Head of Retention, DTC Subscription

Location: London, England, United Kingdom; fully remote, based outside the US.

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

Company

hirify.global is a profitable DTC pet brand selling premium pet products through Shopify, Amazon, and Chewy, generating $50M+ annually and scaling toward $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 programs.
• Lead email, SMS, and lifecycle marketing through welcome, post-purchase, replenishment, cross-sell, VIP, and win-back journeys.
• Manage the retention agency’s calendar, flows, targets, testing, list health, deliverability, and results.
• Lead the customer experience team, set customer service policy, and manage CX KPIs including CSAT, response time, AI resolution rate, refunds, chargebacks, and reviews.
• Track cohort retention, repeat purchase rate, churn, MRR, and lifetime value by brand and channel; report weekly and run monthly retention reviews with the CEO.
• Document the retention playbook as SOPs and identify the largest growth lever through continuous testing and analysis.

Requirements

• Fully remote and based outside the US.
• Fluent English required.
• 5–6+ years of retention or lifecycle experience at DTC brands, including leading retention at a subscription brand generating $30M–$50M+ annually; experience with nine-figure brands is preferred.
• Experience growing subscription programs and strong knowledge of churn, saves, cohorts, and MRR.
• Ability to build email and SMS programs using Klaviyo or a similar platform that generate significant revenue without damaging list health.
• Deep hands-on experience with Klaviyo or a similar tool and Loop or a similar subscription platform.
• Strong analytical skills covering cohort data, lifetime value, churn, repeat purchase rate, and retention levers.
• Experience running structured tests on offers, flows, and save tactics and interpreting results accurately.
• Experience leading retention and customer experience teams and managing agencies through KPIs and goals.
• Commercial judgment, customer-focused problem solving, excellent cultural fit, and willingness to work closely with the founder while helping scale the company.

Culture & Benefits

• 100% remote work with a lean, senior team and direct collaboration with the founder.
• Fast-moving environment focused on creativity, speed, data-driven decisions, AI, and automation.
• Weekly retention testing, rapid response to churn and customer experience issues, and a strong ownership culture.
• Performance bonus of 15–20% of base salary after the trial period.
• The role is hands-on and results-driven rather than a stress-free corporate 9–5 position.

Hiring process

• Application and screening interview.
• In-depth interview with the CEO, reference calls, and final interview with the CEO.