Chief Retention & CX Officer, DTC Ecommerce

KittySpout; Dublin; Remote; EUR 103,000 - 130,000; Full time

Job summary

KittySpout is seeking a retention leader to own the end-to-end lifecycle for two DTC brands, driving lower churn, higher lifetime value, and an improved customer experience. You will own subscription programs, flows, and the email/SMS strategy, partnering with the founder to scale to $100M+.

You will build win-back flows, manage the retention agency, and lead the CX team using Klaviyo and Loop to push revenue through data-driven tests.

Qualifications

• Retention leadership at DTC brands with subscription experience.
• Lifecycle marketing and email/SMS expertise.
• Proficiency in Klaviyo and Loop or similar platforms.
• Strong analytical and testing discipline to move metrics.

Responsibilities

• Own the subscription program and retention flows across brands.
• Lead email and SMS strategy and manage the retention agency.
• Build lifecycle journeys from welcome to VIP and win-back.
• Report KPIs and maintain proactive retention playbooks.
• Lead CX initiatives and protect margin while driving growth.

Skills

Retention leadership

Subscription expertise

Lifecycle marketing

Analytics

Testing discipline

Leadership

Commercial judgement

Customer obsession

Strategic thinking

Tools

Klaviyo

Loop

Job description

KittySpout is seeking a retention leader to own the end-to-end lifecycle for two DTC brands, driving lower churn, higher lifetime value, and an improved customer experience. You will own subscription programs, flows, and the email/SMS strategy, partnering with the founder to scale to $100M+.

You will build win-back flows, manage the retention agency, and lead the CX team using Klaviyo and Loop to push revenue through data-driven tests.