Head of Retention (DTC)

TL;DR

Head of Retention (DTC Subscriptions): Own subscriber onboarding strategy for DTC brands with an accent on consumer psychology, copywriting, and data-driven frameworks. Focus on researching customer churn mechanics, building tailored onboarding sequences, writing human-like conversation copy, and iterating based on real performance data.

Location: Canada, United States

Company

Retention company working with DTC subscription brands to keep customers subscribed longer.

What you will do

• Research new brands deeply: product, customer, churn reasons, competitive landscape
• Build complete subscriber onboarding frameworks tailored to product category and psychology
• Write all conversation copy word-for-word
• Design psychological architecture and retention levers in customer experience
• Adapt frameworks across verticals like supplements, skincare, food, pet, fitness, wellness
• Train team on framework execution
• Analyze customer data to identify weak points and iterate

Requirements

• Experience in retention, CX, lifecycle, or sales at DTC subscription brand
• Deep understanding of consumer psychology mechanics
• Ability to write human-sounding copy
• Obsessive attention to detail and nuance
• Quickly understand new brand's customer
• Think in systems and frameworks
• Understanding of subscription economics: LTV, churn curves, cohort analysis