Head of Retention, DTC Subscription

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

📋 Description

• Take full ownership of retention strategies from A-Z across both brands, encompassing subscriptions, email and SMS communications, post-purchase experiences, and overall customer interactions.

• Manage the subscription program, which includes crafting offers, scheduling cadence, creating bundles, overseeing the customer portal, and handling cancellation processes.

• Develop and evaluate save offers, as well as workflows for skipping, swapping, pausing, and win-back initiatives to minimize churn.

• Direct the email and SMS strategy and coordinate the retention agency’s calendar, workflows, targets, and performance outcomes.

• Create lifecycle journeys that incorporate welcome sequences, post-purchase follow-ups, replenishment reminders, cross-selling opportunities, win-back campaigns, and VIP experiences.

• Analyze and enhance the entire post-purchase journey.

• Implement a loyalty, referral, or VIP program, contingent on supportive metrics.

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

• Report on cohort retention and lifetime value in relation to targets on a monthly basis.

• Monitor key metrics such as subscriptions, MRR, churn, save rates, cohort retention, repeat purchase rates, lifetime value, email/SMS revenue, CSAT, response times, refund rates, chargebacks, and customer reviews.

• Conduct weekly retention KPI reporting and monthly retention assessments with the CEO.

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

⛳️ Requirements

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

• Proficient in English.

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

• Experience leading retention efforts at a subscription brand generating $30-50M+ annually, preferably in the nine-figure range.

• Proven track record in growing a subscription program with extensive knowledge of churn, saves, cohorts, and MRR.

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

• In-depth practical experience with Klaviyo or similar tools and Loop or an equivalent subscription platform.

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

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

• Experience in leading a retention and customer experience team, including agency management.

• Commercial acumen to safeguard profit margins and evaluate the costs of discounts or save offers.

• A customer-centric understanding of retention factors.

• Excellent alignment with the company's values and culture.

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

🏝️ Benefits

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

• 100% remote work opportunity.

• Chance to work directly with the founder.

• Potential to play a significant role in the growth of a rapidly expanding company.