Head of Retention & CX — Remote, Scale to $100M+

KittySpout; États-Unis; À distance; USD 115 000 - 145 000; Plein temps

Avantages offerts par ce poste

100% remote

Senior leadership team

Performance bonus

Résumé du poste

KittySpout, a profitable DTC pet brand, seeks a Head of Retention & Customer Experience to own everything after the first order: subscriptions, email and SMS, post-purchase journeys, and overall customer experience across both brands. This senior role is 100% remote and US-based, leading a retention and CX team, with hands-on work in Klaviyo and Loop to lower churn and boost lifetime value.

You have 5–6+ years in retention at DTC brands, including subscription-led growth, and you excel at

Qualifications

• 5–6+ years in retention or lifecycle at DTC brands.
• Led retention at a subscription brand doing $30–50M+ annually.
• Hands-on with Klaviyo and Loop; managed agencies and teams.

Responsabilités

• Own subscriptions and churn: lead the program for both brands and report weekly.
• Own email, SMS and lifecycle strategies; manage retention calendar and agency work.
• Lead post-purchase experience and loyalty initiatives; drive improvements monthly.
• Manage Customer Experience team; set policy and grow 4- and 5-star reviews.
• Track cohort retention, LTV by brand and channel; write SOPs for retention playbook.

Connaissances

Retention strategy

Lifecycle marketing

Team leadership

Email marketing

SMS marketing

Analytics

Klaviyo

Loop

Agency management

Outils

Klaviyo

Loop

Description du poste

KittySpout, a profitable DTC pet brand, seeks a Head of Retention & Customer Experience to own everything after the first order: subscriptions, email and SMS, post-purchase journeys, and overall customer experience across both brands. This senior role is 100% remote and US-based, leading a retention and CX team, with hands-on work in Klaviyo and Loop to lower churn and boost lifetime value.

You have 5–6+ years in retention at DTC brands, including subscription-led growth, and you excel at