About the Role

As our Lead of Retention, you will own retention performance across our portfolio of DTC e-commerce brands, turning customer behavior, lifecycle data, and subscription insights into strategies that increase customer lifetime value, reduce churn, and drive repeat and recurring revenue.

This is a highly hands‑on role with ownership across email, SMS, subscriptions, rebills, winback, and reactivation. You’ll also lead the transition of our retention operation from an external agency to an in‑house model, building a scalable, measurable retention engine while partnering closely with Creative, CRO, Media Buying, Customer Experience, and Payments.

What You’ll Own
- Own retention performance across our portfolio of DTC brands, with clear accountability for LTV, churn, repeat purchase, subscription retention, and recurring revenue.
- Lead the transition of our email and SMS operation from an external agency to an in‑house model, maintaining performance and revenue throughout the transition.
- Own and continuously optimize email and SMS across the customer lifecycle,



including flows, campaigns, segmentation, testing, and performance optimization.
- Ensure lifecycle flows are correctly mapped across offers and brands, continuously identifying gaps and opportunities to improve the customer journey.
- Improve subscription and rebill performance, including retry strategies, soft‑decline recovery, card updates, churn prevention, and overall rebill health.
- Build and optimize winback and reactivation programs using cohort analysis and incremental performance measurement.
- Own deliverability and list health across operators and regions, proactively identifying and resolving performance issues.
- Build a structured retention experimentation roadmap across messaging, offers, timing, segmentation, lifecycle journeys, and subscription experiences.
- Analyze retention performance across revenue per recipient, LTV, cohorts, and voluntary vs. involuntary churn to ident

📌 Lead of Retention (España)
🏢 Acentecom
📍 España