Director of Retention – Lifecycle

This is a fully remote position, open to applicants in United Kingdom, +3 more countries.

📋 Description

• Take ownership of retention strategies encompassing subscriptions, email, SMS, post-purchase journeys, and customer experiences for both brands.

• Manage subscription offers, cadence, bundles, the customer portal, and cancellation processes.

• Develop and test save offers, as well as skip, swap, pause, and win-back flows to minimize churn rates.

• Oversee email and SMS strategies while coordinating the retention agency's calendar, workflows, targets, and outcomes.

• Create lifecycle journeys, including welcome, post-purchase, replenishment, cross-sell, win-back, and VIP flows.

• Analyze and enhance the complete post-purchase journey.

• Initiate a loyalty, referral, or VIP program when data supports such initiatives.

• Lead the customer experience team, establishing customer service policies that balance customer satisfaction and profit margins.

• Report on cohort retention and lifetime value against monthly targets to identify key growth opportunities.

• Monitor weekly metrics for subscriptions, MRR, churn, and save rates by brand.

• Ensure email list health and deliverability while planning sales and launch campaigns in collaboration with growth and brand teams.

• Implement at least one post-purchase enhancement each month.

• Supervise the Customer Experience Manager and manage the weekly CX KPI scorecard.

• Track retention, repeat purchase rates, and lifetime value by brand and channel.

• Conduct monthly retention reviews with the CEO.

• Document the retention playbook as standard operating procedures (SOPs).

⛳️ Requirements

• Fully remote position, open to candidates outside the US.

• Proficient in English.

• 5-6+ years of experience in retention or lifecycle management at direct-to-consumer (DTC) brands.

• Proven experience leading retention strategies at a subscription brand generating $30-50M+ annually, preferably at a nine-figure scale.

• Expertise in growing subscription programs and a thorough understanding of churn, saves, cohorts, and MRR.

• Experience in building email and SMS programs using Klaviyo or similar platforms.

• Extensive hands-on experience with Klaviyo or similar tools and Loop or equivalent subscription platforms.

• Skilled in analyzing cohort data, lifetime value, and churn metrics.

• Proven ability to conduct tests on offers, workflows, and save strategies.

• Experience in leading retention and customer experience teams, including managing external agencies.

• Strong commercial judgment with the ability to maintain profit margins.

• Customer-centric understanding of retention drivers.

• Excellent cultural alignment with the company's stated values.

• Enthusiasm for scaling the company and collaborating closely with the founder.

🏝️ Benefits

• Performance bonus of 15-20% of base salary after the trial period.

• Fully remote work environment.

• Direct opportunity to work with the founder.

• Chance to significantly contribute to the growth of a fast-expanding company.

• Lean, senior team atmosphere allowing for substantial individual impact.