Responsibilities

• Improve retention curves at 30 / 60 / 90 / 180+ days
• Reduce churn and increase customer lifetime value (LTV)
• Grow subscription revenue towards 2026 targets
• Increase retention revenue contribution as a percent of total revenue
• Improve subscription attach rates, save/skip/upgrade rates
• Own subscription experience end-to-end, including: Save, pause, skip, downgrade, and win-back flows
• Replenishment timing and cadence strategy
• Subscription portal education and UX alignment
• Drive habit formation during the first 90 days post-purchase
• Implement best-practice lifecycle frameworks from high-growth wellness brands
• Architect full-funnel lifecycle flows: onboarding, education, cross-sell, retention, win-back
• Develop testing frameworks tied to revenue impact
• Ensure lifecycle messaging drives behavioral outcomes (not just opens/clicks)
• Apply industry best practices from top wellness/CPG subscription brands
• Partner with Growth, Product, CX, Creative, Ops, and Analytics
• Manage external partners and transition capabilities in-house
• Own lifecycle tech stack optimization (Klaviyo, SMS, subscription platform)
• Influence acquisition strategy to improve long-term LTV

Requirements

• 5–8 years of lifecycle, retention, CRM, or subscription growth experience ideally within CPG, beauty, wellness, or lifestyle brands
• Strong analytical foundation with experience in retention modeling, cohort analysis, forecasting, and experimentation
• Proven ability to improve churn, LTV, and subscription performance
• Deep hands-on experience with email & SMS as performance channels
• Subscription platform experience
• Comfortable adapting strategy based on business priorities and growth phase
• Strong communicator and cross-functional collaborator
• Location: Chicago (preferred)