Brand Bolt

Head of Retention – Customer Experience

Brand Bolt

full-time

Posted on:

Location Type: Remote

Location: Remote • Colorado • 🇺🇸 United States

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Job Level

Lead

About the role

  • Own all customer service operations across brands (in-house and/or outsourced)
  • Set KPIs for CSAT/NPS, First response time, Resolution time, Refund & chargeback rates
  • Own and improve repeat purchase rate, Subscription retention & churn, Blended LTV
  • Own all post-purchase flows, including Order confirmation & education, Onboarding and product usage education
  • Build dashboards and reporting around retention metrics

Requirements

  • 5+ years in DTC retention, lifecycle marketing, or CX leadership
  • Experience managing customer support teams
  • Deep familiarity with email & SMS platforms, subscription models, Shopify-based ecosystems
  • Strong understanding of DTC unit economics and LTV modeling
Benefits
  • Health and wellness programs
  • Professional development opportunities
  • Remote work flexibility
  • Paid time off

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer service operationsKPI settingCSATNPSretention metricsLTV modelingsubscription retentionchurn analysisdata reportingdashboard creation
Soft skills
leadershipteam managementcommunicationcustomer experienceproblem-solvinganalytical thinkingstrategic planningcollaborationadaptabilitycustomer focus