[Hiring] Head of Retention @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
• A better customer experience across the board

We are looking to hire someone with:

• 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

Qualifications

• Retention Leadership: 5-6+ years in retention or lifecycle at DTC brands, including leading retention at a subscription brand doing $30-50M+ a year (ideally nine figures)
• Subscription Expertise: Experience growing a subscription program and knowledge of churn, saves, cohorts, and MRR
• Lifecycle Marketing: Ability to build email and SMS programs (Klaviyo or similar) that drive a large share of revenue without burning the list
• Tools: Deep hands-on experience with Klaviyo (or similar) and Loop (or a similar subscription platform)
• Analytical: Ability to read cohort, lifetime value, and churn data quickly and find the lever that moves the number
• Testing Discipline: Experience running clear tests on offers, flows, and save tactics, and reading results honestly
• Leadership: Experience leading a retention and customer experience team, including managing agencies, through KPIs and goals
• Commercial Judgement: Ability to protect margin and know when a discount or save offer earns its cost
• Customer Obsessed: Understanding why customers stay or leave, and fixing the cause, not the symptom
• Excellent cultural fit as per our values
• Excited to play a big role in scaling the company and work closely with the founder

Requirements

• Fluent in English
• Fully remote, based outside the US

Benefits

• 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

Accountabilities

• Subscriptions and churn: Own the subscription program for both brands, keep at least one save or retention test live every week, grow the share of new customers who subscribe, and 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 the calendar live and flows in testing, maintain list health and deliverability, and plan sale and launch campaigns with the Head of Growth and the Head of Brand & Community
• Post-purchase experience and loyalty: Ship at least one post-purchase improvement every month, and use cancellation reasons, reviews, surveys, and support contact reasons to find why customers leave and fix the cause with the owning team
• Customer experience and support: Lead the Customer Experience Manager, own the weekly CX KPI scorecard (CSAT, first response time, AI resolution rate, refund rate, and chargebacks), set customer service policy, and grow 4- and 5-star reviews
• Retention data and reporting: Track cohort retention, repeat purchase rate, and lifetime value by brand and channel, report retention KPIs weekly, run a monthly retention review with the CEO, and write the retention playbook as SOPs so it runs without one person

How Our Hiring Works & How We Operate

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