Own DTC retention remotely outside the United States using subscription expertise, lifecycle marketing, and customer experience leadership. Drive measurable growth across two premium pet brands.

This senior leader owns retention end to end for a profitable DTC business selling through Shopify, Amazon, and Chewy. You will reduce churn, increase lifetime value, grow email and SMS revenue, and improve customer experience across both brands. The role combines subscription strategy, cohort analysis, testing discipline, and agency leadership.

Key Responsibilities:

- Own subscription offers, cadence, bundles, portal, and cancellation flow
- Build save, pause, swap, skip, and win-back programs
- Lead email, SMS, lifecycle, and retention agency execution
- Improve post-purchase journeys, loyalty,



referrals, and VIP experiences
- Lead CX operations, reporting, policies, and retention playbooks

Requirements:

- Five to six-plus years in DTC retention or lifecycle
- Subscription leadership at brands generating $30M-$50M-plus annually
- Hands-on Klaviyo and Loop or comparable platform experience
- Solid cohort, lifetime value, churn, and testing analysis
- Experience leading CX teams and retention agencies

Apply retention leadership, subscription expertise, and lifecycle marketing to scale customer value across two growing pet brands.

📌 DTC Retention and Customer Experience Director (Ottawa)
🏢 KittySpout
📍 Ottawa