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For Companies At a Glance
- Tasks: Build and launch a subscription programme from scratch while developing retention strategies.
- Company: Join a high-growth, founder-led DTC brand with a strong acquisition machine.
- Benefits: Competitive salary, uncapped bonuses, remote work, and significant ownership.
- Other info: Work directly with the founder in a fast-paced, agile environment.
- Why this job: Create a world-class retention ecosystem and make a real impact on customer experience.
- Qualifications: 5+ years in DTC retention, strong understanding of subscription economics, and hands-on experience with relevant tools.
The predicted salary is between 70000 - 90000 £ per year.
Remote | High-Growth DTC Subscription Brand
Most retention roles are built around optimizing existing systems. This one is about building the entire engine from scratch. Morgan Mace are partnering confidentially with a founder-led, highly profitable direct-to-consumer brand that has already built a strong acquisition machine and is now entering its next major growth phase: creating a world-class retention and subscription ecosystem designed to maximize customer lifetime value and recurring revenue.
They are hiring their first-ever Head of Retention — a strategic and hands-on leader who can architect the full customer lifecycle journey while building a subscription product designed to become a core part of the customer experience. This is not a traditional CRM role focused purely on campaigns and flows. The business is looking for someone who deeply understands subscription economics, customer behavior, lifecycle strategy, cohort analysis, churn reduction, and long-term retention growth.
You’ll work directly alongside the founder in a highly agile, fast-moving environment with real ownership, autonomy, budget influence, and the opportunity to build a critical growth function from day one.
What You’ll Own:
- Build and launch the subscription program from zero
- Develop the retention and lifecycle strategy end-to-end
- Own CRM, email, SMS, post-purchase and win-back flows
- Improve customer LTV, repeat purchase behavior, and subscriber retention
- Lead retention analytics, cohort analysis, churn forecasting, and customer segmentation
- Evaluate and implement the retention tech stack
- Partner closely with founder, operations, engineering, and growth teams
- Build scalable systems that support long-term global growth
Ideal Background:
- 5+ years within DTC retention, lifecycle, CRM, or subscription growth
- Proven experience launching and scaling subscription products
- Strong understanding of LTV, churn, cohorts, and retention metrics
- Hands-on experience with Klaviyo, Attentive, Recharge, Stay AI, or similar tools
- Experience building systems/functions from scratch
- Commercially minded operator who understands revenue impact, not just marketing execution
Strong Plus:
- Subscription-first consumer brands
- Kids, gifting, family, or emotionally driven products
- High-growth founder-led businesses
- Experience scaling subscription revenue beyond $5M ARR
What’s On Offer:
- Competitive base salary
- Uncapped performance bonus tied to retention and subscription growth
- Significant ownership and autonomy
- Founder-level exposure and influence
- Remote-friendly working environment
- Opportunity to build something meaningful with long-term growth potential
If you’re interested in building a retention engine from the ground up rather than inheriting someone else’s system, please apply!
Head of Retention in Watford employer: Morgan Mace
Contact Detail:
Morgan Mace Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Retention in Watford
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work at companies you admire. A friendly chat can lead to insider info and even referrals that could land you an interview.
✨Tip Number 2
Show off your skills! Create a portfolio or case studies that highlight your experience with retention strategies and subscription growth. This will give potential employers a taste of what you can bring to the table.
✨Tip Number 3
Prepare for interviews by diving deep into the company’s current retention strategies. Be ready to discuss how you would build their subscription program from scratch and share your insights on customer behaviour and lifecycle strategies.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Head of Retention in Watford
Some tips for your application 🫡
Show Your Passion for Retention: When writing your application, let your enthusiasm for retention shine through! We want to see how much you care about building customer loyalty and creating a fantastic subscription experience. Share any relevant experiences that highlight your passion for this area.
Be Specific About Your Experience: We love details! Make sure to include specific examples of your past work in DTC retention or subscription growth. Talk about the strategies you've implemented and the results you've achieved. This helps us understand how you can contribute to our mission.
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the unique aspects of this role. Highlight your understanding of subscription economics and customer behaviour, as these are key to what we’re looking for.
Apply Through Our Website: We encourage you to apply directly through our website! It’s the best way for us to receive your application and ensures it gets into the right hands. Plus, it shows us you’re serious about joining our team!
How to prepare for a job interview at Morgan Mace
✨Understand the Subscription Landscape
Before your interview, dive deep into the world of subscription models and retention strategies. Familiarise yourself with key metrics like LTV, churn rates, and cohort analysis. This knowledge will not only impress but also show that you’re ready to take on the challenge of building a retention engine from scratch.
✨Showcase Your Hands-On Experience
Be prepared to discuss specific examples from your past roles where you've successfully launched or scaled subscription products. Highlight your experience with tools like Klaviyo or Recharge, and how you’ve used them to drive customer engagement and retention. Real-world examples will make your case stronger.
✨Demonstrate Strategic Thinking
Think about how you would approach developing a retention strategy for this brand. Be ready to share your ideas on customer lifecycle journeys and how you would improve repeat purchase behaviour. This shows that you’re not just a doer, but a strategic thinker who can architect a comprehensive plan.
✨Connect with the Founder’s Vision
Since you’ll be working closely with the founder, it’s crucial to align with their vision for the brand. Research the company’s mission and values, and think about how your goals as Head of Retention can support their overall objectives. This connection can set you apart as a candidate who truly understands the business.