Head of Retention
Remote | High-Growth DTC Subscription Brand
Most retention roles are built around optimizing existing systems.
This one is about building the entire engine from scratch.
Morgan Mace are partnering confidentially with a founder-led, highly profitable direct-to-consumer brand that has already built a strong acquisition machine and is now entering its next major growth phase: creating a world-class retention and subscription ecosystem designed to maximize customer lifetime value and recurring revenue.
They are hiring their first-ever Head of Retention — a strategic and hands-on leader who can architect the full customer lifecycle journey while building a subscription product designed to become a core part of the customer experience.
This is not a traditional CRM role focused purely on campaigns and flows. The business is looking for someone who deeply understands subscription economics, customer behavior, lifecycle strategy, cohort analysis, churn reduction, and long-term retention growth.
You’ll work directly alongside the founder in a highly agile, fast-moving environment with real ownership, autonomy, budget influence, and the opportunity to build a critical growth function from day one.
What You’ll Own:
• Build and launch the subscription program from zero
• Develop the retention and lifecycle strategy end-to-end
• Own CRM, email, SMS, post-purchase and win-back flows
• Improve customer LTV, repeat purchase behavior, and subscriber retention
• Lead retention analytics, cohort analysis, churn forecasting, and customer segmentation
• Evaluate and implement the retention tech stack
• Partner closely with founder, operations, engineering, and growth teams
• Build scalable systems that support long-term global growth
Ideal Background:
• 5+ years within DTC retention, lifecycle, CRM, or subscription growth
• Proven experience launching and scaling subscription products
• Strong understanding of LTV, churn, cohorts, and retention metrics
• Hands-on experience with Klaviyo, Attentive, Recharge, Stay AI, or similar tools
• Experience building systems/functions from scratch
• Commercially minded operator who understands revenue impact, not just marketing execution
Strong Plus:
• Subscription-first consumer brands
• Kids, gifting, family, or emotionally driven products
• High-growth founder-led businesses
• Experience scaling subscription revenue beyond $5M ARR
What’s On Offer:
• Competitive base salary
• Uncapped performance bonus tied to retention and subscription growth
• Significant ownership and autonomy
• Founder-level exposure and influence
• Remote-friendly working environment
• Opportunity to build something meaningful with long-term growth potential
If you’re interested in building a retention engine from the ground up rather than inheriting someone else’s system, Please apply!
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