[Hiring] Director of Retention & Lifecycle @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. Success is defined by:

• 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
• Experience managing 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: ability to build email and SMS programs that drive revenue
• Tools: deep hands-on experience with Klaviyo (or similar) and Loop (or similar subscription platform)
• Analytical: ability to read cohort, lifetime value and churn data
• Testing Discipline: ability to run clear tests on offers, flows and save tactics
• Leadership: experience leading a retention and customer experience team
• Commercial Judgement: ability to protect margin
• Customer obsessed: understanding why customers stay or leave
• Excellent cultural fit as per our values
• Excited to play a big role in scaling the company

Benefits

• Performance bonus of 15-20% of base after the trial period

Accountabilities

What you own. Each one is checked green, yellow or red every week:

• Subscriptions and churn: own the subscription program for both brands, keep at least one save or retention test live every week, report subscribers, MRR, churn and save rate by brand every week.
• Email, SMS and lifecycle: own email and SMS strategy, manage the retention agency, keep list health and deliverability strong.
• Post-purchase experience and loyalty: ship at least one post-purchase improvement every month.
• Customer experience and support: lead the Customer Experience Manager, own the weekly CX KPI scorecard.
• Retention data and reporting: track cohort retention, repeat purchase rate and lifetime value by brand and channel.

How Our Hiring Works & How We Operate

• Application + Screening Interview
• In-Depth Interview with our CEO
• Reference Calls
• Final Interview with our CEO

Salary Expectation

USD $115,000 to $145,000 a year (based on experience and expertise) + performance bonus of 15-20% of base after the trial period.