Chief Retention & CX Architect - Remote

KittySpout; Ottawa; Remote; CAD 162,000 - 204,000; Full time

Job summary

KittySpout is a fast-growing, 100% remote DTC brand with $50M+ revenue, expanding to $100M+. We’re hiring aRetention Leader to own lifecycle across two brands, drive lower churn, higher LTV, and revenue from email and SMS.

You will champion data-driven, hands-on strategies with Klaviyo and Loop, collaborating directly with the founder. You will manage weekly retention tests, lifecycle programs from welcome to VIP, and partner with agencies to optimize margins while protecting customer

Qualifications

• 5–6+ years in retention or lifecycle at DTC brands.
• Led retention at a subscription brand with $30–50M+ annual revenue.
• Fluent English and strong written communication.
• Hands-on experience with Klaviyo and Loop.
• Data-driven with a testing discipline and outcome focus.

Responsibilities

• Own the subscription program for both brands and manage save/retention tests weekly.
• Lead email and SMS strategy, calendar, and reporting with retained agencies/partners.
• Oversee post-purchase experience and loyalty improvements across journeys.
• Lead CX KPI scorecard, customer service policy, and review management.
• Track cohort retention, repeat purchase, and lifetime value by brand; report weekly.

Skills

Retention Leadership

Lifecycle Marketing

Email & SMS Strategy

Analytics

Testing Discipline

Leadership

Commercial Judgement

Customer obsessed

Cultural fit with values

Tools

Klaviyo

Loop

Job description

KittySpout is a fast-growing, 100% remote DTC brand with $50M+ revenue, expanding to $100M+. We’re hiring aRetention Leader to own lifecycle across two brands, drive lower churn, higher LTV, and revenue from email and SMS.

You will champion data-driven, hands-on strategies with Klaviyo and Loop, collaborating directly with the founder. You will manage weekly retention tests, lifecycle programs from welcome to VIP, and partner with agencies to optimize margins while protecting customer