VP, Retention & LTV

We're hiring a VP, Retention and LTV to own LTV end to end — lifecycle marketing, loyalty, retention, and the full subscriber experience. It's one of the most important levers in the business: how we drive long-term value; speak to each customer in the right channel with the right message at the right time; turn one-time buyers into long-term customers; and support a world-class loyalty program. You'll come in with a world-class team of three already built, and the job is to empower them and keep building a high-performing team — while staying close to the strategy and execution to keep raising the bar.

This role is part of our remote HQ! We have a fully remote, high-trust work environment - and also come together on a biannual basis for amazing off-sites where we can connect IRL. 

• Own long-term customer LTV as your core KPI, setting lifecycle and retention strategy to move it
• Operationalize personalization and segmentation so the right message reaches the right customer at the right time, by default
• Embed AI into flows, reporting, and creative generation to multiply team output without adding headcount
• Lead and develop a team of 3 (Director Subscriber Experience, Senior Manager Lifecycle & Retention, and Manager Lifecycle & Retention), raising the bar on what they own and how they operate
• Test and scale new 1:1 channels — Direct Mail, Instagram DM, WhatsApp — beyond email/SMS
• Partner closely with Ecommerce, CX, Performance, and Brand as the cross-functional voice of LTV
• Support the Director of Subscriber Experience in driving loyalty/membership and subscription strategy forward — acting as a thought partner and blocker-remover on cancel-flow and save-strategy work

• Has 12+ years in retention, lifecycle, loyalty, or subscriber marketing, including 5+ years leading teams with at least one Director-level direct report
• Has operated as a senior leader (VP, Sr. Director, or equivalent) at a high-growth subscription DTC business
• Has a quantifiable track record of moving a primary LTV or retention metric at scale
• Is deeply fluent in subscription mechanics (SKIO, Recharge, Ordergroove) and hands-on with Klaviyo/Postscript
• Has used AI in production — not in experiments — to automate flows, reporting, or personalization
• Has managed a team that built or scaled a loyalty/membership program, and knows what good looks like in program design, economics, and benefits

• Treats LTV like their own P&L and works backward from it relentlessly
• Sees the full customer journey, not just the inbox
• Ships and tests fast — kills losers, doubles down on winners
• Develops people, not just executes alongside them
• Communicates bottom-line up front
• Strong taste - has a clear point of view on what good lifecycle looks like

Please enter your info and share a bit about yourself with us below. We ask that you do not use Chat GPT or similar tools to answer these questions, as it is our hope to genuinely get to know you and the way you communicate and think! We do love integrating these tools into our work though, and you’ll hear plenty more about that if you join us.

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