Head of Retention

About the Company

We are partnering exclusively with one of the fastest-growing consumer health companies in the world. The brand is subscription-first, premium DTC, and already operating at nine-figure ARR across 40+ countries — all achieved in under two years. It is backed by serious institutional capital and high-profile brand and athlete partnerships.

Retention is now the primary growth lever. The function has not been built at this scale yet. This role builds it from the ground up.

About the Role

This is a full subscriber P&L ownership role — not a CRM manager position with a senior title. You will own every metric that drives long-term subscriber value: NRR, gross churn, LTV, payback period, and reactivation rate. You will build the lifecycle programme, the cross-sell engine, the AI-native operating model, and the loyalty framework that makes this brand's subscriber relationship category-defining.

Key responsibilities include:

• Owning subscriber P&L — NRR, gross and voluntary churn, LTV, reactivation rate, and payback
• Driving monthly-to-annual subscription migration and building dunning and payment retry flows
• Running lifecycle and CRM end-to-end across email, SMS, push, and in-app in 40+ markets
• Leading a lifecycle creative team to high-volume, high-quality output
• Building an AI-native operating model — predictive churn modelling, generative content at scale, agentic workflows
• Architecting cross-sell engines that turn single-SKU buyers into multi-product subscribers
• Building loyalty, referral, and community programmes that compound
• Delivering cohort analytics, LTV forecasting, and weekly retention reporting
• Partnering with performance marketing, product, and finance on LTV signals and subscriber economics

What We're Looking For

The following are non-negotiable:

• ✓ Scale credentials — $50M+ ARR or 250,000+ active subscribers personally owned. Or a clear, specific case for why this benchmark does not apply to your trajectory.
• ✓ AI-native — not AI-curious. LLMs, predictive models, and generative tools are already embedded in your daily workflow and you can demonstrate the output.
• ✓ Demonstrable retention impact — specific and defensible movement in NRR, gross churn, or LTV with a clear story of how you achieved it.
• ✓ Platform depth — hands-on expertise in Klaviyo, Attentive, Recharge/Skio/Stay, Shopify, and the data infrastructure connecting them.
• ✓ Subscription DTC fluency — dunning, pause vs. cancel logic, monthly-to-annual offer architecture, replenishment cadence, win-back economics.
• ✓ Creative leadership — you can brief a winning email and identify a weak one in five seconds.
• ✓ Commercial range — cohort analysis, LTV modelling, and payback math. You can defend your numbers to a CFO.

Advantageous (not required):

• Background in health, wellness, supplements, beauty, or premium lifestyle DTC
• Experience scaling retention across multiple international markets
• Loyalty programme design and execution at scale
• Community, content, or membership-led retention experience
• A clear point of view on where retention is heading in the next 24 months