Head of Retention, DTC Subscription

Job not on LinkedIn

🔥 0 minutes ago

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

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

💵 $115k - $145k / year

⏳ Contract/Temporary

🔴 Lead

👻 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 A-Z across both brands, including subscriptions, email and SMS, post-purchase journey and customer experience • Own the subscription program, including 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 if supported by the numbers • Lead the customer experience team and set customer service policy • Report cohort retention and lifetime value against target monthly • Track subscriptions, MRR, churn, save rate, cohort retention, repeat purchase rate, lifetime value, email/SMS revenue, CSAT, response time, refund rate, chargebacks and reviews • Run weekly retention KPI reporting and monthly retention reviews with the CEO • Write 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+ a year, ideally nine figures • Experience growing a subscription program and deep knowledge of churn, saves, cohorts and MRR • Ability to build 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, including managing agencies • Commercial judgment to protect margin and assess discount or save offer costs • Customer-focused understanding of retention drivers • Excellent cultural fit with the company's values • Excitement to 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 • Opportunity to play a major role in scaling a fast-growing company

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