Head of Retention & CX, DTC Ecommerce

Location: Remote, based outside the US; listed location: London, England, United Kingdom

Salary: USD $115,000–$145,000 per year based on experience and expertise, plus a 15–20% performance bonus after the trial period

Company

hirify.global is a profitable DTC pet brand selling premium pet products through Shopify, Amazon, and Chewy, with annual revenue above $50M and plans to scale beyond $100M across two brands.

What you will do

• Own the subscription programs for both brands, including offers, cadence, bundles, customer portal, cancellation flows, save offers, skips, swaps, pauses, and win-back flows.
• Lead email, SMS, and lifecycle marketing, including welcome, post-purchase, replenishment, cross-sell, win-back, VIP, sale, and launch campaigns.
• Manage the retention agency’s calendar, flows, targets, and results while maintaining list health and deliverability.
• Improve the full post-purchase journey and develop loyalty, referral, or VIP programs when supported by the numbers.
• Lead the Customer Experience Manager and set customer service policies covering CSAT, response time, AI resolution rate, refunds, chargebacks, and reviews.
• Report cohort retention, repeat purchase rate, lifetime value, churn, subscriber metrics, MRR, and save rate by brand and channel; run weekly reporting and monthly retention reviews with the CEO.

Requirements

• Must be fully remote and based outside the US.
• 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; this is a must.
• Experience growing a subscription program and strong knowledge of churn, saves, cohorts, and MRR.
• Experience building email and SMS programs using 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, identify key levers, and run disciplined tests on offers, flows, and save tactics.
• Experience leading a retention and customer experience team, including managing agencies through KPIs and goals.
• Strong commercial judgment, customer understanding, and ability to protect margin while improving retention.
• Excellent cultural fit, interest in scaling the company, and willingness to work closely with the founder in a hands-on environment.

Culture & Benefits

• 100% remote, lean, senior team with direct impact on the business.
• Fast-moving environment focused on creativity, data-driven decisions, AI, automation, and continuous retention testing.
• Core values include Better Everyday, Speed Is King, Work Smart, and Overdeliver.
• Hands-on role with direct founder collaboration; this is not 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 interview with the CEO.