Head of Retention

Job description

About the Role Ejam builds and scales high-growth DTC brands, many operating on subscription models where retention drives long-term enterprise value. As Head of Retention, you will own the full post-purchase customer journey — from first order through long-term loyalty. You will lead lifecycle strategy across email and SMS, develop retention systems that increase LTV, and reduce churn through data-driven experimentation. You will collaborate closely with Growth, CX, and Creative to ensure a seamless customer experience from acquisition through retention. This role blends strategy, execution, analytics, and customer psychology. What You’ll Do: - Own customer lifetime value by developing and executing strategies that increase repeat purchase rate and subscription longevity - Build and optimize systems that proactively identify and retain at-risk subscribers - Create and manage winback and reactivation campaigns - Oversee lifecycle marketing across email and SMS platforms (Klaviyo or similar) - Build and optimize automated flows, segmentation strategies, and promotional campaigns - Maintain dashboards tracking churn, retention, cohort behavior, and LTV - Analyze data weekly to identi...