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Brand Bolt · 5 hours ago

Head of Retention & Customer Experience - Remote

United States

Full-time

Remote

Senior Level

5+ years exp

Brand Bolt is a portfolio of direct-to-consumer brands in the health, wellness, and beauty space. They are seeking a Head of Retention & Customer Experience who will own retention, repeat revenue, and customer experience across the entire Brand Bolt portfolio.

Marketing & Advertising

Responsibilities

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

Create SOPs, scripts, escalation paths, and quality standards

Train, manage, and continuously improve the CS team

Ensure customer experience aligns with brand voice and positioning

Own and improve: Repeat purchase rate, Subscription retention & churn, Blended LTV, Refund and cancellation reduction

Identify friction points in the post-purchase journey and eliminate them

Partner with product, supply chain, and marketing to fix root causes of churn

Own all post-purchase flows, including: Order confirmation & education, Onboarding and product usage education, Replenishment & cross-sell, Win-back and churn prevention, Subscription lifecycle messaging

Collaborate with creative and copy to ensure messaging is on-brand and conversion-focused

Continuously test subject lines, offers, timing, and segmentation

Ensure email/SMS is driving incremental revenue, not just sends

Build dashboards and reporting around retention metrics

Use cohort analysis to understand: Why customers stay, Why they churn, What increases LTV

Surface customer insights that inform: Product improvements, Offer strategy, Creative angles, Ad messaging

Work closely with: Paid media & acquisition teams, Creative & brand teams, Operations & fulfillment, Product development

Act as the voice of the customer inside the organization

Advocate for changes that improve long-term customer value, even when it's uncomfortable

Qualification

DTC retentionLifecycle marketingCustomer experience leadershipEmail & SMS platformsSubscription modelsShopify-based ecosystemsData-drivenCustomer-empatheticCommunicatorBias toward action

Required

5+ years in DTC retention, lifecycle marketing, or CX leadership

Experience managing customer support teams

Deep familiarity with: Email & SMS platforms (Klaviyo, Postmark, Attentive, etc.), Subscription models, Shopify-based ecosystems

Strong understanding of DTC unit economics and LTV modeling

Extremely data-driven but highly customer-empathetic

Obsessed with details and follow-through

Comfortable owning a number and being held accountable

Strong communicator who can work across departments

Bias toward action, testing, and iteration

Thinks like an operator, not just a marketer

Company

Brand Bolt

With decades of experience in health, wellness, beauty, copywriting, media buying, strategy, performance, conversion optimization, and high-level leadership, we are experts in igniting brands to success in the fiercely competitive digital world.

Denver, Colorado, US

11-50 employees