Description du poste
A profitable DTC pet brand is looking for a Head of Retention & Customer Experience to join our team! You will own everything after the first order: subscriptions, email and SMS, the post-purchase journey and customer experience, across both of our brands.
We're doing $50M+ a year and scaling to $100M+, and we want one senior leader who owns retention A-Z: lower churn, significantly higher lifetime value and a better customer experience across the board. We are looking to hire someone with 5-6+ years in retention or lifecycle at DTC brands, who has led retention at a subscription brand doing $30-50M+ a year (ideally nine figures). The ideal candidate is hands-on in Klaviyo and Loop (or similar), has led a retention and customer experience team, and has managed agencies.
The mission of this role
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. Success is lower churn, stronger retention, much higher lifetime value, more revenue from email and SMS, and happier customers.
Who are we?
We are a profitable DTC brand selling premium pet products. We sell across Shopify, Amazon and Chewy, and we're one of the fastest-growing brands in the pet space ? $50M+ in annual revenue and scaling to $100M+. We recently launched a second brand, expanding into a new customer base. We're a 100% remote, lean, senior team that moves fast, and every person here has a massive impact on the business.
What is our culture like & who is a good fit?
Culture-fit is our #1 factor when hiring! We have a genuine will-to-win. No work is beneath us if it moves us towards our goals. We use creativity to do more with less ? and quickly. We use data to make decisions and live by four core values:
Better Everyday:
have a retention test live every week across subscriptions, flows or the post-purchase experience, and write down what each result teaches.
Speed Is King:
spot a churn, refund or CSAT problem the day it shows up and have a fix in motion that week.
Work Smart:
AI and automation first. Claude reads cancellation reasons, reviews and tickets to find why customers leave, AI drafts flow copy and segments, and retention KPIs report themselves every week.
Overdeliver:...