. Thoughtfulness can overcome CV gaps, inexperience and more so don’t be afraid to let this shine through.
Are you ready to embrace change?
TURNING CHALLENGES INTO OPPORTUNITIES
Not everyone likes to roll with it. In fact, sudden change can really freak some people out… but we are not those people. We welcome it rather than fearing it because we know that change brings progress. Plus it’s exciting. We would rather regret things we’ve done than things we haven’t, and pivoting is part of that. So if you can act smart, move fast and help turn negatives into positives, get in touch.
Can you help bring colour to grey?
CREATIVE THINKING IS EXCITING
At Holly & Co, we love to use innovation and creativity to inspire magic, encourage dreams and ignite imaginations. It doesn’t mean you need to have been born with a paintbrush in your hand and sport bright green hair though (although some of our team definitely fit that description). It’s about thinking outside the box and not being afraid to try something new. Sound like you?
Can you show us you’ve got ‘it’?
QUALIFICATIONS ASIDE
We believe that skills, passion and potential often speak louder than qualifications. While having relevant experience is important (and sometimes required), we are most interested in finding someone who is enthusiastic, motivated and aligned with our values. If you're confident in your abilities and can showcase your talents in a relevant way, we encourage you to apply, regardless of your formal credentials.
Ready to get involved?
SEE OUR CURRENT VACANCIES
Senior Retention Manager
We're looking for a Senior Retention Manager who will own and drive our customer retention strategy and activities. This is a high-impact role for someone who thrives in a fast-paced, entrepreneurial environment and is energised by data and driving real commercial results.
You'll lead our email marketing, loyalty programme and broader retention initiatives, working to deepen customer relationships, increase repeat purchase rates, and maximise lifetime value. This role requires someone who can balance strategic thinking with hands-on execution.
If you're commercially minded, target-driven, and passionate about building customer loyalty through smart, creative campaigns, this role is for you.
Key responsibilities
Retention & loyalty strategy
- Devise the overarching customer retention strategy, working closely with internal teams
- Set and achieve ambitious retention targets (including repeat purchase rates and lifetime value) and set a robust measurement approach
- Create a detailed email strategy that outlines how this channel can drive a step change in customer retention
- Create the strategy and roadmap for our loyalty programme
- Work with our customer data tool to understand customer behaviour and identify opportunities
Email marketing
- Lead the execution of the email marketing strategy, working with the Marketing Manager and content teams
- Analyse performance data to optimise campaigns, flows, and drive continuous improvement
- Implement testing, segmentation, and personalisation plans
- Oversee our marketing automation platform (Klaviyo), ensuring best practice in deliverability and compliance
- Oversee the email delivery process, driving efficiencies where appropriate
- Drive marked improvement in email performance metrics
Loyalty programme
- Own the loyalty programme roadmap and business impact
- Manage programme evolution, including tiers, benefits, and exclusives
- Drive membership growth and incremental revenue
- Manage our loyalty platform and optimise loyalty communication across all channels
Direct mail & physical communications
- Own the retention strategy for direct mail channel
- Plan ongoing customer journeys for this channel
- Monitor the behaviour of customers recruited through this channel
- Performance & Analytics
- Set clear retention KPIs with senior leadership and own reporting
- Use data to uncover insights, identify trends and inform strategy
- Monitor customer behaviour to increase repeat rate and LTV
- Present regular performance updates to senior leadership
- Stay current on industry trends and best practices
About you
Requirements & skills
- 5+ years in retention marketing within ecommerce, with demonstrable results
- Data-driven—experience working with data tools to understand customer behaviour and define retention strategies
- Email marketing expertise—deep knowledge of email strategy and hands-on experience of using a marketing automation platform (Klaviyo experience highly desirable)
- Loyalty experience—you have been heavily involved in the management and optimisation of a loyalty programme
- Strong commercial acumen—you understand the numbers and are comfortable reporting results and KPIs to senior leadership
- Leadership experience—you've managed and developed team members and can lead with impact
- Hands-on operator—as well as being strategic you can execute at pace and aren't afraid to get into the detail
- Excellent communicator—strong written and verbal communication skills
- Knowledge of data protection regulations (GDPR, PECR)
Personal qualities
- Target-driven: You're motivated by goals and love the challenge of exceeding them
- Proactive: You don't wait to be told what to do—you see opportunities and take initiative
- Resilient: You thrive under pressure and are comfortable working in a dynamic, evolving business
- Curious: You're always learning, testing, and looking for ways to improve
- Collaborative: You work well with others and can influence across the business
- Passionate: You care about small businesses and want to help them succeed
Work structure & salary
This is a full-time hybrid role, including 2-3 days in our Twickenham office.
This is a senior role with salary dependent on experience and aligned to market benchmarks. For a confidential discussion, contact careers@holly.co."
About Holly & Co
We’re a young but growing entrepreneurial company looking to build our brilliantly driven and kind team.
We are a B Corp and committed to our role as a business to provide an inclusive, thriving and safe environment for all our team. Our culture is one based in kindness, to not only one another but our Co’s, the wider world, and our planet. We are committed to building a company that is a force for good.
We learn from others, have a big vision and move fast. ‘Fast-paced entrepreneurial environment’ is often used, but we really are! We invest in our team for the long term and want to grow as a family together.
A note:
Diversity and inclusion are important to Holly & Co. Diversity is about embracing differences, being inclusive, creating possibilities, and growing together to improve performance and the working environment.
We celebrate and embrace everyone's differences and treat every colleague with dignity and respect.
We know that diverse and inclusive teams help us deliver our best work, and we love to see applications from groups who are currently underrepresented in our industry.
Please let us know if you have any accessibility requirements or any other questions to careers@holly.co.
How to apply
Please send your CV and cover letter including:
- Why you're interested in this role and Holly & Co
- Why you think you would be a good fit
- Your proudest retention or email marketing achievement (with some detail of what you did and the results)
- How you use data day to day to monitor and drive your retention activities, please do give some examples.
- Send applications to: careers@holly.co
Closing date: Tuesday 10th March
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