Head of Retention & Lifecycle — DTC Growth

KittySpout; United States; Remote; USD 115,000 - 145,000; Full time

Job summary

KittySpout is seeking a Head of Retention & Customer Experience to own retention A‑Z across two brands, including subscriptions, email and SMS, and the post‑purchase journey and customer experience. You will lead a senior, hands‑on team, work with Klaviyo and Loop, manage retention agencies and drive lower churn, higher lifetime value and a superior customer experience.

This is a fully remote role based outside the US, as we scale from $50M to $100M+ annually, reporting to the founders and

Qualifications

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

Responsibilities

• Own retention A‑Z across two brands: subscriptions, email, SMS and post‑purchase experience.
• Lead a senior retention and CX team; manage retention agencies.
• Build and optimize lifecycle journeys from first order to loyalty; monitor KPIs.
• Improve customer experience while protecting margins and driving revenue.

Skills

Retention leadership

Lifecycle marketing

Team leadership

Data-driven

Customer experience

Agency management

Cross-functional collaboration

Subscription programs

Tools

Klaviyo

Loop

Job description

KittySpout is seeking a Head of Retention & Customer Experience to own retention A‑Z across two brands, including subscriptions, email and SMS, and the post‑purchase journey and customer experience. You will lead a senior, hands‑on team, work with Klaviyo and Loop, manage retention agencies and drive lower churn, higher lifetime value and a superior customer experience.

This is a fully remote role based outside the US, as we scale from $50M to $100M+ annually, reporting to the founders and