F
Head of Customer Experience & Retention
Contract type
Ongoing
Work mode
Remote · Europe
Experience
Lead / principal · Not stated
Level inferred from job title
Job description
Owns retention and the full post-purchase customer experience for a functional mushroom pouch DTC brand, including subscription retention, loyalty, community and the website experience. Reports to the co-founder who runs operations and manages a Shopify developer and a web and brand designer.
At a glance
- Employment
- Full-time
- Work mode
- Remote · Europe
What you'll do
- Own retention end to end, including repeat purchase rate and subscription retention, especially in months two and three
- Own the retention tools the company already has and the ones it is missing; keep what works working, improve it, and build what is not there yet, starting with a loyalty program
- Review the full customer journey, from the website to the package to everything post-purchase, and make it coherent: same message, same brand, no gaps
- Lead a Shopify developer and a web and brand designer who work under you to keep the site consistent and ship the changes you prioritise
- Grow the Facebook community of Flow customers and make it part of why people stay
- Provide a clear weekly view of retention, repeat purchase and the metrics the support team reports, so the founders know where they stand
What we're looking for
- Have owned retention or lifecycle at a subscription or consumable DTC brand at meaningful scale, at Director level or above, and can show the numbers you moved: cohort retention, repeat rate, LTV
- Have built a retention function, or a large part of one, rather than inherited a finished machine: the tools, the team, the reporting, the experiments
- Hands-on with the Shopify ecosystem, Klaviyo or an equivalent email and SMS platform, a subscription app (Recharge, Skio or similar), post-purchase and loyalty tools, and analytics
- Have managed a team or outside vendors and are comfortable briefing a developer and a designer
- Hungry to try things nobody in the category has tried, and still happy doing unglamorous work, from packaging vendors to flow audits
- Based in the US, or in Europe with a working day that overlaps US Eastern hours
Nice to have
- A consumables or wellness background
Apply
About Flowpouch
Functional mushroom pouches as a clean alternative to nicotine pouches and energy products
Flow Pouch makes functional mushroom pouches. People use them as a clean alternative to nicotine pouches and energy products: no nicotine, no caffeine, no crash. Launched in 2024, grown quickly mostly through subscriptions, and manufactures in the US. A remote team of about 30 people globally.
Key facts
- about 30 people
- 2024
- Launched in 2024
- Grown quickly, mostly through subscriptions
- Remote team of about 30 people globally
- Most revenue comes from subscribers