Lead Retention & Reactivation

Job description

We are looking for a Lead Retention & Reactivation to help us maximize Customer Lifetime Value by keeping customers active, improving their treatment journey, preventing churn early, and reactivating churned customers in a relevant and personal way. In this role, you will own Wellis’s retention and reactivation strategy, working closely with Marketing, CRM, Medical, Customer Care, Product, Data, and Operations. Your work will directly contribute to better customer outcomes, stronger treatment continuity, higher repeat purchases, and sustainable growth. This is a good fit for someone who is customer-centric, commercially sharp, data-driven, and able to align multiple teams around one shared customer-retention approach. About Wellis Wellis is a fast-growing healthtech scale-up reinventing healthcare. We are building the first truly integrated health platform in the Netherlands, offering on-demand care for everyday health needs such as weight loss, hair loss, sexual health, and more. Our platform covers the full journey: from diagnosis and medical assessment to prescription and delivery at home. By combining medical expertise, technology, and data, we make healthcare smarter, more accessible, more personal, and easier to use. We are growing quickly, which means we are building the structures, teams, products, and processes that will help us scale responsibly. You will join an ambitious, international team where ownership is encouraged, collaboration is key, and impact is visible from day one. About the role & team As Lead Retention & Reactivation , you will report to the Chief Marketing Officer and lead the charge in transforming customer retention into a core growth engine for Wellis. Rather than treating retention as a series of isolated campaigns, you will shape the end-to-end customer lifecycle; from onboarding and treatment continuity to winback and long-term value. Working cross-functionally, you will identify drop-off points, decode churn signals, and deploy high-impact interventions. Your initial focus will be setting the retention strategy, building target segments, and launching measurable lifecycle experiments. Long-term, you will build a scalable engine that elevates CLV, cuts churn, and directly boosts EBITDA. What you'll own Strategy & Vision: Own the overarching retention and reactivation roadmap, translating CLV targets into actionable lifecycle campaigns and journey optimizations. Customer Insights & Analytics: Analyze churn signals, friction points, and behavior data alongside Data teams to pinpoint drop-offs and prioritize high-value opportunities. Lifecycle Campaigns: Design, test, and scale end-to-end campaigns across onboarding, activation, continuity, upsell, and winback. Cross-Functional Collaboration: Partner with CRM, Content, Medical Operations, Customer Care and Product to deploy seamlessly integrated interventions that keep customers on track with their treatment. Experimentation & Optimization: Continuously test timing, messaging, channels, and offers to optimize conversion and engagement while maintaining brand and medical standards. Metrics & Impact: Own key retention metrics (CLV, churn, reactivation rate), build clear tracking with Data, and report actionable performance insights to leadership. Team Leadership & Development: Lead the Retention & Reactivation team which currently consistes of CRM Specialist(s), but will expand in the future. What we offer Salary range of € 5.000 – € 7.000 gross per month, depending on experience 8% holiday allowance. Pension plan. Learning budget. Monthly personal budget via Alleo. Hybrid working: partly from our Rotterdam office, around 2 days per week. 20 remote-working days per year. Working from home allowance. 25 holidays. A culture of short lines, speed, ownership, and continuous improvement, where pragmatism and impact matter. The opportunity to help build a fast-growing healthtech scale-up from the inside. Who you are Lifecycle Expert: Proven track record in retention, CRM, or growth marketing, with deep expertise in segmentation, behavioral triggers, and lifecycle experimentation. Commercially Minded: Highly analytical and ROI-driven. You prioritize initiatives based on their direct impact on CLV, churn, margin, and growth. Customer-Centric Strategist: You view growth through the user’s eyes, mapping friction points directly into practical customer journey solutions. Cross-Functional Leader: Exceptional communicator and collaborator who can align diverse teams (from Medical to Data) around a unified retention strategy. Outcome-Driven: A self-starter who takes end-to-end ownership of performance, navigating complexity to deliver business results. Leader: You know how to guide a team, set clear goals, and support them in achieving results. Bonus: Background in healthtech, subscription models, e-commerce, or regulated industries. Please be advised that you have to be eligible to work in the Netherlands and live within commuting distance of Rotterdam (hybrid role) Hiring process We want the application process at Wellis to be fast, transparent, and personal. Introductory chat with Georgios (Senior Recruiter) — short conversation about your background, motivation, and practical questions. Interview with the Chief Marketing Officer — deeper discussion about the role, team, and relevant experience. Case / practical conversation — focused on how you approach retention, lifecycle campaigns, customer segmentation, and reactivation opportunities. Final conversation with a founder or key stakeholder — mutual fit, collaboration, and final questions.