Head of Retention & Customer Experience (Remote)

KittySpout; Newark (NJ); Teletrabalho; USD 115 000 - 145 000; Tempo integral

Resumo da oferta

DTC Pet Brand is seeking a Head of Retention & Customer Experience to own subscriptions, email and SMS, and the post-purchase journey across our brands. This is a remote, senior role with high visibility and direct access to the founder.

You will drive retention A-Z, lower churn, increase lifetime value, and build data-driven programs using Klaviyo and AI tooling. The role requires 5-6+ years in retention at DTC brands and hands-on leadership of a retention team and agencies.

Qualificações

• 5–6+ years in retention or lifecycle at DTC brands.
• Led retention at a subscription brand doing $30–50M+ yearly.
• Hands-on in Klaviyo and Loop and led retention/customer-experience teams.
• Experience managing agencies.

Responsabilidades

• Own retention end-to-end from acquisition to post-purchase.
• Drive lower churn and higher lifetime value across brands.
• Lead email/SMS programs and customer experience improvements.
• Collaborate with founder/CEO and external partners to hit targets.
• Build data-driven retention strategies with AI tooling.

Conhecimentos

Klaviyo

cohort LTV analysis

subscription churn reduction

AI-powered retention tooling

Ferramentas

Loop (or similar)

Claude

Descrição da oferta de emprego

DTC Pet Brand is seeking a Head of Retention & Customer Experience to own subscriptions, email and SMS, and the post-purchase journey across our brands. This is a remote, senior role with high visibility and direct access to the founder.

You will drive retention A-Z, lower churn, increase lifetime value, and build data-driven programs using Klaviyo and AI tooling. The role requires 5-6+ years in retention at DTC brands and hands-on leadership of a retention team and agencies.