[Hiring] Head of Customer Experience & Retention @Flowpouch

Role Description

Flow Pouch is seeking a dedicated individual to own the entire customer experience post-purchase. This role focuses on retention and ensuring a seamless journey for our subscribers.

• Own retention, end to end.
• Manage repeat purchase rate and subscription retention, especially in months two and three.
• Utilize existing retention tools and identify missing ones.
• Maintain effective processes and build new initiatives, starting with a loyalty program.
• Oversee every customer touchpoint, ensuring a coherent journey from the website to post-purchase communications.
• Work with a Shopify developer and a web and brand designer to enhance the website experience.
• Grow the Facebook community of Flow customers to enhance retention.
• Provide clear weekly metrics on retention and repeat purchases for the founders.

Qualifications

• 5 to 8 years in DTC or e-commerce.
• At least two years owning retention or lifecycle for a consumable or subscription brand.
• Hands-on experience with the Shopify ecosystem, Klaviyo or equivalent email/SMS platform, and subscription apps (Recharge, Skio, etc.).
• Experience managing a small team or outside vendors.
• Comfortable briefing developers and designers.
• Generalist mindset, willing to handle various tasks, including unglamorous work.
• Background in consumables or wellness is a plus.
• Based in the US or Europe with overlapping working hours with US Eastern time.

Requirements

• Ability to work independently and manage multiple priorities.
• Strong documentation skills to capture knowledge from founders.
• Flexibility to adapt to changing priorities quickly.
• Build trust through results rather than hierarchy.

Benefits

• Full-time contractor position.
• Compensation of $5,000–8,000 per month, depending on experience and location.
• Remote work, with a preference for US-based candidates; European candidates with US Eastern overlap are also welcome.
• Start date in November 2026.

How to apply

Send us your CV or LinkedIn profile, plus short answers to three questions:

• The subscription or consumable brand where you owned retention. What were the retention numbers when you arrived, what did you change, and where were they when you left?
• Go through flowpouch.com as a customer. What is the first thing you would change after the purchase, and why?
• Your location, time zone, and earliest start date.