Head of Retention – US Market Experience Required

This is a fully remote position, open to applicants in Argentina, +5 more countries.

📋 Description

• Take charge of the complete post-purchase strategy and implementation for the US market.

• Collaborate with current partners to leverage successful practices and determine areas that require internal development.

• Gradually transition the retention function entirely in-house.

• Work closely with the CEO, Head of CRO, and Head of Marketing to devise strategies for retention, post-purchase processes, LTV enhancement, reactivation, and offer sequencing.

• Create email and SMS workflows, reactivation sequences, win-back initiatives, loyalty programs, and strategies for subscription retention.

• Identify retention possibilities based on product lines, customer segments, and purchasing behavior utilizing US performance data.

• Contribute to the strategy surrounding offers and bundles, which includes packaging, pricing, and sequencing.

• Collaborate with the Head of CRO to enhance post-purchase page experiences and conduct upsell flow tests.

• Oversee current partner relationships and develop a plan for transitioning the function in-house.

• Provide briefs and collaborate with developers to implement retention processes, automations, and tools.

• Work alongside copywriters on email sequences, SMS initiatives, post-purchase communication, and reactivation content.

• Coordinate with the Customer Service team regarding order communications, handling delays, and transitioning within retention workflows.

• Manage and optimize the retention technology stack, ensuring integrations and platforms are effectively maintained.

• Develop and maintain Standard Operating Procedures (SOPs) for retention execution.

• Establish and oversee KPI reporting that includes metrics such as LTV, repeat purchase rate, churn, flow performance, CSAT, resolution rate, and chargeback win rate.

• Report on retention performance to the CEO and performance team, providing clear analysis and recommendations.

• Analyze customer behavior, post-purchase drop-off rates, and complaint trends to enhance strategy and execution.

• Monitor the progress of the in-house transition and uphold the roadmap to address capability gaps.

⛳️ Requirements

• Demonstrated experience managing retention for a US DTC or e-commerce brand, including the development or management of post-purchase workflows, email/SMS programs, or LTV strategies that have significantly impacted a US customer base.

• Strong ability to operate cross-functionally across both strategic and executional aspects.

• Comprehensive understanding of the entire US retention ecosystem, including workflows, segmentation, copywriting, tools, customer service, and associated data.

• Ability to make data-driven decisions using US retention metrics to pinpoint underperformance and prioritize necessary improvements.

• Practical experience with retention and email/SMS platforms like Klaviyo, Loop, or similar, at a configuration level.

• Knowledge of subscription-based DTC models and retention strategies for repeat-purchase consumer categories in the US.

• Familiarity with conversion rate optimization (CRO) principles and testing of post-purchase pages and upsell flows.

• Experience in managing a customer service function in conjunction with retention efforts.

• Background in beauty, wellness, or personal care DTC brands, with a strong comprehension of the US consumer in these sectors.

• Ability to function effectively in both strategic and executional roles.

• Must view customer service and retention as interconnected functions.

🏝️ Benefits

• Competitive salary commensurate with experience.

• Fully remote work environment.

• Access to an established agency foundation, robust cross-functional support, and the essential tools to properly build the function.

• Complete ownership of a high-impact role within a brand poised for significant scale and growth.