Strategic Consumer Retention Lead

<p>At Too Good To Go, we have an ambitious mission: to inspire and empower everyone to fight food waste together.</p> <p>More than one third of all food produced in the world is wasted. And that has a huge impact on the health of our planet. 10% of greenhouse gas emissions come from food waste and loss.</p> <p>Through our marketplace app, we connect businesses that have unsold, surplus food, with consumers who can buy and enjoy it at ⅓ of retail value. We are a certified B Corporation with a mission to empower everyone to take action against food waste. Alongside our marketplace app, we create educational tools, explore new business solutions, and influence legislation to help reduce food waste.</p> <p>We’re growing fast: Our community of 124 million registered users and 252,000 active partners across 19 countries, have together already saved more than 473 million meals from going to waste - avoiding more than 1.27 million tonnes of CO2e from entering the atmosphere.</p> <p>In 2023, Too Good To Go was recognised on Fortune's acclaimed 'Change the World' list, named as one of Deloitte's 'Best Managed Companies' and won a coveted 'Cultural Impact Award' at the annual Apple App Store Awards.</p> <p>We’re proud of what we’ve achieved so far, but did we mention the issue is huge? We always want to raise the bar and that’s where you come in:</p> <p><strong>Your Mission</strong></p> <p>We’re looking for a sharp, customer-obsessed <strong>Strategic Consumer Retention Lead</strong> (or <strong>Head of</strong>, depending on experience) to shape and scale our B2C lifecycle marketing strategy across more than 20 markets. You’ll lead a small but mighty team including two Lifecycle Managers and one Adhoc CRM Manager, with end-to-end accountability for lifecycle and campaign strategy, ensuring we deliver best-in-class messaging across the full user journey and support 20 markets with timely, scalable campaigns.</p> <p>This is a role for someone who leads from the front—someone who can shape the bigger picture, while also jumping into the weeds when needed. You thrive under pressure, don’t wait for perfect conditions to move forward, and are comfortable owning strategic decisions with confidence and clarity.</p> <p>This is a pivotal role that combines strategic depth with hands-on leadership — ensuring our global CRM efforts are not only impactful but also scalable, personalized, and aligned with our mission. You’ll also own and evolve our consumer segmentation approach, ensuring the right message reaches the right user at the right time.</p> <p><strong>Responsibilities will include: </strong></p> <ul> <li>Own and evolve our lifecycle strategy to drive user activation, retention, and re-engagement across multiple segments and geographies</li> <li>Define and continuously refine our consumer segmentation and targeting strategy, in partnership with the technical lead and analyst</li> <li>Directly manage two Lifecycle Managers, each owning key stages of the user journey</li> <li>Manage the Adhoc CRM Manager, ensuring scalable support for local campaign execution across 20+ markets and alignment with global priorities</li> <li>Translate company and marketing goals into clear CRM roadmaps and measurable outcomes</li> <li>Collaborate with the Technical Lead to ensure segmentation capabilities, personalization infrastructure, and campaign logic are technically feasible and efficiently executed</li> <li>Drive cross-functional collaboration with creative, insights, and product marketing to inform content and messaging strategy</li> <li>Drive our test-and-learn culture, with a focus on continuous experimentation and performance optimization</li> <li>Define a roadmap of lifecycle and ad hoc initiatives together with the Associate Director of Retention and ensure delivery against it to drive performance KPIs (activation, conversion, habit formation, resurrection)</li> <li>Partners closely with analysts to build and execute insight-led, hypothesis-driven plans with measurable impact</li> <li>Lead and coach your team with clear priorities and ongoing feedback—developing their strategic thinking and CRM expertise</li> <li>Champion high-impact, insight-led retention initiatives that push the boundaries of what we do today collaborating with the product growth team</li> <li>Collaborate closely with the Technical Lead to ensure your strategic vision is grounded in operational and data feasibility</li> <li>Monitor performance and campaign impact, working with analysts to extract actionable insights</li> <li>Build playbooks, documentation, and scalable processes for both lifecycle and adhoc CRM efforts</li> <li>Act as a strategic sparring partner to the Associate Director of Retention and senior marketing stakeholders</li> </ul> <p><strong>Requirements</strong></p> <ul> <li>5+ years of experience in CRM, lifecycle marketing, or retention—preferably in a global or multi-market environment</li> <li>Proven experience owning or contributing to a