Head of Retention

About the Opportunity

We are a fast moving, high volume DTC organization acquiring customers across multiple global markets every single day. Bringing customers in at scale is what we do best. Now we are looking for a Head of Retention to take command of what happens next.

This role is about pure scale. You are not starting from zero. You will step into a highly active environment, inherit a large established department and take ownership of an immense global customer base.

We need a commercial leader who can look past standard marketing playbooks to monetize a massive audience. If you know how to analyze complex behaviors, build the systems that drive repeat purchasing and turn single transactions into a sustainable revenue engine, you will have the team, the infrastructure and the traffic to execute your vision here.

The Team

You’ll lead a cross-functional team across several key areas of retention and growth. This group brings a mix of channel expertise, commercial insight, and operational capability, giving you an established foundation to execute at scale while continuing to evolve the team’s structure for future growth. As Head of Retention, you’ll set the direction, develop talent and emerging leaders, strengthen collaboration across functions, and build a high-performance culture focused on revenue, experimentation, and continuous improvement.

Let’s get into the details (tasks):

Own and execute the Email & SMS strategy across multiple markets, and customer lifecycle stages Lead, grow, and develop a high-performing Email & SMS Marketing team Take ownership of channel revenue, profitability, engagement, and customer lifetime value Build and continuously improve automated customer journeys — from onboarding and conversion to post-purchase, cross-sell, win-back, and retention Use segmentation, personalization, customer insights, and experimentation to improve communication relevance and performance at scale Partner across the business to unlock new growth opportunities and make Email & SMS a more scalable, efficient channel.

Requirements:

Leadership Experience

Proven experience leading and developing an Email, CRM, or Retention Marketing team Ability to set a clear direction, create accountability, and raise the bar for performance Strong coaching and people-development skills

Email & SMS Expertise

Deep understanding of Email and SMS marketing, including campaigns, automations, segmentation, and platforms such as Klaviyo, Iterable, Braze, or similar Strong knowledge of deliverability, sender reputation, list hygiene, and channel best practices Experience using data to personalize communication and improve customer engagement and revenue Strong testing mindset: you know how to turn ideas into structured experiments and scalable learnings Proven track record of using AI tools to improve team efficiency, speed, and the quality of customer communication

Business Understanding

Strong commercial mindset — you understand how retention activity connects to revenue, margin, LTV, and sustainable growth Experience managing performance across multiple markets, products, or customer segments is a strong advantage Comfortable working in a fast-paced e-commerce, startup, or scale-up environment Experience in DTC e-commerce or another high-volume transactional business

What we offer

A hybrid work model combining office and remote days Private health insurance along with mental health and wellness support A personal budget dedicated to your professional growth, conferences and courses Additional paid vacation days earned as you grow with the company Regular team building events, offsites and company wide activities Salary: 7,000 – 9,000 EUR gross

Salary

7000-9000 €/mon. gross

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