Head of Retention

We are looking for an experienced Head of Retention to lead our Lifecycle Marketing team and shape our user communication strategy. 

You will be responsible for managing and optimising end to end customer journeys including onboarding, subscription triggered comms, nurturing programs, churn mitigation, etc. The aim is to maximise subscription rate, grow customer retention and prevent churn.

This is a cross-functional role and the successful candidate will work closely with Product, MarTech, Analytics, designers and other teams. You can build strong partnerships with your stakeholders, negotiate and influence them. Comfortable operating in a fast-moving and data driven environment, you’ll be a key player contributing to the growth of the company. 

What you'll be doing:

• Define the vision and strategy for engaging and retaining our users, and leading our user communication efforts for our free and premium users
• Improve the performance of our existing push and emails programs and launch new initiatives to unlock our retention growth. 
• Oversee all reporting and analytics related to user communication and retention
• Partner with our martech team to design and develop efficient internal tools and processes
• Liaise with internal stakeholders in Brand, Product and Marketing to develop robust and consistent user journeys.
• Continuously evaluate and expand our CRM channels and journeys based on audience preferences, business needs and channel effectiveness
• Liaise with Finance and Analytics teams to forecast and report on team’s impact.
• Lead and coach a growing team of 5 marketing managers. 

What we're looking for: 

• 6 years in CRM/retention/lifecycle marketing experience in global tech set-ups, with 1-2 years in a leadership position 
• Deep curiosity about the retention dynamics of Flo users, what keeps them happy, and what might cause them to disengage
• Passionate about delightful user experiences and connected journeys. Previous experience with customer segmentation, user journey mapping, personalization through editorial and automation strategies
• Ability to think strategically and creatively: You are fully proficient on CRM metrics across channels and feel comfortable extracting insights from the data. You can synthesize, recommend and take actions
• Storyteller - you have deep empathy for users and are able to adapt how you communicate to best reach and engage different audiences. You can bridge quantitative and qualitative insights and build an effective message. 
• You have a diligent attention to detail, strong technical and numerical intuition
• Have experience with marketing platforms, HTML/CSS, Looker, Amplitude, SQL
• Demonstrate self-motivation, independent initiative and creative problem-solving

Nice to have:

• Experience working with a subscription business model