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.