Head of Retention, DTC Subscription
Core
Lead subscription growth, lifecycle marketing, and customer experience for two DTC brands to reduce churn and increase customer lifetime value.
Role type
Senior Head of Retention (DTC Subscription)
Builds
Subscription programs, lifecycle campaigns, and customer experience operations for two direct-to-consumer brands.
Domain
Direct-to-consumer (DTC) e-commerce and subscription management
Required skills
Subscription growth strategy, churn reduction, lifecycle marketing, email/SMS campaign management, customer experience leadership, data analysis, A/B testing, commercial judgment, team management
Preferred skills
Experience with nine-figure revenue brands, agency management, AI tools for optimization
Technologies
Klaviyo, Loop
Responsibilities
Own subscription programs including offers, bundles, cadence, portals, and cancellation flows; Develop and test retention initiatives like save offers, skip/swap/pause options, and win-back campaigns; Lead email and SMS strategy and manage retention agencies; Build and optimize the full customer lifecycle from welcome to win-back; Improve post-purchase experience by analyzing cancellation reasons and feedback; Lead the customer experience team and monitor KPIs like CSAT and chargebacks; Track and report subscription performance metrics including MRR and churn; Run retention reviews with senior leadership to identify growth opportunities; Collaborate with growth and brand teams on promotional campaigns; Maintain a testing and optimization rhythm using data and automation.
Seniority
Senior, hands-on IC