[Hiring] Head of Retention @Right Hook Digital

Role Description

We're looking for a Head of Retention to own our Retention service line end to end - the P&L, the product, the people, and the client relationships that hold it all together.

This is a business leadership role, not a senior IC role. You won't be building flows in Klaviyo. You'll be building the team that builds them, the product that makes them world-class, and the commercial engine that turns both into profitable growth.

You'll lead Group Leaders, Retention Strategists, and Specialists. You'll be the escalation point our biggest retention clients trust. And you'll own the number: gross profit growth in the Retention service line.

What You'll Own

• P&L Accountability
  • Own the Retention department's P&L and hit gross profit targets, quarter after quarter.
  • Monitor department performance metrics - average client lifetime, churn, retention rates - and act early when they move the wrong way.
  • Make the resourcing and pricing calls that protect margin without compromising the work.
• Product Excellence
  • Keep the Retention product world-class, generating genuine mutual upside for clients.
  • Own "The Retention Way" - our core system - including documentation, training, SOP adherence, and the tie-breaking decisions on how it evolves.
  • Push innovation in lifecycle strategy, testing, and measurement so we stay ahead of what every other agency is selling.
• Client Relationships
  • Build and hold strong relationships with our key retention clients, and serve as the primary escalation point when things get hard.
  • Drive retention by supporting and guiding Strategists on campaigns and flows that actually move revenue.
  • Proactively hunt for client feedback, aiming to WOW rather than satisfy.
  • Run exit interviews with churned clients and feed what you learn back into the product.
• People Leadership
  • Hire, develop, and - when needed - exit talent, with a clear eye on who can make a meaningful impact on P&L growth.
  • Act as an S-leader to Group Leaders, Strategists, and Specialists.
  • Use our Performance and Growth Framework (PGF) to run consistent 1:1s, PGP reviews, KPI reviews, and feedback loops that people genuinely value.
• Growth & Operational Excellence
  • Work with our marketing team on agency campaigns, marketing materials, case studies, testimonials, and lead generation for Retention.
  • Support sales conversations where your expertise closes the gap.
  • Build strong relationships with our Paid Social and Google units to drive internal referrals.
  • Partner with the Process Excellence Manager and COO to lift utilization, billable income, and process efficiency.

Qualifications

• You've led a retention, lifecycle, or CRM team - ideally in an agency, and ideally with P&L or revenue accountability.
• You know email and SMS deeply. You don't need to be the fastest person in Klaviyo, but you need to know world-class work from adequate work in about ten seconds, and be able to explain the difference.
• You've managed teams, not just individual contributors.
• You're commercially fluent - gross profit, utilization, retention rates and pricing are tools you use, not concepts you've heard of.
• You're comfortable being the escalation point. Hard client conversations don't rattle you.
• You give and receive candid feedback well. Our culture runs on openness, and a leader who softens everything won't work here.
• You default to systems. When something breaks twice, you fix the process, not just the instance.
• You're happy working overlapping US hours in a globally distributed team.
• Bonus points for: experience with 7-8 figure DTC brands, hands-on Klaviyo history, a track record building or productising a service offering, or experience supporting sales and marketing as a subject matter expert.

Why This Role

You're inheriting a real business with real clients and a team already doing good work - not a blank page and not a mess. Retention is one of three service lines we take equally seriously, which means you'll have the investment and the internal referral pipeline to grow it, plus the autonomy to shape how.

You'll report directly to our COO and sit at the table where the decisions get made.