Retention & Loyalty Lead - DTC Supplements

Physician's Choice®; Wheat Ridge (CO); On-site; USD 150,000 - 230,000; Full time

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 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.