Head of Retention & Customer Experience - Remote

Head of Retention & Customer Experience - Remote

Join to apply for the Head of Retention & Customer Experience - Remote role at Brand Bolt

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.

This role owns retention, repeat revenue, and customer experience across the entire Brand Bolt portfolio.

• 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.

• 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

• 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

• 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

• 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

• Director

• Full-time

• Business Development and Sales

• Marketing Services