Head of Retention

Head of Retention (Lifecycle, Loyalty & Subscriptions)

Location: Remote / Miami

Reports to: Founder / CEO

About Dose

Dose is a functional wellness company offering innovative, clinically-backed supplements to consumers. A science-first approach, unique product design, and mission-orientation are just a few of the differentiating factors propelling Dose to be one of the fastest-growing companies in the health & wellness sector. Dose’s founder, Vasu Goyal, developed Dose products while observing the gap between marketed promises and functional results from existing wellness products. Dose is committed to challenging the wellness industry with products that actually work – and also taste great.

Role Overview

We’re a fast-growth wellness brand where retention is the growth engine. As VP of Retention, you’ll own the end-to-end customer lifecycle—onboarding, activation, expansion, loyalty, and win-back—across DTC, app, and retail-to-digital. You’ll pair rigorous experimentation with smart personalization to drive repeat rate, LTV, and CAC payback , standing up subscriptions and loyalty as durable moats and partnering across Data, Product, CX, and Growth.

You'll be accountable for:

• Meeting LTV, N-day retention, and churn targets within contribution margin and payback guardrails.
• Growing subscription penetration and reducing churn/defection.
• Demonstrating incrementality of lifecycle programs with clear holdout tests.
• Building a durable retention operating system: segmentation, messaging, and experimentation at scale.
• Ensuring lifecycle practices align with claims and regulatory standards.

What You'll Do:

Strategy, Planning & KPI Ownership

• Set retention strategy, quarterly OKRs, and KPI tree (LTV, D30/D60/D180, churn, payback).
• Build the roadmap for onboarding, second-purchase acceleration, expansion, loyalty, and win-back.
• Own the promo/offer guardrails in partnership with Finance to protect contribution margin.

Lifecycle & CRM (Email/SMS/Push/In-App/Direct Mail)

• Design event-driven journeys: welcome, education, replenishment, churn-save, reactivation, and VIP.
• Run a disciplined test program (A/B/MAB) with power rules and cell/geo holdouts; weekly readouts.
• Govern message frequency, creative standards, and preference management (TCPA/CAN-SPAM/CCPA/GDPR).

Subscriptions & Loyalty

• Scale plans/cadence; optimize skip/pause/swap flows and proactive save offers.
• Launch/expand loyalty and referrals; connect retail receipts/loyalty IDs to digital identity to lift frequency.

Personalization & Segmentation

• Stand up dynamic segmentation (behavioral, RFM, cohort, propensity) and next-best-action logic with Data Science.
• Partner with Creative to deliver modular content that adapts by segment and lifecycle stage.

Pricing, Offers & Merchandising

• Architect bundles and timed replenishment nudges that balance CVR, AOV, and margin.
• Run elasticity and incentive tests; set evergreen vs. campaign offers with firm guardrails.

Data, Measurement & Insight to Action

• Build the retention scorecard (cohort curves, survival, contribution by program).
• Co-own LTV/CAC and attribution with Data; use incrementality to scale what works and kill what doesn’t.
• Close the loop with CX/NPS reasons to reduce avoidable churn (pack, promise, UX fixes).

Team & Operating Model

• Lead Lifecycle/CRM, Loyalty, Marketing Initiatives (in partnership with Marketing/Creative), Retention Product (in partnership with tech teams), and Analytics (in partnership with data team).
• Run a visible experiment backlog; monthly executive retention review; quarterly playbook updates.

Qualifications:

• 10–15+ years in consumer lifecycle/CRM/retention; 4+ years leading multi-disciplinary teams at scale.
• Proven ownership of LTV, churn, and payback at 8–9-figure revenue.
• Deep experimentation chops (design, power, analysis) and cohort fluency; literate partner to Data.
• Built/operated with a modern stack (Klaviyo; Shopify/Recharge; reverse-ETL).
• Experience translating CX/research into lifecycle and product changes that move retention.

Teams You'll Lead:

• Lifecycle/CRM: email, SMS, push, in-app, direct mail
• Loyalty & Referrals: program design, ops, partnerships
• Retention UX/UI & Product: Retention customer experience and journey
• Analytics (dotted line): cohorting, incrementality, LTV

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What you bring:

• Track record scaling subscriptions and repeat purchase behavior with measurable incrementality.
• Mastery of segmentation, messaging systems, and next-best-action frameworks.
• Balanced creativity and financial rigor (contribution margin, payback windows, cash impact).
• Clear, concise communication—weekly retention reviews and board-level narratives that drive decisions.
• High bar for compliance, data quality, and customer trust.

In-Office Expectations

We work flexibly — but connection matters. This is a remote role : with 1-2x quarterly travel to Miami for team sessions, offsites, or company events. Occasional travel may also come up for conferences or panels.

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Location

We’re open to candidates across the U.S. , though we have a soft spot for those in or near Miami (or who can travel here easily).

Compensation

We believe in pay transparency and fairness — your compensation should reflect your impact, experience, and growth potential.

Total compensation includes:

• Base Salary: $182,000 – $210,000 (depending on experience, location, and skills)
• Performance Bonus: Based on company + individual goals

Final pay will depend on your background, expertise, and where you live.

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Equal Opportunity

Dose is an equal opportunity employer. We celebrate diversity in all its forms and make all employment decisions based on merit, qualifications, and business needs. We also consider qualified applicants with criminal histories, in line with applicable laws. If you need an accommodation during the hiring process, please let us know.