Job Description

Retention & Subscriber Experience Assistant

Location:

[Belfast - In Office]

Type:

Full-time, permanent

Pay:

26,000 - 28,000 per annum.

We're Shirt in a Box, the mystery jersey subscription. We've grown fast, and now we want to get world-class at one thing:

keeping subscribers for longer by giving them an unreal experience.

This role's whole job is to

reduce churn, boost LTV and make our subscribers feel like VIPs.

It's a junior role with loads of room to grow - we care more about how you think and behave than how many years you've done.

What you'll own

Your mission is to:

Reduce

monthly churn

of subscribers. Increase

re-bill rates

(2nd, 3rd, 4th charge etc). Increase

revenue per subscriber

over 6-12 months. Make the experience so good people actually talk about it.
You won't do this alone. You'll work closely with the founder, Ops, Creative and Customer Service but these numbers will be your obsession.

What you'll do (day to day)

Turn data into ideas

Look at subscriber data (churn, rebills, cancellation reasons, cohorts) and spot patterns. Build simple views in Sheets/Excel so we can see how different groups behave (month, sport, country, cadence, etc.). Turn "numbers on a screen" into clear, practical ideas: "Here's where we're losing them, and here's what I think we should try."*

Design & run experiments

Come up with

A/B tests

to improve retention: Gifting tests (who gets what, and does it help them stay?). Cancellation tests (pause vs discount vs change cadence). Email/SMS tests (subject lines, timing, messaging). Set up a simple log: hypothesis ? what we did ? what happened ? what we're changing.

Improve the subscriber experience

Tidy up the

subscriber journey

from first order to their 5th, 10th, 20th shirt. Help design: Onboarding emails. Pre-rebill messages ("your next shirt is coming from..."). Save flows when people click "cancel". Winback touchpoints for ex-subscribers. Work with Customer Service to improve macros and responses that can save a sub rather than lose them.

Surprise & delight (gifting, VIP moments)

Plan small, smart ways to surprise customers: Milestone gifts (e.g. "10th shirt" moments). Birthday / anniversary treats. Quarterly "wow" ideas for top customers. Track what these actually do to retention and LTV (not just "nice vibes").

About you

We're not fussed about a "perfect" background. You might have:

1-3 years in

e-com, marketing, CRM, customer support, analytics

or something similar. Or you might be more junior, but with clear evidence you can think, analyse and care about customers.
What matters more to us:

You like numbers, even if you're not a data scientist.

Comfortable in Google Sheets/Excel (sorting, filters, basic formulas, pivot tables). You can look at a simple table/graph and tell a story from it.

You're obsessed with the customer experience.

You notice the little details in packaging, emails, website flows. You can step into the shoes of a subscriber and ask, "How does this feel?"

You can write like a human.

You can write simple, clear, friendly messages - no corporate nonsense. You're happy to draft emails/SMS that sound like us: football-mad, down-to-earth, grateful.

You like testing and iterating.

You don't fall in love with your own ideas - you want to test them. You're okay being wrong, as long as we learn something.
Nice-to-haves (not required):

Experience with any of: Shopify, Skio, Klaviyo/Sendlane, basic analytics tools. Experience in a subscription business. Interest in football / sport / fandom culture.

What you'll get

A chance to own one of the most important levers in the business from day one. Direct exposure to the founder and senior team. Clear progression path into

Retention Manager / Lifecycle Manager

as we grow. A front-row seat in a high-growth, sport-obsessed e-com brand.
Job Type: Full-time

Pay: 26,000.00-28,000.00 per year

Work Location: In person