Over 70% of this brand’s revenue already comes from returning customers, most of them subscribed.

The product works. Customers stay. The subscription base is healthy. But retention has never had a dedicated owner behind it.

That’s the gap this role exists to close.

Not through generic email marketing, but through a proper retention function: sharper lifecycle strategy, stronger post-purchase education, better churn reduction systems, smarter subscription experiences, and a structured retention roadmap that compounds customer value over time

WHO THEY ARE

Founded by two brothers who grew up watching their mother choose nature over quick fixes, this is a DTC wellness brand built around the belief that health should be supported at the root, not managed on the surface. That conviction became a product, and that product became a community of over 100,000 daily users across the UK.

The team is lean, remote, and moves fast. There's no management layer second-guessing decisions or month-long approval cycles before something goes live. The culture is direct and collaborative, built around three principles -Speed, Simplicity, and Scale - with a strong emphasis on ownership and doing the work that actually moves the business forward.

This is a fully remote, full-time role.

WHAT'S IN IT FOR YOU

• Ownership of the retention function - Take full control of lifecycle strategy, churn reduction, and subscription optimization
• Direct collaboration with the founder - Work closely on retention priorities, customer experience, and long-term LTV growth
• A real retention playground - Large customer base, strong subscription model, and meaningful acquisition volume create real testing opportunities
• Build the system from the ground up - Define how retention operates as the company continues scaling
• Path to team leadership - Opportunity to build and lead the retention function over time
• Remote-first environment - Results matter more than micromanagement

WHAT YOU'RE GETTING INTO

• Build the retention roadmap from the ground up, deciding what gets optimized, tested, expanded, or removed across the customer lifecycle
• Own Klaviyo end-to-end, including lifecycle flows, campaigns, segmentation, deliverability, testing, and retention-focused customer journeys
• Improve the subscription experience inside Skio through churn reduction strategies, cancellation flows, dunning systems, subscription incentives, and win-back mechanics
• Develop stronger post-purchase experiences through education, replenishment flows, upsells, cross-sells, and retention-focused communication
• Analyze cohort behavior, churn patterns, repurchase curves, and LTV trends to identify where retention opportunities exist and what should be prioritized next
• Build a structured A/B testing cadence across flows, offers, retention incentives, SMS, and win-back strategies that produces actionable learnings instead of random experimentation
• Collaborate closely with support, CRO, creative, and the founder to ensure the post-purchase experience feels consistent across every customer touchpoint
• Build documentation and retention systems that compound over time instead of relying on reactive fixes or disconnected campaigns

WHO YOU ARE

• 3+ years of hands-on retention, lifecycle, or subscription-focused experience within DTC ecommerce brands or high-level retention agencies
• Strong Klaviyo expertise, with the ability to build flows, segmentation systems, campaigns, and testing frameworks independently
• Hands-on experience with subscription-focused retention systems like Skio, especially around churn reduction and subscriber LTV growth
• Comfortable analyzing cohorts, churn behavior, repurchase curves, and retention metrics to identify opportunities and guide decisions
• Strategic and executional — able to define the retention roadmap while also implementing the work directly
• A strong understanding of how retention connects to customer psychology, subscription behavior, and long-term business growth
• Comfortable operating independently without needing a fully scoped roadmap handed over from day one

WHAT SUCCESS LOOKS LIKE

• 30 Days: The current retention system is fully audited, key lifecycle opportunities are identified, and the first optimizations across flows and cancellation journeys are already live.
• 60 Days: A structured retention testing cadence is running, with measurable improvements across churn reduction, lifecycle engagement, and subscription experience.
• 90 Days: A clear retention roadmap is established, lifecycle systems are compounding, and retention is becoming a meaningful driver of long-term LTV growth and customer value.