Head of Retention & Customer Experience - Remote

Brand Bolt is a portfolio of direct-to-consumer brands in the health, wellness, and beauty space. We build category-defining brands through disciplined operations, data-driven marketing, and world-class customer experience. Retention is not a support function for us — it is a growth engine. We're looking for a Head of Retention & Customer Experience who will obsess over post-purchase performance, customer happiness, and lifetime value across our brands. Role Overview This role owns retention, repeat revenue, and customer experience across the entire Brand Bolt portfolio. You will be responsible for:

• Driving higher LTV, repeat purchase rate, and subscription retention
• Building best-in-class customer service operations
• Owning post-purchase marketing (email, SMS, loyalty, subscriptions, win-backs, etc.)
• Turning customer feedback into product, messaging, and operational insights

This is a high-ownership, high-impact role for someone who treats retention like a profit center, not a cost center. Core Responsibilities

• Customer Experience & Support Ownership
• Own all customer service operations across brands (in-house and/or outsourced)
• Set KPIs for: CSAT / NPS, First response time, Resolution time, Refund & chargeback rates
• Create SOPs, scripts, escalation paths, and quality standards
• Train, manage, and continuously improve the CS team
• Ensure customer experience aligns with brand voice and positioning
• Retention & LTV Growth
• Own and improve: Repeat purchase rate, Subscription retention & churn, Blended LTV, Refund and cancellation reduction
• Identify friction points in the post-purchase journey and eliminate them
• Partner with product, supply chain, and marketing to fix root causes of churn
• Post-Purchase Marketing (Email, SMS, Lifecycle)
• Own all post-purchase flows, including: Order confirmation & education, Onboarding and product usage education, Replenishment & cross-sell, Win-back and churn prevention, Subscription lifecycle messaging
• Collaborate with creative and copy to ensure messaging is on-brand and conversion-focused
• Continuously test subject lines, offers, timing, and segmentation
• Ensure email/SMS is driving incremental revenue, not just sends
• Data, Insights & Reporting
• Build dashboards and reporting around retention metrics
• Use cohort analysis to understand: Why customers stay, Why they churn, What increases LTV
• Surface customer insights that inform: Product improvements, Offer strategy, Creative angles, Ad messaging
• Cross-Functional Leadership
• Work closely with: Paid media & acquisition teams, Creative & brand teams, Operations & fulfillment, Product development
• Act as the voice of the customer inside the organization
• Advocate for changes that improve long-term customer value, even when it's uncomfortable

What Success Looks Like (First 6–12 Months)

• Measurable lift in LTV, repeat purchase rate, and subscription retention
• Lower refund and chargeback rates
• Strong CSAT/NPS across brands
• Clearly defined and scalable retention playbooks
• Retention viewed internally as a revenue driver, not a support function

Ideal Candidate ProfileExperience

• 5+ years in DTC retention, lifecycle marketing, or CX leadership
• Experience managing customer support teams
• Deep familiarity with: Email & SMS platforms (Klaviyo, Postmark, Attentive, etc.), Subscription models, Shopify-based ecosystems
• Strong understanding of DTC unit economics and LTV modeling

Skills & Traits

• Extremely data-driven but highly customer-empathetic
• Obsessed with details and follow-through
• Comfortable owning a number and being held accountable
• Strong communicator who can work across departments
• Bias toward action, testing, and iteration
• Thinks like an operator, not just a marketer