Senior Vice President of Customer Retention

Senior Vice President of Customer Retention About the Company Join an innovative provider of health-focused coffee & beverage products that is reshaping the industry. Industry Food & Beverages Type Privately Held Founded 2021 Employees 51-200 About the Role We are seeking a dynamic Senior VP of Customer Retention to lead and transform our post-purchase experience. This is a crucial role that focuses on designing and implementing a comprehensive retention strategy, emphasizing CRM, subscription services, and loyalty programs. In this position, you will be accountable for vital metrics such as Lifetime Value (LTV), reducing churn, and enhancing subscription offerings. Lead a dedicated, high-performing team while employing a hands-on approach combined with deep analytical, behavioral psychology, and experimental insights. Collaboration is key, as you'll work alongside various cross-functional teams—including Growth, CX, Product, and Brand—to ensure customers enjoy an exceptional journey after their purchase. Ideal candidates will have a minimum of 10 years of experience in lifecycle management, CRM, retention, or subscription strategies, with at least 3 years in a senior leadership capacity. Proven expertise in improving retention metrics is essential, alongside hands-on experience with relevant analytical tools and platforms. The successful candidate will embody a startup/scale-up mindset and embrace the challenge of managing significant revenue impacts. Key responsibilities encompass: Building and overseeing all lifecycle communication flows Driving data and analytics initiatives Leading optimization of subscription experiences Fostering cross-functional collaboration to elevate the customer experience Travel Percent Less than 10% Functions Marketing Sales/Revenue Business Development