Retention Manager

Om jobbet

About Fitness24Seven

For us, it's simple, regardless of who you are, you should have the opportunity to work out. That's why we are committed to making training and well-being accessible to everyone. Our unique concept allows all members to train at any time of day, as close to home or work as possible, at an attractive price. In addition, group training and women-only gyms are included in the membership at no extra cost.

Since 2003, we have grown from having just one gym in Malmö to more than 270 facilities across five countries, Sweden, Norway, Finland, Colombia, and Thailand. We place a strong focus on CSR and engage both in our own charitable initiatives and in partnerships with organizations such as SOS Children's Villages. Welcome to Fitness24Seven.

About the roleAs a Retention Specialist, you will be responsible for increasing member lifetime by proactively strengthening engagement, satisfaction, and perceived value throughout the entire membership lifecycle. Your core mission is to identify early signs of churn, understand why members disengage, and take concrete actions to prevent cancellations and extend membership duration. This is a highly operational and insight-driven role with direct impact on retention, lifetime value, and long-term growth. You will be part of the global marketing team and report to the Global Marketing Director.

You will work hands-on with member behavior, data, and communication, working closely with the global marketing analysts to leverage insights and data, while collaborating with product, customer experience, and commercial teams to improve the touchpoints that matter most for member loyalty.

Responibilities;Develop and execute tailored retention strategies that reinforce long-term member value

Identify early churn signals through member behavior, activity levels, and feedback

Actively engage members showing signs of declining engagement to re-activate and retain them

Manage cancellation intents by understanding member concerns and offering relevant alternatives

Design and implement proactive outreach programs across email, SMS, and in-app messaging

Analyze retention metrics, churn patterns, and lifecycle data to identify improvement opportunities

Test, evaluate, and optimize retention initiatives such as loyalty campaigns and re-engagement flows

Track retention KPIs and report insights, trends, and recommendations to stakeholders

Collaborate cross-functionally to improve member touchpoints and overall experience

Act as the voice of the member internally and contribute to product and experience improvements

Ensure all retention activities are member-centric and focused on long-term value creation

About you

You are analytical, proactive, and motivated by solving real business problems. You are comfortable taking ownership of retention and churn, working close to data and member behavior, and turning insights into concrete actions. Rather than focusing only on communication or campaigns, you are driven by understanding why members stay or leave, and how to influence that outcome. You enjoy working cross-functionally, are confident in presenting insights and recommendations, and thrive in roles where your work has a direct and measurable impact on business performance.

Experience working with retention, churn prevention, customer lifecycle, or member engagement

Background in roles such as retention, customer success, CRM, lifecycle marketing, or customer analytics

Strong analytical skills and experience working with behavioral data and retention KPIs

Ability to identify patterns, risks, and opportunities within member or customer data

Experience designing and executing proactive retention or re-engagement initiatives

Comfortable collaborating with product, tech, marketing, and customer experience teams

Strong communication skills and ability to translate insights into clear recommendations

Experience working in subscription, membership, SaaS, or recurring-revenue environments is a plus

Fitness24Seven offers

With us, every employee has the opportunity to make an impact, take responsibility, and help shape both their own journey and the company's development. We are a company that still has a strong startup mindset, with short decision-making processes and a culture where ideas can quickly become reality. Our everyday work is characterized by collaboration, engagement, and a willingness to support one another - we are a close-knit team that shares both successes and challenges. When you join us, you step into a role where your contribution is visible and truly makes a difference to the company's growth and future.

Location & ApplicationThe role is a full-time position with 100% office-based work at the HQ in Lund. The start date is according to agreement, preferably as soon as possible.

The recruitment process is managed by E-commerce Recruit, and if you have any questions about the role, you are welcome to contact Zophia Karlsson at zophia@ecommercerecruit.se.

We review applications on an ongoing basis, so we recommend submitting your application early to be considered in our selection process. We look forward to learning more about what you can contribute!