Head of Retention & Customer Value

Cocunat; Barcelona; Hybrid; EUR 90,000 - 130,000; Full time

Benefits offered by this job

Flexible schedule

Work from home

Medical insurance

Product discounts

Pet-friendly office

Job summary

COCUNAT in Barcelona is building a high-impact Retention function from scratch to drive recurring revenue. You will lead a cross-functional team across BI, Customer Experience and Operations, shaping strategy and implementing experiments in pricing, journeys and loyalty.

Fluent English is required; Spanish is valued. This leadership role offers a flexible schedule with work-from-home options and a strong growth trajectory for the department and company.

Qualifications

• 6+ years in retention, CRM, lifecycle or growth.
• Experience leading teams and defining growth strategy.
• Strong analytical mindset with experimentation and cohort analysis.

Responsibilities

• Define and optimize lifecycle strategy with measurable impact.
• Drive recurring revenue growth and reduce churn.
• Lead experiments on pricing, bundles and promotions.
• Build scalable retention processes and analytics.

Skills

Retention

CRM

Lifecycle

Growth

Analytics

Tools

Klaviyo

Braze

Salesforce Marketing Cloud

Customer.io

AI tools

Job description

Introduction

At COCUNAT, we're building our Retention department from scratch.

We're not looking for someone to manage email campaigns. We're looking for someone to own one of the company's most important growth levers: Recurrent Revenue.

Your mission will be to transform customer behaviour into profitable growth through experimentation, analysis and automation, while building the team, systems and operating model that will make the function scalable.

We're looking for someone obsessed with uncovering growth opportunities where others don't see them—and with the ability to turn those opportunities into a high-performing department.

The challenge

This department is being created now. You won't inherit an established machine—you'll build it.

You'll lead a team from day one, shape three strategic areas and own one of the company's key growth objectives.

Your responsibilities

Business & Customer Value

You'll define and optimize the entire customer lifecycle strategy while owning its business impact.

• Drive subscription growth, increase recurring revenue and reduce churn.
• Improve repeat purchase, cross-sell, upsell and winback performance.
• Develop lead-to-first-purchase initiatives.
• Define promotions, discount strategy, pricing, bundles and personalization to maximize customer value.
• Build the annual business plan, defining objectives, investment priorities and expected return.

Business Intelligence

Your role is to understand what is happening with our customers—and why.

You'll continuously analyse customer behaviour, cohorts and segmentation to identify opportunities that drive measurable business growth.

We are not looking for someone who simply monitors dashboards. We want someone who uncovers opportunities others don't see and knows how to quantify their impact before turning them into action.

Experimentation

Experimentation will be at the core of your work.

You'll continuously test pricing, bundles, promotions, lifecycle journeys, CRM flows, subscriptions, loyalty initiatives, personalization, cross-sell and upsell strategies.

Every decision should follow the same logic:

Data → Behaviour → Insight → Action → Revenue Growth

Customer Relationship & Experience

Retention goes far beyond CRM.

You'll own the relationship with our customers across their entire lifecycle.

• Turn customer feedback, NPS, surveys and reviews into actionable business improvements.
• Improve onboarding and customer education.
• Develop loyalty and referral initiatives.
• Ensure customer experience becomes a competitive advantage.

Team & Scalability

This is a leadership role.

You'll be measured not only by business results, but also by the team and department you build.

• Lead and develop the Retention function across Business Intelligence, Customer Experience and Operations.
• Integrate Customer Care into the department.
• Define team growth, hiring priorities and automation opportunities.
• Manage the department's budget and technology investments.
• Drive AI adoption and scalable processes.
• Work closely with Growth, Product, Data, Technology, Finance, Retail, Brand and Customer Care.

Your profile

We're looking for someone obsessed with understanding customer behaviour—and capable of turning that obsession into sustainable business growth.

Someone who:

• Thinks in systems, not campaigns.
• Asks "What customer behaviour should we change?" instead of "What email should we send?"
• Celebrates profitable growth, not vanity metrics.
• Validates ideas through experimentation.
• Enjoys building teams as much as building strategies.
• Loves discovering growth opportunities hidden inside customer data.

Ideal experience

• 6+ years in Retention, CRM, Lifecycle or Growth within digital businesses.
• Experience leading teams.
• Proven success increasing LTV, customer retention and recurring revenue.
• Strong analytical mindset with experience in experimentation, cohort analysis and segmentation.
• Ability to translate business performance into strategic decisions and business plans.
• Experience with CRM and Marketing Automation platforms such as Klaviyo, Braze, Salesforce Marketing Cloud, Customer.io or similar.
• Familiarity with AI and data tools.
• Experience with subscription or recurring revenue businesses is highly valued.
• International experience is a plus.
• Fluent English. Spanish is highly valued.

Why us?

Benefits

• In COCUNAT, we want you to be happy. You will have a flexible schedule and the possibility to work from home to find your personal work-life balance. We really reconcile!!

• You can really make the difference as any good idea can shape the future and the success of the company.

• Excellent Medical insurance.

• Product Discounts.

• Free coffee and chocolate!

• Casual & Pet-friendly office environment. You can bring your pet to the office every day.

• International environment more than 10 nationalities.

• No politics or bureaucracy. Only a great environment for you to achieve your best work :-)

• Office based in Barcelona city center, Sant Gervasi.

• Work in a company that you will be proud of.

Values

• People First: We believe that prioritizing people's well-being helps us work better and achieve stronger results.

• Diversity: We foster an inclusive culture where everyone feels genuinely welcome, valued, and empowered to bring their best self forward.

• Dynamism: We're a young startup with a fast-paced and agile work environment, so you'll always be engaged in exciting new challenges.

• Sustainability: We're always thinking about how we can help the planet — that's why all ideas are welcome.