Head of Retention – Customer Experience
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Job Description
Head of Retention & Customer Experience managing post-purchase performance and customer happiness for DTC brands. Overseeing customer service operations, retention strategies, and data analysis.
Responsibilities:
- Own all customer service operations across brands (in-house and/or outsourced)
- Set KPIs for CSAT/NPS, First response time, Resolution time, Refund & chargeback rates
- Own and improve repeat purchase rate, Subscription retention & churn, Blended LTV
- Own all post-purchase flows, including Order confirmation & education, Onboarding and product usage education
- Build dashboards and reporting around retention metrics
Requirements:
- 5+ years in DTC retention, lifecycle marketing, or CX leadership
- Experience managing customer support teams
- Deep familiarity with email & SMS platforms, subscription models, Shopify-based ecosystems
- Strong understanding of DTC unit economics and LTV modeling
Benefits:
- Health and wellness programs
- Professional development opportunities
- Remote work flexibility
- Paid time off
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