Senior Retention Manager (Hybrid) London

<h3>About tonies:</h3> <p>tonies is the world’s largest interactive audio platform for children with around 7.8 million Tonieboxes and more than 95 million Tonie figurines sold. The intuitive and award-winning audio system has changed the way young children play and learn independently with its child-safe, wireless, and screen-free approach. Tonieboxes have been activated in over 100 countries, the content portfolio includes more than 1,100 Tonies figurines in several languages. Since its inception, tonies has achieved significant milestones, including listing on the Frankfurt Stock Exchange in November 2021 as well as a globally present team of over 550 dedicated professionals operating from various countries.<br/><br/>Joining our tonies team means being part of an inspiring mission to create innovative and meaningful experiences for children around the world. Together, we’re shaping the future of play, learning, and imagination.</p> <h3>You as part of tonies:</h3> <span>Overview</span><p><span>At Tonies, we’re on a mission to bring the magic of audio to children everywhere. </span><span>We are looking for an exceptional Retention </span><span>Manager, your aim is to maximise £ value from existing customers. Working closely with the Global Lifecycle Team, you will act as the UK local expert on retention, ensuring global initiatives are effectively executed and local opportunities are identified and delivered within the global frameworks. This is a highly cross-functional role, requiring close collaboration with Marketing, Portfolio, Sales Channels and Operations to turn insight into action.</span></p><br/> <h3>Your tasks and responsibilities will include:</h3> <ul><li><p><span>Be the </span><span>key link between the Global Lifecycle Team and local teams</span><span>, ensuring strong alignment and execution of lifecycle initiatives</span></p></li><li><p><span>Use </span><span>global data and insights</span><span> to build expertise in the market’s retention performance, identifying trends and escalating key developments</span></p></li><li><p><span>Bring </span><span>local insights, learnings, and opportunities</span><span> into global discussions, contributing ideas to improve retention and the overall customer experience</span></p></li><li><p><span>Execute and localise </span><span>global retention initiatives</span><span>, working with cross-functional stakeholders to deliver measurable outcomes</span></p></li><li><p><span>Ideate key opportunities along </span><span>local levers</span><span> like pricing, promotional mechanics, range optimisations, POS experience and drive change by working with relevant market teams.</span></p></li><li><p><span>Run </span><span>structured test-and-learn initiatives</span><span> within the global testing framework, ensuring consistency and measurable impact</span></p></li><li><p><span>Support delivery of key retention KPIs (e.g. listening time, repeat purchase, churn, customer profitability), ensuring </span><span>clear financial impact and robust tracking</span><span> in partnership with Finance</span></p></li><li><p><span>Act as the </span><span>voice of the customer in the market</span><span>, ensuring visibility, alignment, and continuous improvement of the end-to-end customer experience</span></p></li><li><p><span>Manage 1 direct report, UK CRM Manager</span></p></li></ul> <h3>What we are looking for:</h3> <ul><li><p><span>Demonstrable experience in </span><span>retention, lifecycle, or growth</span><span> (recurring revenue streams, e.g. subscription/ DTC preferred)</span></p></li><li><p><span>Strong </span><span>commercial mindset</span><span>, with the ability to ideate opportunities and to think strategically</span></p></li><li><p><span>Highly </span><span>data-driven</span><span>, able to translate complex data into simple, actionable insights with a commercial focus; experience working with BI/analytics teams</span></p></li><li><p><span>Strong understanding of </span><span>customer, financial and other key business metrics</span></p></li><li><p><span>Ability to structure problems, prioritise opportunities, and </span><span>drive execution of initiatives</span><span> in a fast-paced, cross-functional environment across multiple teams</span></p></li><li><p><span>Strong </span><span>stakeholder management skills </span><span>including ability influence and align across functions</span></p></li><li><p><span>Self-starter with a </span><span>growth mindset</span><span>, comfortable with ambiguity and ownership</span></p></li></ul> <h3>Why tonies?</h3> <strong>Office - </strong>2 days a week in the London office (Tues &amp; Weds)<br/><br/><strong>Time Away</strong> – 30 days annual leave + bank holidays, paid sick leave, bereavement leave, volunteering day plus bank holiday swaps and more.<br/><br/><strong>Health &amp; Wellbeing</strong> – Free Lunch on Tasty Tuesday, Private medical insurance via Vitality, mental health support with our Employee Assistance Program,