Head of Retention - US Market Experience Required

Responsibilities

• Retention Strategy - Working with the Performance Team
• - Collaborating with the CEO, Head of CRO, and Head of Marketing to build a US retention strategy aligned with acquisition performance, offer structure, and growth targets
• - Developing post-purchase journey strategies including email and SMS flows, reactivation sequences, win-back campaigns, loyalty mechanics, and subscription retention that extend LTV and reduce churn in the US market
• - Identifying the highest-leverage retention opportunities by product line, customer segment, and purchase behaviour based on US performance data
• - Contributing to offer and bundle strategy with a retention lens > e.g., packaging, pricing, and sequencing that drives repeat purchase, not just first-time conversion
• - Partnering with the Head of CRO to ensure post-purchase page experiences and upsell flows are built and tested with the same rigour applied to acquisition funnels
• - Managing the ongoing relationship with our existing partners & extracting value from the existing setup while building a clear roadmap for bringing the function in-house
• Execution & Project Management
• - Briefing and working with our developers to implement retention flows, automations, and tooling, ensuring it’s clearly scoped, well-reviewed, and launched on time
• - Collaborating with our copywriters on all retention copy > email sequences, SMS campaigns, post-purchase messaging, and reactivation content & maintaining brand voice (consistent and conversion logic is sharp)

Requirements

• Proven experience owning retention in a US DTC or e-commerce brand [you've built or run post-purchase flows, email/SMS programmes, or LTV strategies with measurable impact on a US customer base]
• Strong cross-functional operator & equally comfortable in a strategy session with the CEO and other team leads, and sitting with a developer or copywriter to get execution right
• Genuine understanding of the full US retention ecosystem: flows, segmentation, copy, tooling, CS, and the data that connects all of it
• Data-driven decision maker > you can read US retention metrics, identify what's underperforming, and prioritise fixes in the right order

Preferred

• Hands-on experience with retention and email/SMS platforms > Klaviyo, Loop, or similar at a configuration level, not just a strategy level
• Understanding of subscription-based DTC models and the retention levers specific to repeat-purchase consumer categories in the US
• Familiarity with CRO principles - you can collaborate with the Head of CRO on post-purchase page and upsell flow testing without needing concepts explained from scratch
• Experience managing a CS function alongside retention & you understand how support quality directly affects retention outcomes
• Background in beauty, wellness, or personal care DTC brands & you strongly understand the US buyer in these categories
• Instant No's
• You've only worked retention at an agency level and have never owned outcomes inside a brand - we need someone who takes accountability for results, not just deliverables
• You can't operate across both strategy and execution - this role requires both, and the ability to move between them fluidly depending on what the moment calls for
• You see CS and retention as separate functions that don't need to connect > here they are deeply intertwined and you'll be accountable for both

Benefits

• Fully remote
• Access to an existing agency foundation, strong cross-functional support, and the tools needed to build the function properly
• Full ownership of a high-impact function at a brand with real scale and real growth ahead of it