Head of Retention - US Market Experience Required

UMAEZ LLC

1d • $36,000 - $60,000 • Remote

About The Position

UMAЕZ is a scaling direct-to-consumer fragrance and skincare brand focused primarily on the US market. The company has a strong paid-social acquisition engine and currently works with external partners on post-purchase operations. It is hiring a Head of Retention to lead the transition toward an internally owned retention function, building the systems, expertise, and infrastructure needed to scale it.

The Head of Retention will own the US post-purchase strategy and its execution. Initially, the role will work alongside existing partners to learn what is effective and determine what should be rebuilt in-house; over time, it will take progressively greater ownership of the function. The role works with the CEO, Head of CRO, and Head of Marketing to align retention with performance goals, and with marketing leads, developers, copywriters, and the customer service team to implement and improve the work.

The position covers retention strategy, customer journeys and messaging, offer and bundle strategy, partner management, implementation, retention technology, operating procedures, performance measurement, and continuous improvement. Success is measured through US customer lifetime value and repeat-purchase improvements, email and SMS performance, churn and subscription retention, customer service outcomes, chargeback results, and cross-functional reliability. The company describes this as a senior leadership role, offers a competitive salary based on experience, and states that it is fully remote.

Requirements

• Proven experience owning retention at a US DTC or e-commerce brand, with measurable impact from post-purchase flows, email/SMS programs, or LTV strategies for US customers.
• Strong cross-functional operating skills and the ability to work with executives and team leads as well as developers and copywriters.
• Understanding of the US retention ecosystem, including flows, segmentation, copy, tooling, customer service, and related data.
• Data-driven decision-making skills, including the ability to analyze US retention metrics, identify underperformance, and prioritize improvements.
• Ability to operate across both retention strategy and hands-on execution.
• Experience owning retention outcomes within a brand; agency-only retention experience without in-brand ownership is not considered suitable.
• Recognition that customer service and retention are closely connected, with accountability for both.

Nice To Haves

• Hands-on configuration experience with retention and email/SMS platforms such as Klaviyo, Loop, or similar.
• Understanding of subscription-based DTC models and retention levers for repeat-purchase consumer categories in the US.
• Familiarity with CRO principles and post-purchase page and upsell-flow testing.
• Experience managing a customer service function alongside retention.
• Background in beauty, wellness, or personal care DTC brands, with a strong understanding of US buyers in these categories.

Responsibilities

• Build a US retention strategy aligned with acquisition performance, offer structure, and growth targets, in collaboration with the CEO, Head of CRO, and Head of Marketing.
• Develop post-purchase strategies, including email and SMS flows, reactivation sequences, win-back campaigns, loyalty mechanics, and subscription retention.
• Identify retention opportunities by product line, customer segment, and purchase behavior using US performance data.
• Contribute a retention perspective to offer and bundle strategy, including packaging, pricing, and sequencing to encourage repeat purchases.
• Partner with the Head of CRO to build and test post-purchase page experiences and upsell flows.
• Manage the relationship with existing partners, make effective use of the current setup, and develop a roadmap for bringing the function in-house.
• Brief and collaborate with developers to scope, review, and launch retention flows, automations, and tooling on time.
• Collaborate with copywriters on email, SMS, post-purchase, and reactivation content while maintaining brand voice and conversion logic.
• Work with the customer service team on post-purchase fulfillment experiences, including order communications, delay handling, and customer service handoffs within retention flows.
• Own the retention technology stack, including its tools, integrations, and platforms, and keep it configured, maintained, and optimized.
• Build and maintain standard operating procedures for consistent retention execution as the function scales and transitions in-house.
• Build and own the Retention Department KPI framework, including metrics such as LTV, repeat-purchase rate, churn, flow performance, CSAT, resolution rate, and chargeback win rate.
• Report retention performance regularly to the CEO and performance team, providing data, interpretation, and recommendations.
• Analyze customer behavior, post-purchase drop-off, and complaint trends and translate findings into strategic and operational improvements.
• Track the transition to in-house ownership, identifying internally owned capabilities, capabilities that remain agency-led, and steps needed to close the gap.

Benefits

• Competitive salary based on experience.
• Fully remote work.
• Access to an existing agency foundation, cross-functional support, and the tools needed to build the function.
• Full ownership of a high-impact function at a brand with significant scale and growth potential.

What This Job Offers

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