1st Formations

Customer Retention Specialist

• Proactively engage with existing customers to understand their needs, address concerns, and identify opportunities to retain and grow accounts through tailored solutions and timely interventions
• Take ownership of at-risk customers, managing objections and resolving service issues to rebuild confidence and prevent churn
• Act as a trusted point of contact for small business clients, company directors, and accountancy professionals, balancing customer advocacy with commercial objectives
• Collaborate closely with internal teams to deliver outcomes that reinforce customer confidence and loyalty
• Analyse customer behaviour and monitor retention and usage metrics across our formations, compliance, and accounting platforms to identify at-risk accounts early
• Continuously refine engagement strategies based on data to improve customer lifetime value
• Maintain accurate, up-to-date records of customer interactions, risk flags, and outcomes in internal systems
• Support retention activity across our Accounting-as-a-Service product as part of a shared team responsibility, alongside your core focus on formations and compliance clients

Customer Retention Executive

• Own and continuously optimise the end-to-end email retention programme for the month-to-month subscriber base.
• Design, build and iterate save flows targeting subscribers at elevated churn risk, using behavioural and transactional signals to trigger timely interventions.
• Develop and maintain segmentation frameworks that reflect subscription tenure, engagement depth and cancel-intent indicators.
• Run a structured testing programme across subject lines, send cadence, offer mechanics, and message framing to improve save rates and reduce passive churn.
• Monitor and report on core retention email metrics: save rate, cancel deflection, reactivation rate, open-to-save conversion, and revenue retained.
• Partner with our Business Information Team to identify leading churn indicators and feed these into automated trigger logic.
• Collaborate with Director of Lifecycle Marketing and other stakeholders to ensure retention email activity is sequenced correctly and does not conflict with acquisition or engagement programmes.
• Work with the Legal Team to ensure all retention communications meet regulatory.

Retention Marketing Manager

General

• Take overall accountability for the performance, reliability, and growth of BSQ Group's website portfolio
• Ensure all websites are optimised for speed, UX, accessibility, and conversion across desktop and mobile
• Manage the expansion from 4 to 6 websites, including planning, delivery, and ongoing performance management
• Own design and front-end delivery in collaboration with shared designers and developers
• Lead the SEO Director and Technical SEO Specialist to deliver measurable organic growth
• Set the technical SEO roadmap including site architecture, crawlability, indexation, and schema
• Ensure alignment between technical SEO and the content strategy led by the Head of Marketing
• Stay ahead of algorithm changes and search landscape shifts, adapting strategy accordingly
• Own the CRO programme across all websites — hypothesis generation, A/B testing, and implementation
• Work closely with designers, developers, and the data team to build and prioritise a testing roadmap
• Drive improvements in on-site conversion metrics and funnel efficiency
• Own the analytics infrastructure — ensuring accurate, reliable tracking across all digital properties
• Build dashboards and reporting frameworks that give the business a clear view of performance
• Partner with the Head of Marketing to create a joined-up view of the full customer acquisition journey
• Translate complex data into clear commercial insight for senior stakeholders
• Own and evolve the digital tools and technology stack, ensuring it supports business growth
• Identify, evaluate, and implement platforms and tooling to improve operational efficiency and performance
• Maintain governance and documentation of systems, integrations, and data flows
• Work with the design and development teams.
• Work closely with the product team to ensure clear boundaries and effective handoffs between digital and product
• Contribute to ecommerce strategy and growth planning at a senior level

Customer Retention Executive

Retention Marketing Manager

Head of Digital