Head of Department

• 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

Explore Head of Retention – US Market Experience Required at UMAEZ - Universidad Multicultural…. Review requirements and application details.