Junior Subscription and Retention Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist in the daily management and enhancement of the subscription program.

• Execute subscription offers, promotions, incentives, and campaigns focused on subscribers.

• Track subscription activities and pinpoint operational issues that impact the subscriber experience.

• Review the Members Portal and the subscription management experience to discover areas for improvement and friction points.

• Oversee skips, pauses, frequency modifications, product additions, and cancellations.

• Perform quality assurance testing for subscription promotions, incentives, and changes visible to customers.

• Collaborate with internal teams to coordinate subscription modifications, offers, and communications.

• Keep subscription documentation, campaign calendars, and project schedules up to date.

• Implement initiatives aimed at preventing cancellations, as well as managing skip and pause options and winback campaigns.

• Analyze cancellation patterns, subscriber behaviors, and customer feedback to uncover reasons for churn.

• Aid in onboarding, increase first-to-second rebill conversion, renewals, and ongoing product usage efforts.

• Design and carry out A/B tests and retention experiments throughout the subscriber journey.

• Document hypotheses for tests, objectives, success metrics, results, and recommendations.

• Coordinate subscription-related email and SMS communications with the Lifecycle Marketing team.

• Manage communication calendars for subscribers, renewal reminders, educational content, and promotional messaging.

• Maintain regular reports and dashboards that track subscriber activities and subscription performance.

• Track metrics such as active subscribers, cancellations, churn, pause rates, retention, winback performance, rebill success, reactivation, AOV, LTV, and subscription growth and decline.

• Conduct cohort analysis on subscribers and examine unusual performance trends.

• Convert data into actionable insights, hypotheses, and recommendations for retention.

• Work alongside Lifecycle Marketing, Development, Business Intelligence, Customer Experience, and Finance teams.

• Resolve subscription-related issues and coordinate solutions.

• Report on project progress, roadblocks, and performance insights through to resolution.

⛳️ Requirements

• Around 3-5 years of experience in ecommerce, digital marketing, lifecycle marketing, customer retention, subscriptions, marketing operations, or a similar field.

• Strong analytical abilities and a keen interest in understanding customer behavior and business performance.

• Proficient in utilizing spreadsheets, reports, and performance metrics.

• Exceptional attention to detail with the capacity to manage multiple tasks and deadlines.

• Excellent written and verbal communication skills.

• A proactive and inquisitive mindset that enables problem investigation, pattern identification, thoughtful questioning, and challenging of assumptions.

• Capability to adhere to established processes while spotting enhancement opportunities.

• Willingness to take ownership of assigned tasks and ensure follow-through from investigation to resolution.

• Comfortable working independently as well as collaborating with a distributed remote team.

• Experience with direct-to-consumer (DTC), consumer packaged goods (CPG), ecommerce, or subscription-based businesses.

• Familiarity with Klaviyo or other email and SMS marketing platforms.

• Knowledge of subscription management platforms or custom-built subscription environments.

• Basic understanding of subscription economics and metrics, including first-rebill retention, rebill success, churn, customer lifetime value, and repeat purchase behavior.

• Proficient in Google Sheets, Excel, Google Analytics, or reporting dashboards.

• Exposure to marketing automation, customer segmentation, A/B testing, or campaign performance reporting.

• Familiarity with cohort analysis, customer journey mapping, quality assurance testing, or customer experience optimization.

🏝️ Benefits

• Remote work opportunity within the United States.

• Direct mentorship and development under a seasoned subscription and retention expert.

• Opportunities to take charge of projects, enhance analytical skills, and drive measurable business improvements.

• Hands-on involvement in subscription growth, retention analytics, customer lifecycle marketing, and ecommerce.

• A collaborative, fast-paced environment that encourages innovative ideas and continuous improvement.

• Competitive compensation and benefits that align with the role and experience level.