Churn Specialist

WHY JOIN FOXELLI?

Foxelli is a place for people who think deeply, learn quickly, automate repetitive work, enjoy spending time together, and build things that matter. We work hard, joke often, and don’t take ourselves too seriously.

If you’re excited about AI, eager to learn, and want to create work that genuinely means something with people who care, you’ll feel right at home with us - no matter where you are in your career.

THE ROLE

We're looking for a Churn Specialist to help us get closer to our customers - understand what they actually need, spot where we're falling short, and find ways to retain them.

You'll work across multiple Foxelli Group brands, investigate the full customer lifecycle and turn data into initiatives that actually move the needle on retention.

You won't just track churn numbers. You'll own the thinking behind what is happening with the brand and drive the ideas to help retain our customers.

If you love:

• getting into customer data and finding the story behind the numbers
• mapping out a customer journey and spotting where things go wrong
• testing ideas - onboarding tweaks, lifecycle flows, CRO experiments, win-back sequences, etc
• using AI and automations to move faster and do more with less
• understanding what makes customers stay (or leave) on a psychological level
• working across multiple products and brands without losing focus

And if you're someone who can take a messy churn problem, break it down into clear hypotheses, and see them through to results…

…you might be our person 👀

WHAT YOU'LL BE DOING

Churn Analysis & Research

• Analyse churn patterns across multiple Foxelli brands - when customers drop, which segments are most at risk, and what's driving it
• Research competitors and benchmark what best-in-class retention looks like in our space
• Use AI tools to accelerate research, surface insights, and identify patterns
• Build a clear picture of our customers - their motivations, frustrations, and what "good enough to stay" actually means to them

Customer Journey & Onboarding

• Audit the full customer lifecycle with a churn lens - from first-touch onboarding to long-term engagement
• Identify drop-off moments and experience gaps that are costing us customers
• Own initiatives to improve onboarding flows and early-stage activation

Retention Initiatives & Experimentation

• Develop hypotheses and run experiments - lifecycle communications, CRO tests, loyalty mechanics, win-back campaigns, cancellation flows
• Build and maintain automations that support retention at scale - triggered flows, at-risk alerts, personalised sequences
• Use AI to generate ideas, draft copy, simulate scenarios, and iterate faster
• Track the impact of every initiative and iterate based on results
• Document what worked, what didn't, and why

AI & Automations

• Build and maintain automations that support retention initiatives at scale
• Proactively explore how AI can improve the way we understand and respond to churn
• Stay current with new tools and bring ideas to the table before anyone asks

WHAT YOU BRING

• Proven experience diagnosing churn, not just reporting on it, but getting to the root of it
• Comfortable working with data: cohort analysis, funnel metrics, A/B test results
• Hands-on experience with customer journey mapping, onboarding optimisation, or CRO
• Experience building automations: triggered flows, lifecycle sequences, or similar
• Able to turn messy data into a clear point of view and present it to senior stakeholders
• Has worked across multiple products or brands
• Uses AI tools beyond basic prompts and actively looks for ways to automate and improve workflows