Head of Retention

PUCK; Netherlands; Remote; EUR 150,000 - 190,000; Full time

Benefits offered by this job

Direct line to founder

Path to COO

Executive coach

Leadership development budget

Competitive base salary + bonus

Generous time off

Remote from NL or UK

Job summary

PUCK is seeking an executive to lead delivery and client services as it scales from a fast-growing agency. You will own the delivery across retention and design, shaping how work flows through pods and how teams are structured. You will build and mentor senior leaders who will grow 40+ staff under you.

You will sit in hard client meetings, own accountability, and guide portfolio retention with the founder. You will determine AI adoption within workflows and influence senior hiring to support

Qualifications

• Experience leading other leaders, not just individual contributors.
• Ran delivery or client services at a growing agency (40+ to 70+ staff).
• Able to handle hard client meetings, take responsibility, and retain accounts.
• Built systems and processes rather than firefighting.
• Deep knowledge of retention and CRM to differentiate good vs great work.

Responsibilities

• Oversee delivery across Retention and Design: uphold quality, maintain playbooks, and manage workflow through pods.
• Manage three to six team leads and 40+ staff; develop leaders who develop their teams.
• Own client relationships and first escalations; ensure issues are resolved at the right level.
• Drive portfolio retention and reduce churn with metrics set with the founder.
• Define how AI integrates into the workflow and determine what should be automated or kept manual.
• Lead senior hiring with a voice in company growth.

Skills

Leadership

Delivery leadership

Client relationships

CRM/Retention

AI in workflow

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