Head of Lifecycle & Customer Experience (DTC)

Location: Fully remote, based outside the United States. The role is listed in London, United Kingdom.

Salary: USD $115,000–$145,000 per year, plus a performance bonus of 15–20% of base salary after the trial period.

Company

hirify.global is a profitable direct-to-consumer pet brand selling premium products through Shopify, Amazon, and Chewy, with annual revenue above $50M and a second brand in development.

What you will do

• Own subscription programs for both brands, including offers, cadence, bundles, customer portal, cancellation flows, save offers, skips, swaps, pauses, and win-back programs.
• Lead email, SMS, and lifecycle strategy, including welcome, post-purchase, replenishment, cross-sell, win-back, and VIP flows.
• Manage the retention agency’s calendar, flows, targets, testing, results, list health, and deliverability.
• Improve the full post-purchase experience and operate loyalty, referral, or VIP programs when justified by the numbers.
• Lead the Customer Experience Manager, set customer service policy, and manage CX KPIs including CSAT, response time, AI resolution rate, refunds, chargebacks, and reviews.
• Report cohort retention, repeat purchase rate, churn, subscription metrics, and lifetime value by brand and channel; run monthly retention reviews and document SOPs.

Requirements

• Must be based outside the United States and work fully remotely.
• Fluent English required.
• 5–6+ years of retention or lifecycle experience at DTC brands, including retention leadership at a subscription brand generating $30M–$50M+ annually.
• Experience growing subscription programs and strong knowledge of churn, saves, cohorts, and MRR.
• Experience building email and SMS programs with Klaviyo or a similar platform.
• Deep hands-on experience with Klaviyo or a similar tool and Loop or a similar subscription platform.
• Ability to analyze cohort, lifetime value, and churn data and identify high-impact levers.
• Experience running structured tests on offers, flows, and save tactics.
• Experience leading retention and customer experience teams and managing agencies through KPIs and goals.
• Strong commercial judgment, customer understanding, cultural alignment with the stated values, and willingness to work closely with the founder while scaling the company.

Culture & Benefits

• 100% remote work within the stated geographic restriction.
• Lean, senior, fast-moving environment with direct impact on a growing business.
• Data-driven culture focused on continuous testing, speed, smart use of AI and automation, and overdelivering on retention outcomes.
• Direct collaboration with the founder and responsibility for scaling the business from $50M+ toward $100M+.
• The role is hands-on and high-intensity rather than a stress-free corporate 9–5 position.
• Performance bonus of 15–20% of base salary after the trial period.

Hiring process

• Application and screening interview.
• In-depth interview with the CEO, reference calls, and final CEO interview.
• 90-day targets for each outcome are agreed before the start date.