Head of Retention (m/w/d)
Core
Driving long-term customer growth and retention for a D2C brand by managing CRM strategy, customer journeys, and lifetime value.
Role type
Head of Retention (Senior Leadership)
Builds
Retention strategy, customer lifecycle programs, and growth experiments across email, SMS, app, and pricing.
Domain
D2C E-commerce / Customer Retention
Required skills
Customer Lifetime Value (CLV) strategy, cohort analysis, churn reduction, A/B testing, team leadership, cross-functional collaboration, data analysis (Excel, SQL, GA4), CRM platform management (Klaviyo, Shopify), strategic planning, stakeholder management.
Preferred skills
Subscription or membership model experience, founding experience, health/nutrition industry background.
Technologies
Klaviyo, Shopify, GA4, SQL, Excel
Responsibilities
Define and execute retention strategy with quarterly goals, analyze cohort behavior and churn to identify growth levers, build and manage a weekly test roadmap, lead a 7-person cross-functional squad, partner with product and marketing to convert first-time buyers into loyal customers, report directly to the CRO.