Senior Subscription Retention Lead

We are looking for a senior retention professional to improve repeat purchase rates, reduce subscription churn, and increase customer lifetime value for a growing direct-to-consumer meal delivery business.

This is not an email marketing or Klaviyo execution role. Email and SMS may support the strategy, but the main responsibility is to diagnose retention problems and lead measurable initiatives across the full customer lifecycle.

Key Responsibilities

Own repeat purchase, subscription retention, churn, and customer lifetime value performance
Analyze customer, order, subscription, cancellation, and cohort data
Identify why customers do not reorder or cancel their subscriptions
Build and prioritize a retention roadmap based on commercial impact
Improve subscription mechanics, including pause, skip, save offers, cancellation journeys, failed-payment recovery, and reactivation
Develop behavioral customer segments based on purchasing patterns, churn risk, preferences, and customer value
Design loyalty, referral, bundling, and retention offer strategies
Identify customer experience, product, delivery, pricing, or support issues affecting retention
Coordinate retention initiatives across customer support, operations, product, technology, acquisition, and marketing
Measure results through repeat purchase, churn, retention, and CLTV metrics
Requirements

Demonstrated experience owning retention outcomes for a subscription or repeat-purchase e-commerce business
Proven improvement in repeat purchase rate, churn, subscription retention, or CLTV
Experience executing retention initiatives beyond email and SMS
Strong cohort analysis and customer segmentation skills
Hands-on experience improving subscription journeys or mechanics
Ability to work cross-functionally with support, operations, product, and marketing teams
Strong commercial judgment and ability to prioritize initiatives based on expected impact
Clear communication and reporting skills
Experience in meal delivery, food, grocery, supplements, wellness, or consumer packaged goods is highly preferred.

Experience with Klaviyo, Shopify, or other CRM platforms is helpful but is not the main qualification.

This Role Is Not Suitable For

Candidates whose experience is mainly building email flows or campaigns
Email designers, copywriters, or newsletter managers
Applicants whose primary proof is email-attributed revenue, open rates, or click rates
Candidates who have not directly owned retention, churn, repeat purchase, or CLTV outcomes
Application Questions

Please include answers to the following:

What repeat purchase, churn, retention, or CLTV metric have you personally improved? Include the starting point, final result, actions taken, and timeframe.
Describe one retention initiative you executed outside email or SMS.
Describe one subscription mechanic you built or improved.
Describe one cohort or behavioral segmentation analysis you performed and the action that followed.
What percentage of your recent work focused on email/SMS execution versus broader retention strategy and cross-functional work?
Pay: $53,000.00 – $85,000.00 per year

Work Location: Remote