Head of Retention
Core
Own the end-to-end customer lifecycle (onboarding, activation, expansion, loyalty, win-back) across DTC, app, and retail-to-digital to drive repeat rate, LTV, and CAC payback.
Role type
VP of Retention (Lifecycle, Loyalty & Subscriptions)
Builds
Durable retention operating system, subscription plans, loyalty programs, and lifecycle journeys for a functional wellness brand.
Domain
Health & wellness / Consumer Direct-to-Consumer (DTC)
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Lifecycle/CRM strategy, experimentation design (A/B/MAB), cohort analysis, subscription scaling, loyalty program design, dynamic segmentation, pricing architecture, compliance governance, team leadership
Preferred skills
8–9-figure revenue experience, reverse-ETL integration, retail-to-digital identity connection, board-level communication
Technologies
Klaviyo, Shopify, Recharge
Responsibilities
Set retention strategy and KPI tree (LTV, churn, payback); Design event-driven journeys and run disciplined test programs; Scale subscriptions and optimize skip/pause/swap flows; Build dynamic segmentation and next-best-action logic; Architect bundles and timed replenishment nudges; Lead Lifecycle/CRM, Loyalty, Retention Product, and Analytics teams
Seniority
VP, hands-on IC with team leadership
