Head of Retention
About The Position
Ejam builds and scales high-growth DTC brands, many operating on subscription models where retention drives long-term enterprise value. As Head of Retention, you will own the full post-purchase customer journey — from first order through long-term loyalty. You will lead lifecycle strategy across email and SMS, develop retention systems that increase LTV, and reduce churn through data-driven experimentation. You will collaborate closely with Growth, CX, and Creative to ensure a seamless customer experience from acquisition through retention. This role blends strategy, execution, analytics, and customer psychology.
Requirements
- 5+ years of experience in retention, lifecycle, or CRM marketing (ideally within subscription or DTC brands)
- Deep hands-on experience with Klaviyo or similar ESP and SMS platforms
- Proven success improving LTV and reducing churn in a subscription business
- Strong analytical skills with experience in cohort analysis and forecasting
- Experience partnering with CX teams to implement customer feedback loops
- Strong communication and project management skills
- Ability to think strategically while executing quickly and independently
Responsibilities
- Own customer lifetime value by developing and executing strategies that increase repeat purchase rate and subscription longevity
- Build and optimize systems that proactively identify and retain at-risk subscribers
- Create and manage winback and reactivation campaigns
- Oversee lifecycle marketing across email and SMS platforms (Klaviyo or similar)
- Build and optimize automated flows, segmentation strategies, and promotional campaigns
- Maintain dashboards tracking churn, retention, cohort behavior, and LTV
- Analyze data weekly to identify trends and performance improvement opportunities
- Forecast retention performance and recommend growth initiatives
- Partner with Growth to align acquisition messaging with retention strategy
- Collaborate with CX to implement customer feedback into lifecycle improvements
- Design onboarding, post-purchase nurture, subscription save, and loyalty programs
- Lead ongoing A/B testing across messaging, offers, timing, and segmentation
- Advocate for the customer experience using both quantitative and qualitative insights
Benefits
- Competitive base salary designed to reward high performance and impact
- 401(k) plan with company matching
- Comprehensive health benefits including medical, dental, and vision coverage
- Stock option plan so you can share in the value you help build
- Generous paid time off and company holidays
- Real ownership and autonomy to drive measurable growth
- Ongoing professional development opportunities as we scale
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
