Head of Retention
New
P
PairedDTC subscription
Canada. United StatesFull-TimeManager
Salary not disclosed
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Job Details
Requirements
- Experience in retention, CX, lifecycle, or sales at a DTC subscription brand
- Deep understanding of consumer psychology
- Ability to write copy that sounds like a real human
- Obsessive attention to detail and nuance
- Can take a brand you've never heard of and understand their customer within a week
- Thinks in systems and frameworks, not one-off deliverables
- Understanding of subscription economics – LTV, churn curves, cohort analysis
Responsibilities
- Own the subscriber onboarding strategy for every brand we work with
- Research new brands deeply before building anything – understand the product, the customer, why people buy, why people churn, and what the competitive landscape looks like
- Build complete subscriber onboarding frameworks for each brand, tailored to their specific product category and customer psychology
- Write all conversation copy – word for word, not bullet points or outlines
- Design the psychological architecture – decide which retention levers to pull and where they land in the customer experience
- Adapt frameworks across verticals – supplements, skincare, food/bev, pet, fitness, wellness. Each category has different customer psychology and you need to nail every one
- Train team members on how to execute each brand's framework
- Analyze real customer data to find weak points and iterate
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