Head of Retention & Lifecycle, DTC Subscriptions

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

Job summary

KittySpout is seeking a retention and lifecycle leader to own subscription programs across brands, drive churn reduction, and lift lifetime value. You will manage email/SMS programs (Klaviyo or similar) and oversee a retention agency, while shaping the customer experience to maximize profitability.

You will lead a small, high-skill team remotely, use data to uncover levers, and collaborate closely with the founder to scale a fast-growing DTC brand beyond $100M in revenue.

Qualifications

• 5-6+ years in retention or lifecycle at DTC brands, including leading retention at a subscription brand doing $30-50M+ a year.

Responsibilities

• Own the subscription program for both brands, including offers, cadence, bundles, the customer portal and the cancellation flow.
• Build and test save offers, skip, swap and pause options, and win-back flows to cut churn.
• Own email and SMS strategy for both brands, manage the retention agency's calendar, flows and targets.
• Build the lifecycle journey from first order to loyal customer: welcome, post-purchase, replenishment, cross-sell, win-back and VIP flows.
• Map and improve the full post-purchase journey and explore loyalty initiatives if numbers support it.
• Lead the customer experience team and set CS policy that protects both the customer and the margin.

Skills

Retention leadership

Lifecycle marketing

Analytical skills

Leadership

Commercial judgement

Customer obsession

Testing discipline

Tools

Klaviyo

Loop

Job description

KittySpout is seeking a retention and lifecycle leader to own subscription programs across brands, drive churn reduction, and lift lifetime value. You will manage email/SMS programs (Klaviyo or similar) and oversee a retention agency, while shaping the customer experience to maximize profitability.

You will lead a small, high-skill team remotely, use data to uncover levers, and collaborate closely with the founder to scale a fast-growing DTC brand beyond $100M in revenue.