Head of Retention & Customer Experience - Remote

Brand Bolt•Denver, CO

7d•Remote

About The Position

Brand Bolt is a portfolio of direct-to-consumer brands in the health, wellness, and beauty space. We build category-defining brands through disciplined operations, data-driven marketing, and world-class customer experience. Retention is not a support function for us — it is a growth engine. We're looking for a Head of Retention & Customer Experience who will obsess over post-purchase performance, customer happiness, and lifetime value across our brands. Role Overview This role owns retention, repeat revenue, and customer experience across the entire Brand Bolt portfolio. You will be responsible for: Driving higher LTV, repeat purchase rate, and subscription retention Building best-in-class customer service operations Owning post-purchase marketing (email, SMS, loyalty, subscriptions, win-backs, etc.) Turning customer feedback into product, messaging, and operational insights This is a high-ownership, high-impact role for someone who treats retention like a profit center, not a cost center.

Requirements

5+ years in DTC retention, lifecycle marketing, or CX leadership
Experience managing customer support teams
Deep familiarity with: Email & SMS platforms (Klaviyo, Postmark, Attentive, etc.), Subscription models, Shopify-based ecosystems
Strong understanding of DTC unit economics and LTV modeling
Extremely data-driven but highly customer-empathetic
Obsessed with details and follow-through
Comfortable owning a number and being held accountable
Strong communicator who can work across departments
Bias toward action, testing, and iteration
Thinks like an operator, not just a marketer

Responsibilities

Customer Experience & Support Ownership
Own all customer service operations across brands (in-house and/or outsourced)
Set KPIs for: CSAT / NPS, First response time, Resolution time, Refund & chargeback rates
Create SOPs, scripts, escalation paths, and quality standards
Train, manage, and continuously improve the CS team
Ensure customer experience aligns with brand voice and positioning
Retention & LTV Growth
Own and improve: Repeat purchase rate, Subscription retention & churn, Blended LTV, Refund and cancellation reduction
Identify friction points in the post-purchase journey and eliminate them
Partner with product, supply chain, and marketing to fix root causes of churn
Post-Purchase Marketing (Email, SMS, Lifecycle)
Own all post-purchase flows, including: Order confirmation & education, Onboarding and product usage education, Replenishment & cross-sell, Win-back and churn prevention, Subscription lifecycle messaging
Collaborate with creative and copy to ensure messaging is on-brand and conversion-focused
Continuously test subject lines, offers, timing, and segmentation
Ensure email/SMS is driving incremental revenue, not just sends
Data, Insights & Reporting
Build dashboards and reporting around retention metrics
Use cohort analysis to understand: Why customers stay, Why they churn, What increases LTV
Surface customer insights that inform: Product improvements, Offer strategy, Creative angles, Ad messaging
Cross-Functional Leadership
Work closely with: Paid media & acquisition teams, Creative & brand teams, Operations & fulfillment, Product development
Act as the voice of the customer inside the organization
Advocate for changes that improve long-term customer value, even when it's uncomfortable