Head of Customer Retention

Javvy Coffee Company

56d

About The Position

Mission: Grow lifetime value of Javvy’s customers
What you’ll do:
Lead all aspects of customer lifecycle marketing with the primary goal of building lifetime value of customers acquired on Shopify & marketplaces.
Oversee all retention efforts across owned and paid channels including but not limited to subscriptions, email, SMS, eCommerce marketplaces, Amazon, paid ads, offline, and website.
Responsible for managing at least one direct report dedicated to tactical execution on retention channels.
Collaborate with cross-functional teams including Growth, Customer Experience, and Operations to ensure alignment across the business.
Be a champion of initiatives that drive up order frequency, AOV and ultimately help us derive more value from every customer.
Oversee and perform customer segmentation analytics (behavioral, attitudinal, demographic) and formulate a strategy and implement tactics to grow LTV through subscription portal optimization, product/brand experience improvements, cross sell, winback initiatives, etc.
Develop creative assets for retention campaigns, working alongside the content and design team members.

Requirements

• Minimum 5 years of hands-on experience in lifecycle marketing within a digitally native, consumables brand.
• Prior experience leading subscription retention and loyalty at a high-growth, subscription-based CPG brand.
• Experience working within Shopify, Email, SMS & Subscription tech platforms.
• Data-driven individual with a strong background tracking, reporting, analyzing campaign performance.
• Comfortable working in a fast-paced, lean environment.
• Ability to operate autonomously without a great deal of hand-holding.

Responsibilities

• Lead all aspects of customer lifecycle marketing with the primary goal of building lifetime value of customers acquired on Shopify & marketplaces.
• Oversee all retention efforts across owned and paid channels including but not limited to subscriptions, email, SMS, eCommerce marketplaces, Amazon, paid ads, offline, and website.
• Responsible for managing at least one direct report dedicated to tactical execution on retention channels.
• Collaborate with cross-functional teams including Growth, Customer Experience, and Operations to ensure alignment across the business.
• Be a champion of initiatives that drive up order frequency, AOV and ultimately help us derive more value from every customer.
• Oversee and perform customer segmentation analytics (behavioral, attitudinal, demographic) and formulate a strategy and implement tactics to grow LTV through subscription portal optimization, product/brand experience improvements, cross sell, winback initiatives, etc.
• Develop creative assets for retention campaigns, working alongside the content and design team members.

Benefits

• Competitive Salary
• 100% Company-Paid Health, Dental, Vision & Life Insurance for employees (Family coverage available at employee cost)
• 401(k) Retirement Plan
• Parental Leave
• Free Access to Javvy Products
• Career Growth Opportunities
• Collaborative, Fast-Paced Start-Up Environment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed