Head of Retention – Customer Experience

Job not on LinkedIn

🔥 2 minutes ago

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

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

💵 $115k - $145k / year

⏳ Contract/Temporary

🔴 Lead

💝 Customer Support

👻 Ghost score 0%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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 • Drive lower churn, higher lifetime value, stronger retention, increased email and SMS revenue, and improved customer satisfaction • Own subscription offers, cadence, bundles, customer portal, and cancellation flow • Build and test save offers, skip, swap, pause, and win-back flows • 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 • Improve the full post-purchase journey and run loyalty, referral, or VIP programs when supported by the data • Lead the customer experience team and set customer service policy balancing customer outcomes and margin • Report cohort retention and lifetime value against targets monthly and identify the biggest lever • Report subscribers, MRR, churn, and save rate by brand weekly • Maintain email list health and deliverability and plan sale and launch campaigns with growth and brand teams • Ship at least one post-purchase improvement monthly • Own weekly customer experience KPIs including CSAT, first response time, AI resolution rate, refund rate, and chargebacks • Track retention, repeat purchase rate, and lifetime value by brand and channel • Run monthly retention reviews with the CEO and 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 • Led retention at a subscription brand doing $30-50M+ annually, ideally at nine-figure scale • Experience growing subscription programs and understanding 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 a similar subscription platform • 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 and managing agencies • Commercial judgment to protect margin and evaluate discount or save-offer economics • Customer-centric understanding of customer retention and churn drivers • Excellent cultural fit with the company values • Excitement to help scale the company and work closely with the founder

🏖️ Benefits

• Performance bonus of 15-20% of base after the trial period • 100% remote work • Opportunity to work directly with the founder • High-impact role in a fast-growing company • Lean, senior-team environment without corporate politics

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