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

📌 Lead of Retention (España)
🏢 Acentecom
📍 España