Scentiment · 2 days ago
Customer Retention & Subscription Manager
Miami, FL
Full-time
Onsite
Mid, Senior Level
3+ years expScentiment is one of the fastest-growing eCommerce fragrance retailers in the United States, recognized for its rapid growth and innovative approach to the online fragrance market. The Customer Retention & Subscription Manager will own and grow the subscription business, focusing on improving customer lifetime value by reducing churn and optimizing the subscription experience.
Retail
Responsibilities
Own customer retention and subscription performance across the customer lifecycle
Develop and execute strategies to reduce churn and increase subscription retention, reactivation, and upgrades
Analyze customer behavior, cohort performance, and churn drivers to inform strategy
Design and optimize subscription journeys, including onboarding, renewal, pause/cancel flows, and win-back campaigns
Partner with Marketing, Product, CX, and Engineering to improve subscription UX and value proposition
Plan and run lifecycle marketing initiatives (email, SMS, in-app, loyalty, referrals) with a subscription lens
Test and iterate on pricing, bundling, incentives, and offers to improve LTV and ARPU
Own retention and subscription KPIs (churn, retention rate, LTV, MRR, AOV, repeat purchase rate)
Gather and synthesize customer feedback to improve product and subscription experience
Qualification
Required
3–6+ years of experience in customer retention, lifecycle marketing, or growth for ecommerce or subscription businesses
Strong understanding of subscription economics and metrics (churn, LTV, MRR, cohort analysis)
Experience working with subscription platforms (e.g., Recharge, Skio, Stripe, Recurly, Chargebee, or similar)
Data-driven mindset with the ability to turn insights into action
Experience running A/B tests and experiments across the customer lifecycle
Strong cross-functional collaboration and communication skills
Customer-first mindset with a focus on long-term value creation
Preferred
Experience in DTC ecommerce or consumer brands
Familiarity with CRM and lifecycle tools (Klaviyo, Braze, HubSpot, Iterable, etc.)
Experience with loyalty or membership programs
Company
Scentiment
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase