Head of Retention at DTC brand

Paired

1d•Remote

About The Position

We are a retention agency specializing in email and SMS marketing for fast-growing Direct-to-Consumer (DTC) subscription brands. Our clients operate in recurring revenue physical product categories such as supplements, skincare, pet food, protein, and coffee. This role is responsible for leading retention efforts across our client portfolio, focusing on extending subscriber lifetime value. The process involves in-depth brand learning through customer reviews, cancellation feedback, customer service interactions, and personal product use to understand true customer motivations and cancellation reasons. The role requires building subscriber onboarding programs from scratch, including writing all email and SMS copy for initial customer sequences. This is a hands-on writing role, not a management or briefing position. The Head of Retention will manage this process for six to eight brands simultaneously, adapting strategies to the unique psychology of different customer segments (e.g., skincare vs. pet food). Once frameworks are established, the role includes training execution teams, analyzing cohort performance data, and iterating on strategies based on real-time retention metrics.

Requirements

Experience working within a DTC subscription brand or an agency serving them.
Hands-on experience with Klaviyo.
Hands-on experience with a subscription platform such as Recharge, Skio, or Ordergroove.
A track record of improving churn, LTV, or save rate metrics, with the ability to describe this in detail.
Direct ownership of copy for onboarding, winback, cancel, or pause flows.
Must have personally written customer-facing copy in the past two years.
Must be based in Canada or the United States.
Must have meaningful working-hour overlap with North American time zones.

Responsibilities

Learn new brands in depth by reviewing customer feedback, cancellation data, and customer service insights, and by using the product.
Understand the target customer and the reasons for cancellation, moving beyond assumptions about price being the primary driver.
Build subscriber onboarding programs from scratch, including email and SMS sequences for the initial weeks of a subscription.
Write all customer-facing copy for onboarding, winback, cancel, or pause flows.
Manage the retention process across six to eight brands simultaneously, adapting strategies to different product categories and customer psychologies.
Train execution teams on established retention frameworks.
Review cohort performance data and iterate on strategies based on retention metrics.
Onboard new brands by repeating the retention strategy cycle.