Head of Retention & Lifecycle Experience

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

Job summary

Expect to lead a team, manage agencies, and report KPI-driven retention metrics weekly. You’ll thrive on experimentation, rapid iteration, and delivering measurable uplift in churn, revenue per recipient, and customer satisfaction.

Qualifications

• 5-6+ years in retention or lifecycle at DTC brands, incl. subscription
• Proven track record growing a subscription program and reducing churn
• Deep hands-on experience with Klaviyo (or similar) and Loop

Responsibilities

• Own the subscription program for both brands, including offers, cadence, bundles, customer portal and cancellation flow
• Build and test save offers, skip, swap and pause options, and win-back flows
• Own email and SMS strategy and manage retention agency calendar, flows and targets
• Develop lifecycle journeys from first order to loyal customer: welcome, post-purchase, replenishment, cross-sell, win-back, VIP flows
• Map and improve post-purchase journey and explore loyalty or VIP programs
• Lead the customer experience team and set CX policy to protect margin and customer satisfaction
• Report cohort retention and lifetime value and name the biggest lever as a monthly KPI

Skills

Retention leadership

Lifecycle marketing

Subscription growth

Email & SMS

Analytics

Testing discipline

Leadership

Commercial judgement

Customer obsession

Tools

Klaviyo

Loop

Job description

Expect to lead a team, manage agencies, and report KPI-driven retention metrics weekly. You’ll thrive on experimentation, rapid iteration, and delivering measurable uplift in churn, revenue per recipient, and customer satisfaction.