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About the Role

Own retention A-Z to fuel the growth to 9-figures. This role drives lower churn, significantly higher lifetime value, and a better customer experience across the board. Success is measured by lower churn, stronger retention, much higher lifetime value, more revenue from email and SMS, and happier customers.

Responsibilities

Own the subscription program for both brands, including offers, cadence, bundles, customer portal, and cancellation flow.
Build and test save offers, skip, swap, and pause options, and win-back flows to reduce churn.
Own email and SMS strategy for both brands, managing the retention agency's calendar, flows, targets, and results.
Build the lifecycle journey from first order to loyal customer, including welcome, post-purchase, replenishment, cross-sell, win-back, and VIP flows.
Map and improve the full post-purchase journey.
Run a loyalty, referral, or VIP program if the numbers support it.
Lead the customer experience team and set customer service policy that protects both the customer and the margin.
Report cohort retention and lifetime value against target every month, identifying the biggest levers.
Keep at least one save or retention test live every week.
Grow the share of new customers who subscribe.
Report subscribers, MRR, churn, and save rate by brand every week.
Manage the retention agency, keeping the calendar live and flows in testing.
Ensure list health and deliverability are strong.
Plan sale and launch campaigns with the Head of Growth and the Head of Brand & Community.
Ship at least one post-purchase improvement every month.
Use cancellation reasons, reviews, surveys, and support contact reasons to identify and fix the cause of customer churn.
Lead the Customer Experience Manager.
Own the weekly CX KPI scorecard (CSAT, first response time, AI resolution rate, refund rate, and chargebacks).
Grow 4- and 5-star reviews.
Track cohort retention, repeat purchase rate, and lifetime value by brand and channel.
Report retention KPIs weekly.
Run a monthly retention review with the CEO.
Write the retention playbook as SOPs.

Requirements

5-6+ years in retention or lifecycle at DTC brands.
Experience leading retention at a subscription brand doing $30-50M+ a year (ideally nine figures).
Grown a subscription program and understand churn, saves, cohorts, and MRR.
Built email and SMS programs (Klaviyo or similar) that drive a large share of revenue without burning the list.
Deep hands-on experience with Klaviyo (or similar) and Loop (or a similar subscription platform).
Ability to read cohort, lifetime value, and churn data quickly and identify levers that move the numbers.
Experience running clear tests on offers, flows, and save tactics, and reading results honestly.
Experience leading a retention and customer experience team, including managing agencies, through KPIs and goals.
Commercial judgment to protect margin and know when a discount or save offer earns its cost.
Customer obsessed, understanding why customers stay or leave and fixing the cause.
Excellent cultural fit as per company values.
Excited to play a big role in scaling the company and work closely with the founder.
Fluent in English.
Based outside the US.

Skills

Retention Marketing
Lifecycle Marketing
Subscription Management
Email Marketing
SMS Marketing
Customer Experience Management
Klaviyo
Loop
Data Analysis
A/B Testing
Agency Management
Commercial Acumen
Customer Obsession

Location

Remote (based outside the US)

Work Type

Fully remote

Experience Level

Senior
5-6+ years

Salary/Compensations

USD $115,000 to $145,000 a year
Performance bonus of 15-20% of base after the trial period

About the Company

Profitable DTC brand selling premium pet products.
Sells across Shopify, Amazon, and Chewy.
One of the fastest-growing brands in the pet space.
Achieved $50M+ in annual revenue and scaling to $100M+.
Recently launched a second brand, expanding into a new customer base.
100% remote, lean, senior team that moves fast.
Every person has a massive impact on the business.
Culture is driven by a genuine will-to-win, creativity, data-driven decisions, and four core values: Better Everyday, Speed Is King, Work Smart, and Overdeliver.
Not a stress-free corporate 9–5 job; offers challenges, direct work with the founder, and a significant role in scaling.