Head of Retention

This DTC skincare device brand is scaling toward $200M+ in revenue, and subscription has just become their top strategic priority. Right now, retention doesn't have a dedicated owner: it's handled part-time within the general marketing team, alongside an external agency. They're hiring a Head of Retention to build the function from the ground up: owning subscription lifecycle strategy, directing the retention agency, and working directly with the Head of Growth to shape front-end offer architecture. This is a fully remote, full-time role. WHAT’S IN IT FOR YOUBuild the retention function from scratch, with real authority over strategy and executionWork directly with the Head of Growth and Co-FounderSubscription is the company's top priority, so your work gets real visibility and resourcesAs the company scales, your role is expected to grow into a bigger leadership positionPerformance bonuses tied to your results WHAT YOU’RE GETTING INTOOwn subscription lifecycle strategy end to end: onboarding, churn prevention, win-backBuild and iterate cancel-save flows and churn intervention sequencesDirect the retention agency on email and SMS strategy and executionDrive the loyalty programme, from strategy through day-to-day executionMonitor cohort health weekly, catching issues before they turn into churnPartner with the Head of Growth on subscription offers, pricing, and bundles, including A/B testingOwn the retention reporting stack and present results weekly to the founders WHO YOU AREYou have 3+ years of experience in CRM, lifecycle, or retention at a subscription-first D2C brandYou're deeply hands-on in Klaviyo: flows, segmentation, deliverability, and reportingYou’re comfortable running Attentive or a similar SMS platform independentlyYou've improved subscription metrics before, whether that's uptake, LTV, AOV, or churn.You've managed or directed an external agency and know how to get real output from one.You're fluent in LTV, AOV, NCPA, and cohort analysis, and you turn that data into strategy, not just reports.