Head of Retention – US Market Experience Required

UMAEZ - Universidad Multicultural Agroecológica Emiliano Zapata

. Own the entire post-purchase strategy and execution for the US market .

Posted 11/6/2026full-timeRemote • Argentina, Romania, Italy, Spain, Mexico, United StatesLead💰 $36,000 - $60,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in developing and executing post-purchase retention strategies, leveraging data-driven insights to optimize customer engagement and lifetime value. Proficient in managing cross-functional collaborations and retention technology stacks to enhance customer experience and operational efficiency.

Highest-signal resume keywords

Retention Strategy DevelopmentEmail/SMS Program ManagementData-Driven Decision MakingCross-Functional CollaborationDTC E-Commerce Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Post-Purchase Flow ManagementRetention Metrics AnalysisCustomer SegmentationLTV Strategy ImplementationSubscription Retention Strategies

Soft Skills

Cross-Functional Operating AbilityGenuine Understanding of Retention Ecosystem

Tools & Technologies

KlaviyoLoopRetention Technology Stack

Industry Keywords

DTCE-CommerceBeautyWellnessPersonal Care

About the role

Key responsibilities & impact

Own the entire post-purchase strategy and execution for the US market
Work with existing partners to absorb what is working and identify what should be rebuilt internally
Progressively bring the retention function fully in-house
Collaborate with the CEO, Head of CRO, and Head of Marketing on retention strategy, post-purchase flows, LTV growth, reactivation, and offer sequencing
Develop email and SMS flows, reactivation sequences, win-back campaigns, loyalty mechanics, and subscription retention strategies
Identify retention opportunities by product line, customer segment, and purchase behaviour using US performance data
Contribute to offer and bundle strategy, including packaging, pricing, and sequencing
Partner with the Head of CRO on post-purchase page experiences and upsell flow testing
Manage existing partner relationships and create a roadmap for bringing the function in-house
Brief and work with developers to implement retention flows, automations, and tooling
Collaborate with copywriters on email sequences, SMS campaigns, post-purchase messaging, and reactivation content
Work with the CS team on order communications, delay handling, and CS handoffs within retention flows
Own, maintain, and optimize the retention technology stack, integrations, and platforms
Build and maintain SOPs for retention execution
Build and own KPI reporting covering LTV, repeat purchase rate, churn, flow performance, CSAT, resolution rate, and chargeback win rate
Report retention performance to the CEO and performance team with clear interpretation and recommendations
Analyze customer behaviour, post-purchase drop-off, and complaint trends to improve strategy and execution
Track progress of the in-house transition and maintain the roadmap to close capability gaps

Requirements

What you’ll need

Proven experience owning retention in a US DTC or e-commerce brand, including building or running post-purchase flows, email/SMS programmes, or LTV strategies with measurable impact on a US customer base
Strong cross-functional operating ability across strategy and execution
Genuine understanding of the full US retention ecosystem: flows, segmentation, copy, tooling, CS, and connected data
Data-driven decision-making ability using US retention metrics to identify underperformance and prioritize fixes
Hands-on experience with retention and email/SMS platforms such as Klaviyo, Loop, or similar at a configuration level
Understanding of subscription-based DTC models and retention levers for repeat-purchase consumer categories in the US
Familiarity with CRO principles and post-purchase page and upsell flow testing
Experience managing a CS function alongside retention
Background in beauty, wellness, or personal care DTC brands and strong understanding of the US buyer in these categories
Must be able to operate across both strategy and execution
Must view CS and retention as interconnected functions

Benefits

Comp & perks

Competitive salary based on experience
Fully remote
Access to an existing agency foundation, strong cross-functional support, and the tools needed to build the function properly
Full ownership of a high-impact function at a brand with real scale and real growth ahead of it