Head of Retention

About the Role

Ejam builds and scales high-growth DTC brands, many operating on subscription models where retention drives long-term enterprise value.

As Head of Retention, you will own the full post-purchase customer journey — from first order through long-term loyalty. You will lead lifecycle strategy across email and SMS, develop retention systems that increase LTV, and reduce churn through data-driven experimentation.

You will collaborate closely with Growth, CX, and Creative to ensure a seamless customer experience from acquisition through retention. This role blends strategy, execution, analytics, and customer psychology.

What You’ll Do

• Own customer lifetime value by developing and executing strategies that increase repeat purchase rate and subscription longevity
• Build and optimize systems that proactively identify and retain at-risk subscribers
• Create and manage winback and reactivation campaigns
• Oversee lifecycle marketing across email and SMS platforms (Klaviyo or similar)
• Build and optimize automated flows, segmentation strategies, and promotional campaigns
• Maintain dashboards tracking churn, retention, cohort behavior, and LTV
• Analyze data weekly to identify trends and performance improvement opportunities
• Forecast retention performance and recommend growth initiatives
• Partner with Growth to align acquisition messaging with retention strategy
• Collaborate with CX to implement customer feedback into lifecycle improvements
• Design onboarding, post-purchase nurture, subscription save, and loyalty programs
• Lead ongoing A/B testing across messaging, offers, timing, and segmentation
• Advocate for the customer experience using both quantitative and qualitative insights

You’ll Love This Role If

• You’re energized by improving retention metrics and extending customer lifespan
• You enjoy diving into dashboards and extracting actionable insights
• You like building systems that scale
• You thrive in cross-functional collaboration
• You’re both strategic and hands-on
• You move quickly and iterate often

This Role May Not Be a Fit If

• You prefer acquisition over post-purchase strategy
• You dislike reporting, metrics, or performance analysis
• You need large teams or long timelines to execute
• You avoid testing and iteration
• You prefer following fixed playbooks rather than building new processes

Requirements

• 5+ years of experience in retention, lifecycle, or CRM marketing (ideally within subscription or DTC brands)
• Deep hands-on experience with Klaviyo or similar ESP and SMS platforms
• Proven success improving LTV and reducing churn in a subscription business
• Strong analytical skills with experience in cohort analysis and forecasting
• Experience partnering with CX teams to implement customer feedback loops
• Strong communication and project management skills
• Ability to think strategically while executing quickly and independently

Benefits

• Competitive base salary designed to reward high performance and impact
• 401(k) plan with company matching
• Comprehensive health benefits including medical, dental, and vision coverage
• Stock option plan so you can share in the value you help build
• Generous paid time off and company holidays
• Real ownership and autonomy to drive measurable growth
• Ongoing professional development opportunities as we scale

Salary

• $160,000 - $220,000

Why Ejam

• We build and scale category-leading eCommerce brands
• We operate with speed, ownership, and accountability
• Ideas move quickly from concept to execution
• Every team member has direct impact on company growth
• We value operators who think strategically and execute decisively

Equal Employment Opportunity

Ejam is an equal opportunity employer. We are committed to building a diverse and inclusive workplace where all team members feel valued and respected. We do not discriminate on the basis of race, color, religion, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, disability, medical condition, genetic information, or any other characteristic protected by applicable federal, state, or local laws.

We believe diversity drives innovation and strengthens our ability to serve our customers. All qualified applicants will receive consideration for employment based on merit, qualifications, and business needs.