Head of Lifecycle & Customer Experience

Accountabilities

- Lead the subscription programs across both brands, overseeing offers, bundles, subscription cadence, customer portals, and cancellation journeys.

- Develop and test retention initiatives, including save offers, skip, swap and pause options, and win-back campaigns to reduce churn and improve subscriber retention.

- Own email and SMS marketing strategy, manage the retention agency, oversee campaign calendars and lifecycle flows, and maintain strong list health and deliverability.

- Build and optimize the complete customer lifecycle, including welcome, post-purchase, replenishment, cross-sell, win-back, loyalty, and VIP journeys.

- Improve the post-purchase experience by analyzing cancellation reasons, customer reviews, surveys, and support interactions, then coordinating solutions with relevant teams.

- Lead the customer experience function, manage the Customer Experience Manager, establish customer service policies, and monitor key metrics such as CSAT, response times, AI resolution rate, refunds, and chargebacks.

- Track subscription performance, monthly recurring revenue, churn, save rates, repeat purchase rates, cohort retention, and customer lifetime value by brand and channel.

- Establish a consistent testing and optimization process, ensuring that retention initiatives are measured, documented, and improved continuously.

- Collaborate with growth and brand leadership on promotional campaigns, product launches, and initiatives that increase subscription adoption and customer engagement.

- Lead regular retention performance reviews, identify the most important growth opportunities, and develop standard operating procedures to ensure sustainable execution.

Requirements:

- 5-6+ years of experience in retention or lifecycle marketing within direct-to-consumer businesses.

- Essential: previous experience leading retention for a subscription-based brand generating at least $30-50M in annual revenue, ideally at nine-figure scale.

- Strong expertise in subscription growth, churn reduction, save strategies, cohort analysis, and monthly recurring revenue.

- Proven ability to develop and manage email and SMS programs using Klaviyo or a comparable lifecycle marketing platform.

- Hands-on experience with Loop or a similar subscription management platform.

- Demonstrated leadership experience managing retention and customer experience teams, as well as external agencies.

- Strong analytical capabilities, with the ability to interpret customer, cohort, churn, and lifetime value data and translate insights into measurable improvements.

- Experience designing, running, and evaluating structured tests across subscription offers, lifecycle flows, and retention strategies.

- Strong commercial judgment and an understanding of profitability, margins, and the financial impact of discounts and retention incentives.

- Customer-focused mindset, with the ability to identify the underlying reasons customers stay, disengage, or cancel.

- Excellent communication skills and fluency in English.

- Comfortable working in a fully remote, fast-paced environment with significant ownership, accountability, and autonomy.

- Strong alignment with a culture of continuous improvement, speed, resourcefulness, data-driven decision-making, and high performance.

- Motivated to work closely with the founder and play a meaningful role in scaling a growing business.

Benefits:

- Fully remote position, open to candidates based outside the United States.

- Annual salary of USD $115,000-$145,000, depending on experience and expertise.

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

- Direct collaboration with the founder and senior leadership team.

- Significant ownership of lifecycle marketing, retention, and customer experience strategy across two brands.

- Opportunity to make a measurable impact on the growth of a profitable, rapidly scaling direct-to-consumer business.

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