--- type: JobPosting title: Lead of Retention company: Acentecom companyWebsite: "https://acentecom.com" category: crm-lifecycle seniority: LEAD contractType: FULL_TIME remote: REMOTE location: Spain market: LATAM postedAt: 2026-09-30 applyUrl: "https://jobs.ashbyhq.com/acentecom/eafb4168-2a0d-4e2e-ab82-3013762b7607/application" canonical: "https://www.growthtalent.org/jobs/crm-lifecycle/acentecom/lead-of-retention-acentecom" --- # Lead of Retention **Acentecom** · Spain ABOUT THE ROLE As our Lead of Retention, you will own retention performance across our portfolio of DTC e-commerce brands, turning customer behavior, lifecycle data, and subscription insights into strategies that increase customer lifetime value, reduce churn, and drive repeat and recurring revenue. This is a highly hands-on role with ownership across email, SMS, subscriptions, rebills, winback, and reactivation. You’ll also lead the transition of our retention operation from an external agency to an in-house model, building a scalable, measurable retention engine while partnering closely with Creative, CRO, Media Buying, Customer Experience, and Payments. WHAT YOU’LL OWN - Own retention performance across our portfolio of DTC brands, with clear accountability for LTV, churn, repeat purchase, subscription retention, and recurring revenue. - Lead the transition of our email and SMS operation from an external agency to an in-house model, maintaining performance and revenue throughout the transition. - Own and continuously optimize email and SMS across the customer lifecycle, including flows, campaigns, segmentation, testing, and performance optimization. - Ensure lifecycle flows are correctly mapped across offers and brands, continuously identifying gaps and opportunities to improve the customer journey. - Improve subscription and rebill performance, including retry strategies, soft-decline recovery, card updates, churn prevention, and overall rebill health. - Build and optimize winback and reactivation programs using cohort analysis and incremental performance measurement. - Own deliverability and list health across operators and regions, proactively identifying and resolving performance issues. - Build a structured retention experimentation roadmap across messaging, offers, timing, segmentation, lifecycle journeys, and subscription experiences. - Analyze retention performance across revenue per recipient, LTV, cohorts, and voluntary vs. involuntary churn to identify opportunities and determine what to test next. - Partner closely with Creative, CRO, Media Buying, Customer Experience, and Payments to connect retention insights with the broader customer journey. - Build scalable processes, documentation, and best practices so retention becomes a repeatable system rather than knowledge living with individual people. WHAT YOU BRING - Strong hands-on experience owning retention within a high-volume DTC e-commerce business. - Experience owning email end-to-end for an e-commerce brand generating eight figures or more in annual revenue. - Strong hands-on experience across both email and SMS, including flows, campaigns, segmentation, testing, and optimization. - Real experience with subscription and rebill performance, including retry strategies, soft-decline recovery, card updates, and involuntary churn. - Deep understanding of lifecycle marketing, segmentation, deliverability, winback, reactivation, and subscription retention. - Strong analytical skills and experience working with revenue per recipient, cohort analysis, LTV, churn, and incremental performance. - Hands-on experience with Klaviyo or similar email and SMS platforms. - Experience building and optimizing flows directly, with the ability to move from strategy and hypothesis into execution. - Experience partnering cross-functionally with Creative, CRO, Media Buying, Customer Experience, and Payments teams. - A highly proactive and autonomous approach. You’re comfortable taking ownership, solving problems, and moving quickly without requiring detailed direction. - Strong communication and organizational skills, with the ability to turn performance insights into clear actions and build scalable, well-documented ways of working. [Apply →](https://jobs.ashbyhq.com/acentecom/eafb4168-2a0d-4e2e-ab82-3013762b7607/application) --- Canonical: https://www.growthtalent.org/jobs/crm-lifecycle/acentecom/lead-of-retention-acentecom