Retention & Engagement Lead

SheMed is a female-founded, female-focused health company transforming how women access care. In under a year, we’ve become the fastest-growing GLP-1 programme in the UK backed by $50M Series A funding, unicorn status and recognition as Highly Commended in the Lloyds Bank British Business Excellence Awards.

We’re also proud winners of the Best Small Employer category at the Women in Tech Employer Awards 2025, celebrating our commitment to creating an empowering, inclusive workplace for women in health and technology.

SheMed is on a mission to close the gender gap in healthcare and put women’s health front and centre. To help us build a future of women's health, we are seeking a proactive and collaborative Retention & Engagement Lead to strengthen how we connect, support, and grow our community of women. In this role, you’ll coordinate initiatives that deepen customer engagement, build trust, and make SheMed an indispensable part of every woman’s health journey.

You’ll work closely with teams across Customer Support, Clinical, Product, and Marketing to ensure every touchpoint adds value, improves retention, and builds long-term loyalty. This role is perfect for someone who loves bringing people, processes, and insights together to create seamless and meaningful experiences for customers.

This is an office based role, located in Euston London. We operate Monday to Friday, 9am to 6pm. 

WHAT YOU WILL WORK ON:

1. Coordinate and streamline retention initiatives:

• Maintain visibility across all customer engagement and retention efforts.
• Keep teams aligned around common goals, timelines and success metrics.
• Identify overlaps, gaps and opportunities to improve the customer experience end-to-end.

2. Drive customer loyalty and engagement:

• Partner with data and customer support teams to define what success looks like for retention and satisfaction.
• Track, report, and improve on key metrics like churn rate, repeat usage and customer lifetime value.
• Translate leadership priorities into clear and actionable engagement plans.

3. Build insight-driven operations:

• Develop dashboards and reports that clearly show what’s working and where we can improve.
• Launch feedback loops through surveys, interviews, and community forums to understand why customers stay and why they leave.
• Turn feedback into action across teams.

4. Create a shared engagement roadmap:

• Collaborate with Marketing to design segmented, personalised journeys that educate and support customers at every stage.
• Partner with Product and Clinical teams to launch features and programs that build healthy habits, celebrate milestones and foster connection.
• Coordinate small tests and pilots that inform larger retention strategies.

5. Strengthen community and connection:

• Help shape initiatives that make members feel recognised and valued community perks, celebrations and exclusive experiences.
• Ensure SheMed’s voice and values are reflected consistently across touchpoints.

WHAT WE’RE LOOKING FOR:

• 3–6 years of experience in customer engagement, operations, customer success or program coordination, ideally within a healthtech, wellness, DTC or subscription-based startup.
• Strong organisational skills and comfort managing multiple cross-functional projects.
• A data-informed decision-maker who enjoys translating insights into tangible actions.
• Skilled in communication and relationship building - able to rally diverse teams around a common goal.
• Thrive in fast-moving, high-growth environments where you can help shape new processes.
• Passionate about women’s health and about creating exceptional customer experiences that make a real difference.

WHAT WE OFFER:  

• A mission-driven team focused on closing the women’s health gap
• Competitive Salary
• An environment with modern tooling, minimal tech debt, and fast feedback loops
• 25 days holiday
• Breakfast and all day snacks
• Monthly socials + dress-up days 
• Health care Cash Plan including physio, digital clinical appointments and wellbeing for you, your partner and children
• Life insurance cover of 4x salary
• Pension contribution matched up to 5%
• Cycle to work scheme