The role
The Subscriptions Manager is responsible for driving the acquisition and retention of our most loyal customers and community members through delivering a memorable monthly box as part of our subscription services. We have big plans for our subscriptions offering and this role would play a significant part in defining and driving them forward. As well as the day-to-day planning of the products and smooth running of the service that aims to surprise and delight our customers, you will also lead on marketing and global expansion. From the products right through the tech that powers our services - you will be the customer-obsessed advocate to take our subscriptions to the next level. 

This role sits within our Digital team and is a parental cover reporting to the Senior Digital Trading Manager. Playing a key role in overall customer retention and loyalty, you will work closely to execute both the short and long-term planning and strategy with exciting opportunities to work directly with the Lush founders. 

Support and development in the role will be offered to the successful candidate. An enthusiastic and positive mindset is more important than possessing all of the skills. 

Responsibilities:

• You will be responsible for both the growth and retention of subscribers across all our subscription services, whilst supporting all markets with their objectives, as well as any future new services that are introduced
• You will be responsible for the product development and planning of each unique box taking into consideration customer feedback, social listening, competitor research, and an understanding of the customer expectations to ensure each box is even more special than the last
• Support with global logistics in facilitating market rollout and adoption of the services
• Own and define the reporting framework, sharing insights and analysis to multiple stakeholders within the business
• Be accountable for the profitability of each box, working closely with to define a product selection and mix 
• Support with product forecasting to ensure we consistently meet demand 
• Liaise with manufacturing support teams including R&D, Manufacture Production and Digital Fulfillment to successfully deliver the service each month
• Direct internal support teams (Photography, Artwork, Commerce) to facilitate a smooth monthly launch
• Support Customer Care teams with ensuring customer satisfaction and facilitate ongoing customer feedback analysis that loops into the ongoing development of the service 
• Collaborate with Marketing, PR, and Events to support with ongoing awareness of the services 
• Community management of subscribers on various platforms to listen and engage with brand superfans 
• Content generation as an extension of the service that aims to generate anticipation and excitement for each box 

Skills & experience:

• Experience in product development, ideally in a beauty category
• An interest in the subscriptions industry and/or beauty category 
• Either possessing experience in/or a keen willingness to further develop skills in marketing, PR, digital marketing, and community strategies 
• Ability to write engaging copy in brand tone of voice 
• Proficient in reporting, analysis, and sharing tangible insights
• A proactive, collaborative and enthusiastic approach to running both the day-to-day service but also driving the proposition further through ongoing competitor analysis and identifying new opportunities to innovate 
• Strong attention to detail and ability to multitask - any given day could vary from sourcing products from Lush’s archives to take back into production, to creating an email campaign to inspire non-subscribers to sign up
• An ability to switch between a commercial mindset that can see the big picture and a creative approach that inspires and excites our subscribers to keenly await their next-door drop! 
• Ideally will be Poole-based or able to travel to our Production facility multiple times a week and at short notice

Employee perks:

• 50% discount on products and spa 
• Bonus scheme
• Pension scheme
• Day off for weekday birthdays
• Holiday purchase scheme
• Cycle to work scheme
• Discounted rail and bus season tickets 
• Employee assistance programme
• 6 months’ full pay for parental leave (primary caregiver)
• Financial childcare support on return to work
• Flexible working 
• We’re 10% Employee Owned, our colleagues have the opportunity to influence positive change in the business and have their voice heard

Start date: Monday 25th April