Introduction

At COCUNAT , weâre building our Retention department from scratch.

Weâre not looking for someone to manage CRM campaigns. Weâre looking for someone to own one of the companyâs most important growth levers: Recurrent Revenue .

Your mission will be to turn customer behaviour into profitable growth through data, experimentation and automation , while building the team, systems and operating model needed to scale Retention across the business.

This is an opportunity to build the functionânot inherit it. Youâll lead a team from day one, shape the Retention strategy and own its impact on customer value and business growth.

Your responsibilities

Business Intelligence & Experimentation

Data will be the starting point for identifying where the next growth opportunity lies.

- Analyse customer behaviour, cohorts and segmentation to uncover opportunities with measurable business potential.
- Turn insights into hypotheses, prioritised initiatives and clear actions.
- Continuously test pricing, bundles, promotions, lifecycle journeys, CRM flows, subscriptions, loyalty, personalisation, cross-sell and upsell strategies.
- Measure impact and use learnings to define the next growth opportunities.

Data â Behaviour â Insight â Action â Revenue Growth

Customer Relationship & Experience

Retention goes far beyond CRM. Youâll shape how we build long-term relationships with our customers.

- Turn customer feedback, NPS, surveys and reviews into actionable business improvements.
- Improve customer onboarding and education.
- Develop loyalty and referral initiatives.




- Identify opportunities across the customer journey to strengthen retention and customer value.

Team & Scalability

Youâll build a Retention function designed to scale.

- Lead and develop the function across Business Intelligence, Customer Experience and Operations.
- Integrate Customer Care into the department.
- Define team growth, hiring priorities and automation opportunities.
- Manage the departmentâs budget and technology investments.
- Drive AI adoption and scalable processes.
- Work closely with Growth, Product, Data, Technology, Finance, Retail, Brand and Customer Care.

Your profile

Weâre looking for someone who combines business thinking, analytical depth and leadership . Someone who understands that Retention is not about sending more campaignsâitâs about identifying which customer behaviours can be changed and turning those opportunities into sustainable growth.

You:

- Think in systems, not campaigns.
- Focus on profitable growth rather than vanity metrics.
- Use experimentation to validate ideas and make decisions.
- Know how to turn customer data into business opportunities.
- Enjoy building teams and processes as much as defining strategy.
- Bring ownership, curiosity and a strong growth mindset.

Ideal experience





- 6+ years of experience in Retention, CRM, Lifecycle or Growth within digital businesses.
- Experience leading teams.
- Proven success increasing LTV, customer retention and recurring revenue.
- Strong analytical background in experimentation, cohort analysis and segmentation.
- Ability to translate business performance into strategic decisions and business plans.
- Experience with CRM and Marketing Automation platforms such as Klaviyo, Braze, Salesforce Marketing Cloud, Customer.io or similar.
- Familiarity with AI and data tools.
- Experience in subscription or recurring revenue businesses is highly valued.
- International experience is a plus.
- Fluent Spanish and a high level of English.

Why us?

Benefits â­

- Flexibility that makes a difference. At COCUNAT, we believe in flexibility and work-life balance. Youâll have adaptable start times and the possibility to work from home one day a week.
- Your health matters. Excellent private health insurance.
- COCUNAT lover? Enjoy exclusive discounts on COCUNAT products.
- Itâs the little things. Coffee and chocolate are always available at the office.
- Truly Pet-Friendly. A casual, pet-friendly office where you can bring your furry friend every day.
- An international team in Barcelona. Work in an international environment from our office in Sant Gervasi, Barcelona.

Values â¤ï¸

- People First: We believe that putting people first helps us work better and achieve stronger results.
- Diversity: We foster an inclusive cultu

📌 Head of Retention (España)
🏢 COCUNAT
📍 España