Head of Retention

Physician's Choice®

Wheat Ridge (CO)

On-site

USD 150,000 - 230,000

Full time

9 days ago

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Benefits offered by this job

Day one health benefits

401k match up to 4%

Paid maternity and parental leave

$75/month cell phone reimbursement

$100/month in free company product

Free lunch twice a week in Wheat Ridge

Job summary

Physician’s Choice is seeking a Head of Retention to own everything after the first purchase: email, SMS, subscription, loyalty, and the LTV math that makes our acquisition engine profitable.

This P&L-level role requires scale in supplements and a proven track record with numbers, plus deep Klaviyo, SMS, and subscription platform fluency. The position starts hands-on and will build a team as we grow.

Qualifications

6+ years in retention/lifecycle/CRM, with 3+ years owning retention at a DTC supplement or consumable CPG brand doing $50M+ in revenue.
Deep Klaviyo expertise, plus SMS and subscription platform fluency.
Experience building loyalty and referral programs and working with aggressive paid acquisition teams.

Responsibilities

Own subscriber growth, churn, and net revenue retention as your core scorecard.
Build the subscription experience: enrollment offers, cadence management, save flows, win-back.
Set LTV targets by product and cohort, and partner with acquisition to define allowable CAC.
Turn one-time probiotic buyers into multi-product, multi-year customers.
Own the full lifecycle program: welcome, post-purchase, replenishment, cross-sell, win-back, and campaign calendar.
Drive revenue per recipient with segmentation and timing over volume.
Build flows matching how supplements are actually consumed (30/60/90 day replenishment).
Build and lead the retention function, hiring underneath as we scale and managing retention vendors.

Skills

Retention strategy

Lifecycle marketing

Cohorts & LTV

Team leadership

Vendor management

Paid acquisition collaboration

Tools

Klaviyo

SMS platform

Subscription platform

Job description

Physician's Choice is the maker of the best-selling 60 Billion Probiotic and one of the fastest-growing supplement brands in the country. We are scaling paid acquisition aggressively, and every new customer we bring in through Meta needs to become a second, third, and tenth order.

That is your job. We are hiring a Head of Retention to own everything that happens after the first purchase: email, SMS, subscription, loyalty, and the LTV math that makes our acquisition engine profitable. This is a P&L-level ownership role for someone who has done this at scale in supplements and can prove it with numbers.

What You Will Own

Subscription and LTV

Own subscriber growth, churn, and net revenue retention as your core scorecard
Build the subscription experience: enrollment offers, cadence management, save flows, win-back
Set LTV targets by product and cohort, and partner with acquisition to define allowable CAC
Turn one-time probiotic buyers into multi-product, multi-year customers

Email and SMS

Own the full lifecycle program: welcome, post-purchase, replenishment, cross-sell, win-back, and campaign calendar
Drive revenue per recipient, not just sends. Segmentation and timing over volume
Build flows that match how specific supplements are actually consumed (30, 60, 90 day replenishment logic)

Cohort analytics

Own cohort reporting: repeat rate, time to second order, LTV curves by acquisition channel and creative angle
Feed retention insights back to acquisition and creative so we acquire customers who stay

Team and vendors

Build and lead the retention function (initially hands-on, hiring underneath you as we scale)
Manage retention-related vendors and platforms (ESP, SMS, subscription, loyalty)

What an Ideal Candidate Looks Like

6+ years in retention/lifecycle/CRM, with 3+ years owning retention at a DTC supplement or consumable CPG brand doing $50M+ in revenue
You have grown a subscription program and can walk us through the before-and-after numbers: subscriber count, churn rate, net revenue retention
Deep Klaviyo (or equivalent) expertise, plus SMS and subscription platform fluency
You think in cohorts and LTV curves, not open rates
You have worked alongside an aggressive paid acquisition team and know how to monetize a flood of new, cold-traffic customers
You have built loyalty and referral programs
You have hired and managed retention specialists and agencies

Nice to Have

Probiotic, gut health, or GLP-1-adjacent category experience
Direct response copy experience
Experience with post-purchase surveys and zero-party data programs

ABOUT OUR COMPANY:

Physician’s Choice started with the simple idea that better health starts with the gut. In just 8 years, we have become the #1 Probiotic Brand in the US. You can find our products in Walmart, Target, CVS, Sam’s Club, Costco and many more retail locations across the US, as well as online via Amazon and TikTok Shop, where we have earned over 250,000 five star reviews. We’re continuing to grow rapidly as we work toward our goal of becoming the #1 gut health supplement brand in the US.

Our mission is to empower everybody to make confident wellness choices, guided by physician expertise and validated by real results. We do this by collaborating with leading physicians to develop straightforward and accessible gut health supplements that deliver on promises. Join our passionate team and be part of a company making a real difference in people's lives.

WHAT'S IN IT FOR YOU:

Our commitment to quality and transparency applies not only to our products but to our people. We are focused on creating a fun, exciting, collaborative space that’s centered around health and well-being. We continue to grow Physician's Choice with Team Players that support and live out our core values of Passion, Curiosity, Proactiveness, Resourcefulness, Growth, Integrity and Getting Sh@# Done. We empower everyone on our team to take control of their careers and balance their work and life in a modern, fast-paced environment where everyone has the opportunity to drive actionable impact in the business.

We offer an exceptional compensation package which includes: