Head of Retention – Customer Experience

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

📋 Description

• Take full ownership of retention efforts across subscriptions, email, SMS, the post-purchase journey, and customer experience for both brands.

• Aim to reduce churn, enhance lifetime value, strengthen retention, boost email and SMS revenue, and elevate customer satisfaction.

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

• Develop and test strategies for save offers, skip, swap, pause, and win-back flows.

• Oversee email and SMS strategy 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.

• Enhance the entire post-purchase journey and implement loyalty, referral, or VIP programs backed by data.

• Lead the customer experience team and establish customer service policies that balance customer outcomes with margin considerations.

• Provide monthly reports on cohort retention and lifetime value against targets, identifying key leverage points.

• Weekly reporting on subscribers, MRR, churn, and save rates by brand.

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

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

• Oversee weekly customer experience KPIs, including CSAT, first response time, AI resolution rate, refund rate, and chargebacks.

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

• Conduct monthly retention reviews with the CEO and document the retention playbook as standard operating procedures.

⛳️ Requirements

• Fully remote position, based outside the US.

• Proficiency in English.

• 5-6+ years of experience in retention or lifecycle roles at DTC brands.

• Proven track record in leading retention at a subscription brand generating $30-50M+ annually, ideally at a nine-figure scale.

• Strong background in growing subscription programs with a solid 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 a comparable subscription platform.

• Capability to analyze cohort, lifetime value, and churn data effectively.

• Experience in conducting tests on offers, workflows, and save tactics.

• Proven leadership in retention and customer experience teams, along with managing agencies.

• Commercial acumen to safeguard margin and assess discount or save-offer economics.

• Customer-centric perspective on retention and churn drivers.

• Excellent cultural alignment with the company's values.

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

🏝️ Benefits

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

• 100% remote work opportunity.

• Direct collaboration with the founder.

• High-impact role within a rapidly growing company.

• Work in a lean, senior-team environment free from corporate politics.