Every subscriber is a bet that next month, they’ll still want what’s in the box. Your job is to make sure they do.

Email, SMS and lifecycle for two brands sit with this role, along with all the data on when customers reorder, how often and what makes them drift away. Design and copy are already handled in-house, so the focus stays firmly on what gets sent, to whom and why.

The business is moving into a true subscription model, and the retention playbook is still being written. You’d be one of the people writing it.

WHO THEY ARE

A portfolio of DTC brands, led by a natural skincare line made for women 45 and over. Two of the brands already sell on Amazon alongside their own direct channels, and the business is now ready to grow well beyond online.

Their culture is shaped by six clear values:

Extreme Urgency. Every second and every possible transformation matters.
Quality Dominance. They make the best products in the world, no shortcuts.
Radical Ownership. If you see a gap, you fill it. You don't wait to be assigned.
Customer Obsession. They're closer to the customer than any other brand.
Unconditional Team Commitment. The team's win is your win. You cover for each other.
Always Find a Better Way. If something can be done 10x better, you propose it.

This is a fully remote, full-time role.

WHAT'S IN IT FOR YOU

Early-stage upside. Retention is still young here, so good ideas turn into visible results fast.
Strategy without the production grind. Design, copy and campaign execution sit with the people around you.
A hand in shaping subscriptions. The move to a value-led subscription model is happening now, and CRM sits right at the heart of it.
Recognition that follows results. Improve the numbers and it gets noticed and rewarded.
Scope that can expand. Two brands to start, with more on the table as the portfolio and team grow.
Location-free. The whole team is remote, so where you live doesn’t limit what you can do here.

WHAT YOU'RE GETTING INTO

Own the email, SMS and lifecycle strategy for two brands, shaping every moment a customer hears from them.
Read the patterns in order data and turn them into flows that bring subscribers back month after month.
Roll up your sleeves on the more technical flows whenever building them yourself gets results faster.
Give the designer, copywriters and campaign coordinator briefs sharp enough that every send earns its place.
Design CRM programmes that make staying subscribed feel like the obvious choice.
Partner with the wider retention team on the bigger projects that lift lifetime value across the business.
Treat every campaign as a test and carry what you learn straight into the next one.

WHO YOU ARE

You’ve run email and CRM for DTC brands, either in-house or agency side.
You’ve worked on subscription and understand how keeping a subscriber differs from winning a repeat order.
You’re comfortable living in order data and spotting the patterns others miss.
You’re as creative as you are analytical, and your ideas come with the numbers to back them.
You’re hands-on enough to build complex flows yourself rather than waiting on someone else.
You take ownership of your results and like being measured on them.

Bonus if you've:

Worked in Klaviyo, Shopify and a subscription platform
Run retention for skincare or supplement brands
Managed CRM for more than one brand at the same time

WHAT SUCCESS LOOKS LIKE

30 days: The flows, campaigns and subscription journey for both brands are audited, the biggest LTV gaps are mapped and a working rhythm with design, copy and the coordinator is in place.
60 days: The first priority flows are rebuilt or live, a testing roadmap is running and retention reporting shows clearly what’s working.
90 days: Key retention metrics are moving in the right direction and a CRM roadmap for the next quarter is agreed.