Head of Retention & CX, DTC Ecommerce

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

🛍️ E-commerce

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KittySpout

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2 - 10 employees

🛍️ eCommerce

👥 B2C

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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 and improved customer experience • 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 • Map and improve the full post-purchase journey • Run a loyalty, referral or VIP program when supported by the numbers • Lead the customer experience team and set customer service policy • Report cohort retention and lifetime value against target monthly and identify the biggest lever • Maintain weekly subscription, churn, MRR and save-rate reporting by brand • Manage lifecycle calendars, flow testing, list health, deliverability, sales and launch campaigns • Ship at least one post-purchase improvement monthly • Lead the Customer Experience Manager and own weekly CX KPI scorecards • 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 nine figures • Experience growing a subscription program 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 a similar subscription platform • Ability to analyze cohort, lifetime value and churn data • Experience running tests on offers, flows and save tactics • Experience leading a retention and customer experience team • Experience managing agencies through KPIs and goals • Strong commercial judgment and ability to protect margin • Customer-focused understanding of retention drivers • Excellent cultural fit aligned with the stated values • Fluent English language skills

🏖️ Benefits

• Performance bonus of 15-20% of base after the trial period • 100% remote work • Flexible, fast-moving work environment • Direct work with the founder/CEO • Significant impact and ownership in a scaling company

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