Head of Retention & CX, DTC Ecommerce

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

📋 Description

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

• Aim to reduce churn, enhance lifetime value, and elevate overall customer experience.

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

• Develop and test save offers, as well as flows for skipping, swapping, pausing, and win-back initiatives.

• Direct email and SMS strategies, overseeing the retention agency’s calendar, flows, targets, and outcomes.

• Create lifecycle journeys that include welcome messages, post-purchase communications, replenishment reminders, cross-sell opportunities, win-back strategies, and VIP flows.

• Analyze and enhance the complete post-purchase experience.

• Implement a loyalty, referral, or VIP program when supported by data.

• Lead the customer experience team and establish customer service policies.

• Report on cohort retention and lifetime value monthly against targets, identifying key levers for improvement.

• Maintain weekly reporting on subscription metrics, churn, MRR, and save rates by brand.

• Oversee lifecycle calendars, flow testing, list health, deliverability, sales, and launch campaigns.

• Deliver at least one post-purchase improvement each month.

• Manage the Customer Experience Manager and oversee weekly CX KPI scorecards.

• Monitor 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

• Must be fully remote and based outside the US.

• Proficient in English.

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

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

• Experience in scaling a subscription program with expertise in churn management, saves, cohorts, and MRR.

• Proficient in building email and SMS programs using Klaviyo or a similar platform.

• Extensive hands-on experience with Klaviyo or a comparable tool and Loop or a similar subscription platform.

• Strong analytical skills to interpret cohort, lifetime value, and churn data.

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

• Proven experience in leading a retention and customer experience team.

• Experience in managing agencies through defined KPIs and objectives.

• Strong commercial judgment with the ability to safeguard margins.

• Customer-centric understanding of retention drivers.

• Excellent cultural fit aligned with the organization's stated values.

• Proficient English language skills.

🏝️ Benefits

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

• 100% remote work opportunity.

• Flexible and dynamic work environment.

• Direct collaboration with the founder/CEO.

• Significant impact and ownership within a growing company.