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Head of Customer Retention

2 months ago

Los Angeles, United States Fitt Talent Full time
Fitt Talent Partners is a specialized recruitment firm working with top health, fitness, and wellness companies.

We're filling this role for a client - A fast-growing human performance company.

Job Description

We are looking for a Retention Director to lead our retention marketing initiatives. In this role, you will craft and execute strategies to retain and engage our existing customer base, driving revenue growth and increasing customer lifetime value.

We are seeking a candidate who is both a strategic leader and hands-on contributor-someone who excels in analyzing data and transforming insights into actionable plans. You should be adept at understanding and anticipating customer needs to create a forward-thinking digital experience. Experience in retention marketing, particularly within a rapidly growing startup environment, is highly preferred.

Responsibilities
  • Lifecycle Marketing: Develop and implement customer retention strategies aimed at boosting revenue from returning customers and increasing lifetime value.
  • Design Collaboration: Partner with the design team to produce visually appealing and brand-aligned email content.
  • Agency Management: Oversee and coordinate with external agencies and freelancers to ensure a unified approach to customer retention across all departments.
  • Communication Automation: Manage and enhance email and SMS automation flows, ensuring they are timely, relevant, and effective in retaining and re-engaging customers.
  • Content Development: Collaborate with the content team to create engaging and on-brand copy that educates and motivates customers.
  • Personalization: Implement personalized communication strategies to deepen customer engagement.
  • Data Analysis: Use data analytics to segment the customer base, identify high-value segments, and tailor retention efforts accordingly. Track and report on key metrics such as retention rates, customer churn, and lifetime value, making adjustments to strategies as needed.
  • Customer Loyalty: Develop and launch a customer loyalty program to drive repeat purchases and referrals. Work with the customer support team to monitor and improve our Net Promoter Score (NPS).
  • Performance Optimization: Continuously refine retention strategies through A/B testing and analysis. Gather and act on customer feedback to identify pain points and drive improvements.
Requirements
  • 5-7 years of experience in creating and executing retention and CRM strategies with a proven record of success, ideally within the CPG sector and at a high-growth startup.
  • Expertise in analyzing and improving retention metrics such as LTV, returning customer revenue, and subscription revenue and churn.
  • Strong communication and collaboration skills for effective teamwork and external partnership.
  • Experience with tools such as Klaviyo, Shopify, Recharge, and preferably Google Analytics.
  • Keen interest in understanding customer behavior to drive strategic decisions.
  • Action-oriented with a strong inclination for experimentation and learning.
  • Passion for high-performance lifestyles, with personal knowledge and curiosity about supplements and sports nutrition.
  • Design and copywriting experience is a plus.
  • Bachelor's degree in psychology, economics, marketing, business administration, or a related field (Master's degree preferred).
Location
  • This position is a hybrid role. Must be able to be in office in Los Angeles, CA 3 days a week.