Head of Retention

Location: Bondi Junction, New South Wales, Australia; hybrid workplace with remote work listed

Company

hirify.global is an Australian consumer technology company connecting more than 3 million diners with 10,000 restaurants across 18 cities through a dining platform.

What you will do

• Set the retention strategy across early repeat, habit formation, transaction frequency, reactivation and lifetime value across Australia, the UK and New Zealand.
• Identify opportunities in customer cohorts and behaviour, prioritise them and convert insights into a focused roadmap.
• Build a high-tempo experimentation programme using clear hypotheses, appropriate controls and incremental-value decisions.
• Shape loyalty, Dining Credit, Caviar Reserve, referral and incentive mechanics while protecting customer economics.
• Partner with Product, Data, Finance, Acquisition and Commercial to improve customer experiences and address root causes beyond marketing channels.
• Lead two Lifecycle Marketing Managers and improve the quality, speed, automation and effectiveness of customer engagement.

Requirements

• Track record of owning measurable retention, engagement or customer growth outcomes in a scaled consumer business, with the ability to explain the causes of impact.
• Strong strategic and analytical thinking, including cohorts, experimentation, incrementality, customer economics and distinguishing activity from real growth.
• Product-led judgement to identify when a campaign is appropriate and when a customer experience, supply or product issue requires fixing.
• Commercial confidence with incentives and trade-offs, including the ability to defend investment decisions with senior leaders.
• High standards, pace and ownership; ability to make decisions with imperfect information and operate through ambiguity.
• Ability to coach and develop marketers, establish clear accountability and scale a function without becoming its bottleneck.

Nice to have

• Experience in a high-frequency app, marketplace, delivery, mobility, loyalty, fintech or subscription business.

Culture & Benefits

• Work with a loved consumer product operating at meaningful scale across Australia, the UK and New Zealand.
• Join an internationally ambitious business with an established product and a large opportunity to increase dining frequency.
• Own the development of retention systems, experiments and product experiences with measurable commercial impact.