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Javvy Coffee · 2 months ago

Head of Customer Retention

United States

Full-time

Remote

Lead/Staff, Director/Executive

5+ years exp

Javvy Coffee is a fast-growing company committed to delivering exceptional coffee experiences to customers. They are seeking a Head of Customer Retention to lead all aspects of customer lifecycle marketing with the primary goal of building lifetime value of customers acquired on Shopify and marketplaces.

CoffeeFood and Beverage

Responsibilities

Lead all aspects of customer lifecycle marketing with the primary goal of building lifetime value of customers acquired on Shopify & marketplaces

Oversee all retention efforts across owned and paid channels including but not limited to subscriptions, email, SMS, eCommerce marketplaces, Amazon, paid ads, offline, and website

Responsible for managing at least one direct report dedicated to tactical execution on retention channels

Collaborate with cross-functional teams including Growth, Customer Experience, and Operations to ensure alignment across the business

Be a champion of initiatives that drive up order frequency, AOV and ultimately help us derive more value from every customer

Oversee and perform customer segmentation analytics (behavioral, attitudinal, demographic) and formulate a strategy and implement tactics to grow LTV through subscription portal optimization, product/brand experience improvements, cross sell, winback initiatives, etc

Develop creative assets for retention campaigns, working alongside the content and design team members

Qualification

Lifecycle marketingSubscription retentionData analysisShopifyEmail marketingSMS marketingCreative asset developmentAutonomous operationCross-functional collaboration