Head of Retention & Customer Value

Join COCUNAT, a fast-growing company focused on sustainable beauty. As the Head of Retention & Customer Value, you will build and lead the Retention department from scratch, driving subscription growth, increasing recurring revenue, and reducing churn. You will analyze customer behavior, experiment with various strategies, and own the entire customer lifecycle. This is a leadership role with a focus on both business results and team development. - Transform customer behaviour into profitable growth through experimentation, analysis and automation, while building the team, systems and operating model that will make the function scalable. - Define and optimize the entire customer lifecycle strategy while owning its business impact, driving subscription growth, increasing recurring revenue and reducing churn. - Continuously analyze customer behaviour, cohorts and segmentation to identify opportunities that drive measurable business growth, and lead the experimentation process to test pricing, bundles, promotions, lifecycle journeys, CRM flows, subscriptions, loyalty initiatives, personalization, cross-sell and upsell strategies. - Celebrates profitable growth, not vanity metrics - Asks "What customer behaviour should we change?" instead of "What email should we send?" - Enjoys building teams as much as building strategies - Thinks in systems, not campaigns - Loves discovering growth opportunities hidden inside customer data - Validates ideas through experimentation - Strong analytical mindset with experience in experimentation, cohort analysis and segmentation - Experience with CRM and Marketing Automation platforms such as Klaviyo, Braze, Salesforce Marketing Cloud, or similar - Familiarity with AI and data tools - Experience leading teams - Fluent English. Spanish is highly valued - Ability to translate business performance into strategic decisions and business plans - 6+ years in Retention, CRM, Lifecycle or Growth within digital businesses - Experience with subscription or recurring revenue businesses is highly valued - International experience is a plus - Proven success increasing LTV, customer retention and recurring revenue