Customer Experience & Retention Manager

Are you passionate about creating exceptional customer experiences that build loyalty and retention? Do you thrive in fast-paced, high-growth environments where you can take ownership, solve problems at the root, and design customer-first solutions that scale?

This fast-growing DTC brand is on a mission to help people rediscover the power of natural solutions, offering potent, delicious functional products made with ten of the most powerful mushrooms on Earth. With a strong community, a deeply personal origin story, and thousands of happy customers, the team is now seeking a Customer Experience & Retention Manager to elevate the customer journey end-to-end and systematically improve retention and lifetime value.

This role is about far more than handing support tickets. It’s about ensuring every customer touchpoint feels human, thoughtful, and consistent, while proactively solving problems and driving long-term loyalty.

THE MISSION

The Customer Experience & Retention Manager will own customer experience and retention end-to-end. From overseeing the CX agency and insulating founders from escalations, to mapping the entire customer journey and implementing systematic improvements, this role ensures that customers feel cared for, CX operations run smoothly, and retention consistently improves.

_This is a full-time contractor role with flexible hours, offering the opportunity to collaborate with a global team and work remotely from anywhere._WHAT’S IN IT FOR YOU

• Full ownership of customer experience and retention across the business
• Direct impact on Trustpilot reviews, CX metrics, customer loyalty, and LTV
• The opportunity to map and systematically improve the end-to-end customer journey
• Responsibility for designing and implementing retention initiatives (emails, loyalty programme, packaging, educational content, surprise-and-delight moments)
• Cross-functional collaboration with marketing, ops, and creative teams to deliver customer-first improvements
• Join a fast-growing DTC brand with a powerful mission and passionate community

WHAT YOU’LL BE DOING

• Manage and hold accountable a CX agency (5 agents + account manager)
• Join agency calls, review tickets/emails daily, and audit agent performance
• Take full ownership of escalations, insulating founders from day-to-day CX issues
• Identify recurring problems early, implement proactive solutions, and loop in ops/marketing teams as needed
• Provide feedback to agents, ensure standards are consistently met, and advise on hiring/firing decisions
• Map the entire customer journey, from order through long-term loyalty, to identify weak points and opportunities
• Own customer feedback loops: surveys, weekly customer calls, and insight gathering
• Design and implement retention initiatives, including emails, packaging updates, loyalty programmes, educational content, and surprise-and-delight moments
• Partner with marketing and creative teams to humanize the brand and strengthen emotional connection with customers
• Measure the impact of initiatives on churn, loyalty, and lifetime value, ensuring improvements are tested and results-driven
• Lead larger retention projects requiring cross-functional collaboration and act as the internal “voice of the customer,” constantly bringing forward customer-first ideas

WHO THEY’RE LOOKING FOR

• Managerial experience in customer support, ideally with exposure to retention or lifecycle marketing
• Skilled at managing agencies or distributed teams and driving accountability
• Detail-oriented, proactive problem solver who enjoys catching issues before they escalate
• Emotionally invested in customer happiness and motivated by ownership
• A creative problem solver who thrives in high-growth DTC environments
• Excellent communicator with high-level English skills
• Bonus: Experience working with loyalty and retention programmes

WHAT SUCCESS LOOKS LIKE30 Days: CX agency oversight is established, customer touchpoints are being audited, and founders are no longer handling daily escalations.

60 Days: Trustpilot reviews and CX metrics (response time, resolution rate) are trending upward, and recurring issues are being proactively resolved.

90 Days: The customer journey is mapped, retention initiatives are launched, and customers are feeling more supported and cared for.

6–18 Months: Retention and LTV are consistently improving, CX operations are running smoothly, and the brand delivers a best-in-class customer experience.

RECRUITMENT PROCESS

• Intro Chat – Quick call to align on goals, experience, and fit
• Founder Interview – Meet the leadership team and align on retention strategy
• Task – Review sample CX data and propose process improvements
• Final Interview – Present a 90-day plan and discuss next steps