[Hiring] Head of Retention @UMAEZ LLC

Role Description

As Head of Retention, you'll own our entire post-purchase strategy and execution for the US market. In the near term, you'll work closely alongside our existing partners, absorbing what's working and identifying what needs to be rebuilt internally. Over time, you'll progressively take ownership of the full function in-house.

On the strategy side, you'll work directly with the CEO, Head of CRO, and Head of Marketing to align retention with the broader performance agenda:

• Post-purchase flows
• LTV growth
• Reactivation strategy
• Offer sequencing

On the execution side, you'll work with our marketing team leads, developers, and copywriters to actually build and ship those strategies.

What You'll Be Doing

Retention Strategy - Working with the Performance Team

• Collaborating with the CEO, Head of CRO, and Head of Marketing to build a US retention strategy aligned with acquisition performance, offer structure, and growth targets
• Developing post-purchase journey strategies including email and SMS flows, reactivation sequences, win-back campaigns, loyalty mechanics, and subscription retention that extend LTV and reduce churn in the US market
• Identifying the highest-leverage retention opportunities by product line, customer segment, and purchase behaviour based on US performance data
• Contributing to offer and bundle strategy with a retention lens (e.g., packaging, pricing, and sequencing that drives repeat purchase, not just first-time conversion)
• Partnering with the Head of CRO to ensure post-purchase page experiences and upsell flows are built and tested with the same rigour applied to acquisition funnels
• Managing the ongoing relationship with our existing partners & extracting value from the existing setup while building a clear roadmap for bringing the function in-house

Execution & Project Management

• Briefing and working with our developers to implement retention flows, automations, and tooling, ensuring it’s clearly scoped, well-reviewed, and launched on time
• Collaborating with our copywriters on all retention copy (email sequences, SMS campaigns, post-purchase messaging, and reactivation content) & maintaining brand voice
• Working with the CS team to ensure the post-purchase experience holds up on the fulfilment side (including order communications, delay handling, and CS handoffs that sit within the retention flow)
• Owning the retention tech stack: the tools, integrations, and platforms that power post-purchase flows and keeping them set up, maintained, and optimised
• Building and maintaining SOPs for retention execution so the function operates consistently as it scales and transitions in-house

Reporting & Continuous Improvement

• Building and owning the KPI framework for the Retention Department (e.g., LTV, repeat purchase rate, churn, flow performance, CSAT, resolution rate, and chargeback win rate)
• Reporting retention performance to the CEO and the performance team on a regular cadence, clear data, clear interpretation, clear recommendations
• Identifying patterns in customer behaviour, post-purchase drop-off, and complaint trends, and translating them into improvements across both strategy and execution
• Tracking the in-house transition progress - which capabilities have been fully owned internally, which are still agency-led, and what the roadmap looks like to close that gap

Qualifications

• Proven experience owning retention in a US DTC or e-commerce brand
• Strong cross-functional operator
• Genuine understanding of the full US retention ecosystem
• Data-driven decision maker

Requirements

• Hands-on experience with retention and email/SMS platforms (e.g., Klaviyo, Loop)
• Understanding of subscription-based DTC models
• Familiarity with CRO principles
• Experience managing a CS function alongside retention
• Background in beauty, wellness, or personal care DTC brands

Instant No's

• You've only worked retention at an agency level
• You can't operate across both strategy and execution
• You see CS and retention as separate functions

How We Measure Your Performance

• LTV and repeat purchase rate improvement for the US customer base
• Email and SMS flow performance
• Churn rate and subscription retention metrics
• CSAT and resolution SLA adherence across the CS team
• Chargeback win rate and dispute submission accuracy
• Cross-functional reliability

Benefits

• Competitive salary based on experience
• Fully remote
• Access to an existing agency foundation and strong cross-functional support
• Full ownership of a high-impact function