Responsibilities

• Own end-to-end retention strategy and the primary KPI - Retention Rate, repeat monetization moments, D30/Dn retention, and churn.
• Define retention and churn scoring, triggers, and intervention logic; set the signals and guardrails the decisioning stack (Hightouch) acts on.
• Design reactivation, win-back, and engagement journeys, and build direct-deposit and habit stickiness.
• Build and launch in Iterable - increasingly via AI decisioning - owning QA, frequency, and suppressions.
• Design holdouts and read incrementality with Analytics to prove true retention lift, distinguishing it from compounded-cycle artifacts.
• Shape the loyalty and premium experience in partnership with PMM and Product.
• Own the numbers and the retention narrative for leadership, surfacing insights and clear next steps.
• Direct and supervise the AI agents that execute retention programs, and set their guardrails.

Requirements

• 7–10+ years in lifecycle / CRM / retention marketing for a digital product or subscription business, with a deep retention and churn focus.
• A track record owning retention strategy and personally shipping journeys in Iterable, Braze, Salesforce Marketing Cloud, or similar.
• Advanced data literacy - survival / cohort analysis, incrementality, and experimentation design.
• Experience building triggered, always-on retention programs (onboarding, win-back, reactivation, loyalty).
• Comfort defining inputs to ML decisioning (churn scoring, next-best-action) and interpreting model outputs.
• Senior cross-functional leadership - influence without authority and keep stakeholders aligned and moving.
• Excellent communication; able to set definitions and measurement standards the wider team adopts.
• A bias toward ownership and action.

Preferred

• Experience in fintech, subscription, or consumer products.
• Familiarity with AIDs, Hightouch, or other predictive decisioning platforms.

Benefits

• Competitive salary with a performance-based bonus scheme (up to 15%)
• Flexible working hours with hybrid / home-office options
• The chance to join a major global tech company listed on the S&P 500
• A meaningful learning & development budget and clear career growth
• Comprehensive health and wellbeing benefits
• Modern equipment (Mac/Windows) for work and personal use
• Employee Stock Purchase Plan