Director of Retention & Lifecycle

Responsibilities

• Own retention A-Z to fuel the growth to 9-figures. This role comes in to drive three things: lower churn, significantly higher lifetime value, and a better customer experience across the board.
• Key Objectives
• - Own the subscription program for both brands: offers, cadence, bundles, the customer portal and the cancellation flow.
• - Build and test save offers, skip, swap and pause options, and win-back flows to cut churn.
• - Own email and SMS strategy for both brands, and manage the retention agency's calendar, flows, targets and results.
• - Build the lifecycle journey from first order to loyal customer: welcome, post-purchase, replenishment, cross-sell, win-back and VIP flows.
• - Map and improve the full post-purchase journey, and run a loyalty, referral or VIP program if the numbers support it.
• - Lead the customer experience team and set customer service policy that protects both the customer and the margin.
• - Report cohort retention and lifetime value against target every month, and name the biggest lever.
• Accountabilities

Requirements

• Retention Leadership: 5-6+ years in retention or lifecycle at DTC brands, including leading retention at a subscription brand doing $30-50M+ a year (ideally nine figures)
• Subscription Expertise: you have grown a subscription program and know churn, saves, cohorts and MRR inside out
• Lifecycle Marketing: you build email and SMS programs (Klaviyo or similar) that drive a large share of revenue without burning the list
• Tools: deep hands-on experience with Klaviyo (or similar) and Loop (or a similar subscription platform)
• Analytical: you read cohort, lifetime value and churn data fast and find the lever that moves the number
• Testing Discipline: you run clear tests on offers, flows and save tactics, and read results honestly
• Leadership: you have led a retention and customer experience team, including managing agencies, through KPIs and goals
• Commercial Judgement: you protect margin, and know when a discount or save offer earns its cost
• Customer obsessed: you understand why customers stay or leave, and fix the cause, not the symptom
• Excellent cultural fit as per our values above.