Retention Manager

📈 Head of Retention IEHR023Own retention. Own LTV. Own the subscriber lifecycle.Words from the CEO: BRD Holding Team, Growth, and Culture Job SnapshotEvery subscriber who stays longer creates more value.This role exists to increase customer retention and lifetime value by owning the subscriber experience from first rebill through renewal, cancellation, retention, and expansion.You won't simply manage email flows or cancellation offers.You will own the business outcome that determines whether customers continue buying—and why. About the CompanyWe're a fast-growing pet eCommerce brand dedicated to helping pet owners give their dogs healthier, happier lives through high-quality products and exceptional customer experiences.As a subscription-led business, acquiring customers is only the beginning. Long-term growth comes from creating an experience that keeps customers engaged, builds trust over time, and gives them compelling reasons to stay.We move quickly, make decisions based on data, and believe retention is one of the most powerful drivers of sustainable growth. This role exists to make customer retention an accountable business function—not a collection of disconnected campaigns or reactive save efforts. The Role OverviewThis role exists to improve customer retention and increase lifetime valueby diagnosing why customers churn,building and executing retention strategies across marketing and customer support,and ensuring every retention initiative produces measurable commercial impact.You will own retention strategy end-to-end—not just reporting on retention.If retention improves, you'll know exactly why.If it declines, you'll already have a plan. Responsibilities (Outcome-Based)You will be accountable for:Owning retention rate and customer lifetime value across the subscriber lifecycleBuilding and executing retention initiatives across lifecycle marketing, cancellation flows, and customer supportIdentifying churn drivers using cohort, lifecycle, and behavioral data—not assumptionsLeading cross-functional retention execution across Marketing and Customer Service teamsOptimizing cancellation experiences and save offers while protecting business profitabilityDriving proactive lifecycle communication that reduces churn before customers attempt to cancelIdentifying opportunities to increase retained customer value through upsells, cross-sells, and expansion initiativesOwning retention reporting, diagnosis, forecasting, and executive recommendationsThis is ownership of business outcomes—not ownership of campaigns. What Success Looks LikeYou're winning in this role when:Customer retention consistently improves month over monthLifetime value increases across key customer cohortsChurn drivers are clearly identified and addressed before they become larger problemsSave rates improve without relying on excessive discounting or margin erosionLeadership always understands why retention metrics are movingMarketing and Customer Service execute retention initiatives with clear direction and accountabilityRetained customers generate more long-term value—not just longer subscriptions Required ExperienceSeniority Level: SeniorThis role requires commercial judgment, strategic thinking, and operational leadership.You'll likely have:Experience owning customer retention, CRM, lifecycle marketing, subscription growth, or customer success strategyStrong analytical ability with confidence interpreting retention, churn, cohort, and LTV dataExperience leading cross-functional initiatives across multiple departmentsA track record of improving measurable retention or recurring revenue outcomesConfidence making decisions independently and prioritizing high-impact workWe're looking for someone who owns numbers—not someone who reports on them. Tools / EnvironmentYou'll work across systems such as:CRM platformsEmail and lifecycle marketing platformsCustomer support systemsSubscription management platformsAnalytics and BI toolsReporting dashboardsSpecific software matters less than your ability to use data to improve business performance. Work EnvironmentFast-movingHighly analyticalOutcome-drivenCross-functional collaborationHigh ownershipMinimal bureaucracySignificant autonomy with clear accountabilityYou'll have the freedom to decide how retention improves—but complete ownership of whether it does. Compensation & BenefitsMonthly Compensation: $4.000 - $8,000 per month, based on the candidate's experience and skill set.Benefits discussed during the interview processOpportunity to shape one of the company's most important commercial functions Hiring ProcessApplication ReviewInterview (Commercial Thinking & Ownership)Practical Case Study / Strategy ExerciseFinal InterviewOfferWe value speed, clarity, and respect for candidates' time. Who Thrives HereYou'll thrive if you:Think in business outcomes instead of marketing activitiesNaturally ask "why" when metrics changeLove solving complex customer behavior problemsPrefer ownership over oversightBalance commercial thinking with customer experienceEnjoy making decisions backed by data Who Will StruggleThis role is not a fit if you:Prefer executing tasks rather than owning outcomesRely on assumptions instead of dataNeed constant direction or approvalFocus on activity instead of measurable business impactOptimize metrics without considering profitability Application CTAIf you're excited to own customer retention, increase lifetime value, and become the person accountable for one of the company's most important growth levers:👉 Apply here:https://forms.gle/kS3VttdtU7RNuRUz9 We're not hiring someone to manage retention campaigns.We're hiring the owner of customer retention and lifetime value. Please note: Due to the volume of applications received, only shortlisted candidates will be contacted.