Heirloom Coffee Roasters · 1 day ago
Head of Growth Marketing & Retention
Oakland, CA
Full-time
Hybrid
Director/Executive
$150K/yr - $175K/yr
8+ years expHeirloom Coffee Roasters is a high-growth, premium DTC and subscription brand focused on clean and healthy food systems. The Head of Growth Marketing & Retention will own and execute the retention strategy, aiming to turn first-time buyers into lifelong subscribers and enhance customer lifetime value while maintaining the brand's premium positioning.
Food Production
Responsibilities
Design, build and scale Heirloom’s retention & loyalty ecosystem
Expand subscription conversion, reduce churn and turn customers into loyalists, advocates, and evangelists
Own & execute Heirloom’s Retention Operating System across lifecycle stages
Build, maintain, and evolve lifecycle email and flows, loyalty programs, win-back and reactivation strategies
Ensure all programs reinforce Heirloom’s premium, clean & healthy, culinary positioning
Own subscription strategy and performance
Design and lead the rollout, optimization and operations of Heirloom’s loyalty program
Own the end-to-end customer experience across all DTC touchpoints
Turn customer support into a retention engine
Build & implement churn-prevention systems before customers reach cancellation with our agency partners
Own all retention KPIs and reporting, including cohort-based analysis
Maintain and present executive-ready retention dashboard with weekly visibility
Partner with Founder, Roaster/Q-Grader and Content teams to create retention content & execute subscriber-only experiences
Ensure all content educates, deepens trust, and builds engagement
Manage Content Manager, CRM/Lifecycle Agency and Loyalty Vendors and Platforms
Own tooling decisions (CRM, loyalty, subscription CX stack) and scale systems that work
Qualification
Required
8+ years in retention, lifecycle marketing, or customer experience
Deep experience in DTC commerce, Subscriptions, Loyalty Programs
Strong analytical background with comfort in dashboards, cohorts, and experimentation
Experience owning revenue-impacting KPIs
Hands-on operator who can both strategize and execute
Ability to work in a small and agile team
Preferred
Experience in premium CPG, food & beverage, or lifestyle brands
Familiarity with Shopify, Recharge, Klaviyo
Passion for craft, food, hospitality, or education-driven brands that are industry leaders, change makers, and lead a movement in an industry
You must be a coffee lover, an empathetic customer-obsessed marketer, and someone who wants to be a part of a movement toward clean, healthy, great tasting coffee that will change the broken industrial food system!
Benefits
Performance-based bonus tied to retention and LTV targets
Equity in the company
Medical, Dental, & Vision insurance
Paid Holidays
Access to the best coffee on the planet
Company
Heirloom Coffee Roasters
Heirloom Coffee Roasters is the first specialty coffee brand to offer 100% regeneratively sourced coffees including the first ROC™ Certified coffee ever commercially available.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Hovik Azadkhanian
Founder & CEO
Company data provided by crunchbase