Remote Chief of Retention & Customer Experience

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

Job summary

KittySpout, a profitable DTC pet brand, seeks a Head of Retention & Customer Experience to own retention A‑Z: subscriptions, email and SMS, post‑purchase journey, and customer experience across both brands. This is a fully remote role based outside the US.

You will drive lower churn, higher lifetime value, and a superior customer experience by leading a CX and retention team, shaping lifecycle programs, and coordinating with external agencies.

Qualifications

• 5–6+ years in retention or lifecycle at DTC brands.
• Led retention and customer experience teams and managed agencies.
• Hands-on with Klaviyo and Loop (or similar).
• Experience growing a subscription program and reducing churn.

Responsibilities

• Own retention A-Z for both brands: subscriptions, cadence, offers, the portal and cancellation flow.
• Build and test save offers, skip/swap/pause options, and win-back flows.
• Own email and SMS strategy; manage retention agency calendar, flows and results.
• Build lifecycle journey from first order to loyal customer: welcome, post-purchase, replenishment, cross-sell, win-back and VIP flows.
• Map and improve post-purchase journey; run loyalty/referral/VIP programs if numbers support it.
• Lead the Customer Experience team; set policy to protect margin and customer satisfaction.
• Report cohort retention and lifetime value by brand monthly; identify biggest lever.

Skills

Retention leadership

Lifecycle marketing

Klaviyo

Loop

Analytics

Email marketing

SMS marketing

Team leadership

Agency management

Customer experience

Tools

Klaviyo

Loop

Job description

KittySpout, a profitable DTC pet brand, seeks a Head of Retention & Customer Experience to own retention A‑Z: subscriptions, email and SMS, post‑purchase journey, and customer experience across both brands. This is a fully remote role based outside the US.

You will drive lower churn, higher lifetime value, and a superior customer experience by leading a CX and retention team, shaping lifecycle programs, and coordinating with external agencies.