Head of Customer Retention
Skills
BrandingComputer Assisted Coding SoftwareCustomer DataEmail MarketingEnglishInterest RatesLoyalty Programs
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Fluent in English
- Available full-time 40+ hours per week
- 5+ years retention marketing experience with D2C ecommerce brands
- Proven experience at multi-8 or 9-figure direct response brands
- Deep expertise in email marketing strategy segmentation flows automations deliverability and optimization
- Experience with subscriptions and recurring revenue models
- Hands-on SMS marketing experience at scale
- Experience crafting offers loyalty programs and upsells to increase LTV
- Strong understanding of retention KPIs including LTV repeat purchase rate churn and CAC payback
- Strong copywriting instincts or ability to guide copywriters
Day to day
- Own the retention marketing function end to end with a strong focus on email, SMS, direct mail, subscriptions, and offer strategy.
- Rebuild, expand, and scale lifecycle programs to increase repeat purchases, customer loyalty, and lifetime value.
- Partner closely with creative, product, and paid teams to test new ideas, improve deliverability, and optimize performance through data-driven experimentation.