Head of Retention – US Market Experience Required

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🌐 Argentina, Romania, +4 more countries – Remote

🇦🇷 Argentina – Remote 🇷🇴 Romania – Remote 🇮🇹 Italy – Remote 🇪🇸 Spain – Remote 🇲🇽 Mexico – Remote 🇺🇸 United States – Remote

💵 $36k - $60k / year

⏰ Full Time

🔴 Lead

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UMAEZ - Universidad Multicultural Agroecológica Emiliano Zapata

WebsiteLinkedInAll Job Openings

11 - 50 employees

🛍️ eCommerce

📣 Marketing

👥 B2C

eCommerce • Marketing • B2C

UMAEZ - Universidad Multicultural Agroecológica Emiliano Zapata is a global brand operator that develops, launches, and scales consumer brands it owns across direct-to-consumer (D2C) channels and marketplaces. The company emphasizes performance-first, AI-powered operations and an in-house creative engine to produce high-performing ads and full-funnel marketing. UMAEZ partners across product development, paid media, conversion optimization, retention (email & SMS), UGC & influencer production, and fulfillment & logistics — positioning itself as a vertically integrated builder and scaler of consumer brands in fragrance, wellness, beauty, and lifestyle. It reports portfolio-level metrics such as $250M+ revenue generated, 3M+ active customers, and 12+ brands in its portfolio.

📋 Description

• Own the entire post-purchase strategy and execution for the US market • Work with existing partners to absorb what is working and identify what should be rebuilt internally • Progressively bring the retention function fully in-house • Collaborate with the CEO, Head of CRO, and Head of Marketing on retention strategy, post-purchase flows, LTV growth, reactivation, and offer sequencing • Develop email and SMS flows, reactivation sequences, win-back campaigns, loyalty mechanics, and subscription retention strategies • Identify retention opportunities by product line, customer segment, and purchase behaviour using US performance data • Contribute to offer and bundle strategy, including packaging, pricing, and sequencing • Partner with the Head of CRO on post-purchase page experiences and upsell flow testing • Manage existing partner relationships and create a roadmap for bringing the function in-house • Brief and work with developers to implement retention flows, automations, and tooling • Collaborate with copywriters on email sequences, SMS campaigns, post-purchase messaging, and reactivation content • Work with the CS team on order communications, delay handling, and CS handoffs within retention flows • Own, maintain, and optimize the retention technology stack, integrations, and platforms • Build and maintain SOPs for retention execution • Build and own KPI reporting covering LTV, repeat purchase rate, churn, flow performance, CSAT, resolution rate, and chargeback win rate • Report retention performance to the CEO and performance team with clear interpretation and recommendations • Analyze customer behaviour, post-purchase drop-off, and complaint trends to improve strategy and execution • Track progress of the in-house transition and maintain the roadmap to close capability gaps

🎯 Requirements

• Proven experience owning retention in a US DTC or e-commerce brand, including building or running post-purchase flows, email/SMS programmes, or LTV strategies with measurable impact on a US customer base • Strong cross-functional operating ability across strategy and execution • Genuine understanding of the full US retention ecosystem: flows, segmentation, copy, tooling, CS, and connected data • Data-driven decision-making ability using US retention metrics to identify underperformance and prioritize fixes • Hands-on experience with retention and email/SMS platforms such as Klaviyo, Loop, or similar at a configuration level • Understanding of subscription-based DTC models and retention levers for repeat-purchase consumer categories in the US • Familiarity with CRO principles and post-purchase page and upsell flow testing • Experience managing a CS function alongside retention • Background in beauty, wellness, or personal care DTC brands and strong understanding of the US buyer in these categories • Must be able to operate across both strategy and execution • Must view CS and retention as interconnected functions

🏖️ Benefits

• Competitive salary based on experience • 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

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