[Hiring] Head of Retention & Customer Experience @KittySpout

Role Description

A profitable DTC pet brand is looking for a Head of Retention & Customer Experience to join our team! You will own everything after the first order: subscriptions, email and SMS, the post-purchase journey and customer experience, across both of our brands.

We're doing $50M+ a year and scaling to $100M+, and we want one senior leader who owns retention A-Z:

• Lower churn
• Significantly higher lifetime value
• Better customer experience across the board

The mission of this role is to own retention A-Z to fuel the growth to 9-figures, driving:

• Lower churn
• Stronger retention
• Much higher lifetime value
• More revenue from email and SMS
• Happier customers

Qualifications

• 5-6+ years in retention or lifecycle at DTC brands
• Experience leading retention at a subscription brand doing $30-50M+ a year (ideally nine figures)
• Hands-on experience in Klaviyo and Loop (or similar)
• Experience leading a retention and customer experience team
• Managed agencies

Requirements

• Fluent in English
• Retention Leadership: 5-6+ years in retention or lifecycle at DTC brands
• Subscription Expertise: experience growing a subscription program
• Lifecycle Marketing: build email and SMS programs that drive revenue
• Tools: deep hands-on experience with Klaviyo and Loop
• Analytical: ability to read cohort, lifetime value and churn data
• Testing Discipline: run clear tests on offers, flows and save tactics
• Leadership: experience leading a retention and customer experience team
• Commercial Judgement: protect margin and evaluate discount offers
• Customer obsessed: understand customer retention causes
• Excellent cultural fit as per company values
• Excited to play a big role in scaling the company

Benefits

• Fully remote work
• Performance bonus of 15-20% of base after the trial period
• Salary expectation: USD $115,000 to $145,000 a year (based on experience and expertise)

Accountabilities

• Subscriptions and churn: own the subscription program for both brands
• Email, SMS and lifecycle: manage email and SMS strategy
• Post-purchase experience and loyalty: implement monthly improvements
• Customer experience and support: lead the Customer Experience Manager
• Retention data and reporting: track and report retention KPIs weekly