VP, Retention, LTV

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

📋 Description

• Take ownership of long-term customer Lifetime Value (LTV) as your primary KPI, formulating lifecycle and retention strategies to enhance it.

• Implement personalization and segmentation effectively, ensuring that the appropriate message reaches the right customer at the optimal time by default.

• Integrate AI into workflows, reporting, and creative processes to amplify team productivity without increasing headcount.

• Manage and mentor a team of three (Director of Subscriber Experience, Senior Manager of Lifecycle & Retention, and Manager of Lifecycle & Retention), elevating standards for their responsibilities and operations.

• Experiment with and expand new one-to-one communication channels — including Direct Mail, Instagram DM, and WhatsApp — extending beyond email and SMS.

• Collaborate closely with Ecommerce, Customer Experience (CX), Performance, and Brand teams as the unified voice of LTV across functions.

• Assist the Director of Subscriber Experience in advancing loyalty/membership and subscription strategies — serving as a strategic partner and facilitator in tackling cancel-flow and save-strategy initiatives.

⛳️ Requirements

• Possesses over 12 years of experience in retention, lifecycle, loyalty, or subscriber marketing, with at least 5 years in leadership roles, including supervising at least one Director-level direct report.

• Has served as a senior leader (VP, Senior Director, or equivalent) in a rapidly growing subscription direct-to-consumer (DTC) organization.

• Maintains a measurable record of positively impacting a primary LTV or retention metric on a large scale.

• Is well-versed in subscription mechanics (SKIO, Recharge, Ordergroove) and has hands-on experience with Klaviyo/Postscript.

• Has applied AI in operational settings — not just in experimental phases — to automate workflows, reporting, or personalization efforts.

• Has overseen a team that developed or expanded a loyalty/membership program and understands the key elements of effective program design, economics, and benefits.

🏝️ Benefits

• Health insurance

• Generous paid time off (PTO)

• Complimentary Grüns subscriptions

• Comprehensive benefits package

• Extensive benefits coverage for you and your family