Head of Retention

PUCK; Amsterdam; Remote; GBP 120,000 - 180,000; Full time

Benefits offered by this job

Executive coaching

Leadership development budget

Remote work across Europe

In-person time in Amsterdam whenNeeded

Job summary

OKTOBER runs email and retention marketing for 50+ Shopify scale-ups from Amsterdam, with a remote team across Europe. The founder remains head of delivery, and this hire changes that.

You will run delivery across retention and design, develop the leads, and manage client relationships at scale while shaping how AI is integrated into the workflow. You’ll also contribute to senior hiring as the company grows toward a COO path.

Qualifications

• Experience leading other leaders and managing large teams.
• Experience delivering for an agency during rapid growth.
• Ability to handle high-stakes client meetings and escalation.
• Proven ability to build scalable processes and systems.
• Strong knowledge of retention and CRM strategies.

Responsibilities

• Oversee delivery across retention and design, upholding quality and playbooks.
• Manage 3–6 team leads and 40+ staff, developing leaders and their teams.
• Own client relationships and ensure issues are resolved at the first contact.
• Drive portfolio retention and set churn-reduction goals with the founder.
• Determine where AI fits into the workflow and what it should replace.
• Lead senior hiring with influence on company growth and structure.

Skills

Leadership

Delivery leadership

Client relationships

CRM & retention

Job description

The founder is still the head of delivery. This hire changes that.

OKTOBER runs email and retention marketing for 50+ Shopify scale-ups from Amsterdam, with a remote team across Europe. The team has more than doubled in a few months and every escalation still lands on the founder's desk. You take that desk.

What you'll run

• Delivery across Retention and Design: the quality bar, the playbooks, and how work moves through the pods
• Three to six team leads, and through them 40+ people. You develop the leads, they develop their teams
• Client relationships and first escalations, so each kind of problem only reaches you once
• Portfolio retention and churn, with goals set alongside the founder
• Where AI enters the workflow, and what it should and shouldn't replace
• Senior hiring, with a real say in how the company grows

This will feel right a fit it if...

• You have led other leaders, not just a team of doers
• You have run delivery or client services across a whole agency while it was growing fast, ideally from around 40 people towards 70 and beyond
• You can sit in a hard client meeting, take responsibility and keep the account
• You build the system rather than firefight: there are processes still running today that you put in
• You know retention and CRM well enough to tell good work from great.

What's on offer

• A direct line to the founder and genuine authority over your team's structure
• The clearest path to COO that Oktober can offer
• An executive coach and a leadership development budget
• Competitive base salary plus a performance bonus, and generous time off
• Remote from the Netherlands or the UK, in-person time in Amsterdam when needed