🐕About Us At Wuffes, we’re on a mission to improve pet health at scale, and we’re doing it at pace. We are the fastest-growing pet health company in the world, building a high-performance, science-led business that’s redefining what premium pet care looks like. Our ambitions are big, our product range is driven by clinical efficacy, and we’re powered by a global team committed to raising the bar. We expect excellence, act with urgency and care deeply about results, for our customers, our team and the business we’re building together. It’s a fast-moving, high-accountability environment where performance matters and impact is rewarded. If you’re looking for somewhere to challenge yourself, operate at pace and scale something special you’ll thrive here. What You Can Expect 📊 Ownership at Scale - Whether you’re growing our brand, supporting customers or scaling operations, your work drives real results. You’ll be trusted to lead, take ownership and make an impact from day one. 🎯 High-Impact Work - We test fast, learn faster and kill what doesn’t improve the P&L. 🧠 High-Performance Culture - You’ll join a team of smart, driven operators who move fast and push for exceptional outcomes. We value ownership, ambition, and a bias for action 📈 Accelerated Career Growth – We move fast, and so do our people. Delivering impact opens doors to new skills, fresh challenges and opportunities that match your ambition. 🐶 Impact-Driven Growth - We’re building a generational science-backed pet health brand, one that scales globally and improves the lives of pets and their people. 🚀 Your Role in the Pack As Head of Retention you will lead our lifecycle and loyalty strategy, keeping our customers engaged, subscribed and building lasting relationships with our brand. You’ll own the retention engine from post-purchase through to reactivation and lead strategy and execution across CRM, subscription, loyalty and direct mail. This role is all about driving performance. You’ll be responsible for increasing LTV, reducing churn and making every customer interaction count. You’ll lead a growing team, partner with Product, Growth, CS and Creative and use data at every step to unlock deeper loyalty and greater commercial impact. 📒 Your responsibilities • Own & Scale Retention Strategy – Lead and evolve our lifecycle and loyalty roadmap across segments and geos, with clear accountability for churn, reactivation and LTV • Subscription Performance – Optimise the full subscription funnel – onboarding, upsell, pause/cancel flows, winback and more • Multi-Channel Execution – Oversee performance across CRM, SMS, inbox, loyalty, and direct mail. Ensure comms are integrated, measurable, and commercially impactful. • Analytics & Insights – Build clear reporting systems. Deep dive into cohorts, campaigns, and product usage to shape and sharpen strategy • Lead a High-Performance Team – Manage and coach a best-in-class retention team. Set the bar for speed, creativity, and output • Collaborate Cross-Functionally – Partner closely with Product, Growth, Creative and CS to ensure a unified, end-to-end retention experience • Test & Iterate Fast – Build smart experimentation frameworks, launch rapidly and learn continuously – from journey flows and offers to segmentation strategies and creative execution 🧠What you bring • 7 + years of experience leading retention in high-growth DTC or subscription-based businesses • Proven track record in CRM, lifecycle, subscription optimisation and loyalty strategy • Deep understanding of LTV, churn, segmentation, cohort analysis and campaign measurement • Builder and operator – able to architect strategy and execute at pace • Hands-on with tools like Klaviyo, Iterable, Postie, customer data platforms and ESPs • Data-savvy and commercially minded – decisions driven by insight and impact • Obsessed with retention creative, journey design and continuous optimisation