Remote Growth Lead: Retention & Customer Experience

KittySpout; Amsterdam; À distance; EUR 103 000 - 130 000; Plein temps

Résumé du poste

KittySpout is seeking a retention leadership expert to own and optimize lifecycle programs across two brands. You’ll drive churn reduction, improve lifetime value, and increase revenue from email and SMS, all while shaping the customer experience at a fast-growing, fully remote company.

You will work directly with the founder, building scalable retention flows, testing offers, and leading a small CX team to protect margins and deliver strong KPIs.

Qualifications

• 5–6+ years in retention or lifecycle at DTC brands, including leading retention at a subscription brand doing $30–50M+ yearly.
• Proven track record growing a subscription program, understanding churn, saves, cohorts and MRR.
• Experience building email and SMS programs that drive revenue without overusing the list.
• Hands-on with Klaviyo (or similar) and Loop (or similar subscription platforms).

Responsabilités

• Own the subscription program for both brands, including offers, cadence and flow ownership.
• Build and test save offers, skip, swap and pause options and win-back flows to cut churn.
• Direct email and SMS strategy for both brands and manage retention agency calendars and results.
• Lead lifecycle journeys from first order to loyal customer across welcome, post-purchase, replenishment and loyalty flows.
• Report cohort retention and lifetime value monthly and identify the biggest levers.
• Lead the customer experience team and set customer service policy to protect margin and delight customers.

Connaissances

Retention leadership

Lifecycle marketing

Data-driven decision making

Klaviyo

Email and SMS strategy

Team leadership

Outils

Klaviyo

Loop

Description du poste

KittySpout is seeking a retention leadership expert to own and optimize lifecycle programs across two brands. You’ll drive churn reduction, improve lifetime value, and increase revenue from email and SMS, all while shaping the customer experience at a fast-growing, fully remote company.

You will work directly with the founder, building scalable retention flows, testing offers, and leading a small CX team to protect margins and deliver strong KPIs.