Head of Retention

Job Summary

Leading the transition of retention functions in-house, the full-time remote Head of Retention will manage post-purchase strategies for the US market, collaborating with cross-functional teams to optimize customer retention and lifetime value.

Key responsibilities

• Developing and executing a US retention strategy in collaboration with the CEO and marketing leads, focusing on post-purchase journeys and customer reactivation
• Managing the implementation of retention flows and tools, ensuring timely execution and alignment with brand voice
• Building and reporting on key performance indicators for retention, identifying areas for improvement based on customer behavior and retention metrics

Required qualifications

• Proven experience in retention management within a US DTC or e-commerce brand, with measurable impact on customer engagement
• Strong cross-functional collaboration skills, capable of engaging with both strategic leaders and execution teams
• Deep understanding of the US retention ecosystem, including flows, segmentation, and customer service integration
• Data-driven decision-making skills, with the ability to analyze and prioritize retention metrics effectively
• Hands-on experience with retention and email/SMS platforms at a configuration level