Head of Retention CRM
Core
Architect and lead the end-to-end CRM lifecycle strategy to drive retention, prevent churn, and maximize LTV across 10+ markets for a D2C dog food subscription business.
Role type
Head of Retention CRM (Strategic Leader)
Builds
Proactive customer lifecycle engine, event-based journeys, and scalable CRM architecture.
Domain
D2C Ecommerce / Subscription / Pet Food
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
CRM strategy & architecture, lifecycle management, churn prevention, P&L ownership, vendor management, team leadership (managers), cohort analysis, test vs control, subscription economics
Preferred skills
Iterable/SMS stack expertise, international market scaling, high-growth subscription experience, analytical rigor
Technologies
Iterable, SMS
Responsibilities
Own the end-to-end CRM lifecycle strategy (onboarding, engagement, upsell, churn prevention, re-onboarding); Design and execute CRM architecture across international markets; Partner with Digital Product, Marketing, and Customer Love to integrate CRM into the wider customer experience; Own revenue-impacting KPIs (retention, churn deflection, engagement); Manage CRM vendor relationships and contracts; Lead and coach a team of 4-5 managers.
Seniority
Senior, hands-on IC with people leadership