Head of Retention

Head of Retention

Remote | High-Growth DTC Subscription Brand

Most retention roles are built around optimizing existing systems.

This one is about building the entire engine from scratch.

Morgan Mace are partnering confidentially with a founder-led, highly profitable direct-to-consumer brand that has already built a strong acquisition machine and is now entering its next major growth phase: creating a world-class retention and subscription ecosystem designed to maximize customer lifetime value and recurring revenue.

They are hiring their first-ever Head of Retention — a strategic and hands-on leader who can architect the full customer lifecycle journey while building a subscription product designed to become a core part of the customer experience.

This is not a traditional CRM role focused purely on campaigns and flows. The business is looking for someone who deeply understands subscription economics, customer behavior, lifecycle strategy, cohort analysis, churn reduction, and long-term retention growth.

You’ll work directly alongside the founder in a highly agile, fast-moving environment with real ownership, autonomy, budget influence, and the opportunity to build a critical growth function from day one.

What You’ll Own:

• Build and launch the subscription program from zero

• Develop the retention and lifecycle strategy end-to-end

• Own CRM, email, SMS, post-purchase and win-back flows

• Improve customer LTV, repeat purchase behavior, and subscriber retention

• Lead retention analytics, cohort analysis, churn forecasting, and customer segmentation

• Evaluate and implement the retention tech stack

• Partner closely with founder, operations, engineering, and growth teams

• Build scalable systems that support long-term global growth

Ideal Background:

• 5+ years within DTC retention, lifecycle, CRM, or subscription growth

• Proven experience launching and scaling subscription products

• Strong understanding of LTV, churn, cohorts, and retention metrics

• Hands-on experience with Klaviyo, Attentive, Recharge, Stay AI, or similar tools

• Experience building systems/functions from scratch

• Commercially minded operator who understands revenue impact, not just marketing execution

Strong Plus:

• Subscription-first consumer brands

• Kids, gifting, family, or emotionally driven products

• High-growth founder-led businesses

• Experience scaling subscription revenue beyond $5M ARR

What’s On Offer:

• Competitive base salary

• Uncapped performance bonus tied to retention and subscription growth

• Significant ownership and autonomy

• Founder-level exposure and influence

• Remote-friendly working environment

• Opportunity to build something meaningful with long-term growth potential

If you’re interested in building a retention engine from the ground up rather than inheriting someone else’s system, Please apply!