Remote Retention & CX Lead - DTC Ecommerce

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

Résumé du poste

KittySpout is seeking a senior Retention and Lifecycle leader to drive growth across two DTC brands. You will own subscription programs, optimize churn and LTV, and lead email/SMS initiatives to maximize revenue from retention.

You will work remotely from outside the US, collaborating directly with the founder and a lean, fast-moving team. A strong track record in subscription businesses and a customer-centric approach are essential for success.

Qualifications

• 5–6+ years in retention or lifecycle leadership at DTC brands.
• Experience growing a subscription program and managing churn, saves and MRR.
• Ability to lead a retention and CX team and collaborate with agencies.

Responsabilités

• 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 to cut churn.
• Own email and SMS strategy, manage retention agency calendar, flows and targets.
• Develop lifecycle journeys from first order to loyal customer: welcome, post-purchase, replenishment, cross-sell, win-back and VIP flows.
• Lead the customer experience team, set policy and drive 4- and 5-star reviews.

Connaissances

Retention leadership

Lifecycle marketing

Analytics & data-driven

Klaviyo

Loop (subscription platform)

Testing discipline

Leadership

Commercial judgement

Customer-centric

Outils

Klaviyo

Loop

Description du poste

KittySpout is seeking a senior Retention and Lifecycle leader to drive growth across two DTC brands. You will own subscription programs, optimize churn and LTV, and lead email/SMS initiatives to maximize revenue from retention.

You will work remotely from outside the US, collaborating directly with the founder and a lean, fast-moving team. A strong track record in subscription businesses and a customer-centric approach are essential for success.