Director of Retention – Lifecycle

Job not on LinkedIn

🔥 1 minute ago

🌐 United Kingdom, Canada, +2 more countries – Remote

🇬🇧 United Kingdom – Remote 🇨🇦 Canada – Remote 🇮🇪 Ireland – Remote 🇳🇱 Netherlands – Remote

💵 $115k - $145k / year

⏳ Contract/Temporary

🔴 Lead

👔 Director

👻 Ghost score 0%

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KittySpout

WebsiteLinkedInAll Job Openings

2 - 10 employees

🛍️ eCommerce

👥 B2C

🛒 Retail

eCommerce • B2C • Retail

KittySpout is a direct-to-consumer pet product brand and online retailer focused on cat hydration and related accessories. The company sells cat water fountains (including wireless and stainless-steel models), replacement filters that claim to remove impurities, anti-splash mats, feeders, toys, supplements, and other accessories. Its website and marketing reference seasonal promotions, a VIP Cat Club, social channels, referral programs, and content such as a blog—indicating an e-commerce retail business model targeting cat owners.

📋 Description

• Own retention end-to-end across subscriptions, email, SMS, post-purchase journey and customer experience for both brands • Own subscription offers, cadence, bundles, customer portal and cancellation flow • Build and test save offers, skip, swap, pause and win-back flows to reduce churn • Own email and SMS strategy and manage the retention agency's calendar, flows, targets and results • Build lifecycle journeys including welcome, post-purchase, replenishment, cross-sell, win-back and VIP flows • Map and improve the full post-purchase journey • Run a loyalty, referral or VIP program when supported by the data • Lead the customer experience team and set customer service policies balancing customer outcomes and margin • Report cohort retention and lifetime value against targets monthly and identify the biggest growth lever • Track weekly subscription, MRR, churn and save-rate metrics by brand • Maintain email list health and deliverability and plan sale and launch campaigns with growth and brand teams • Deliver at least one post-purchase improvement monthly • Lead the Customer Experience Manager and own the weekly CX KPI scorecard • Track retention, repeat purchase rate and lifetime value by brand and channel • Run monthly retention reviews with the CEO • Document the retention playbook as SOPs

🎯 Requirements

• Fully remote, based outside the US • Fluent in English • 5-6+ years in retention or lifecycle at DTC brands • Experience leading retention at a subscription brand doing $30-50M+ annually, ideally at nine-figure scale • Experience growing subscription programs and expertise in churn, saves, cohorts and MRR • Experience building email and SMS programs using Klaviyo or similar • Deep hands-on experience with Klaviyo or similar and Loop or similar subscription platforms • Ability to analyze cohort, lifetime value and churn data • Experience running tests on offers, flows and save tactics • Experience leading retention and customer experience teams, including managing agencies • Commercial judgment and ability to protect margin • Customer-focused understanding of retention drivers • Excellent cultural fit with the stated company values • Excitement to scale the company and work closely with the founder

🏖️ Benefits

• Performance bonus of 15-20% of base after the trial period • Fully remote work • Opportunity to work directly with the founder • Opportunity to play a major role in scaling a fast-growing company • Lean, senior team environment with significant individual impact

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