Head - Retention & Customer Experience

About the Role:

We are looking for a senior leader to own and scale our customer retention and customer experience functions as we enter our next phase of growth. This role will be responsible for driving repeat purchases, improving customer lifetime value, and delivering a seamless end-to end customer journey through data-driven strategies.

Key Responsibilities:

- Own customer retention, repeat rate, churn, and LTV metrics

- Design and execute lifecycle marketing strategies across email, WhatsApp, push notifications, and loyalty programs

- Lead customer experience initiatives across digital, delivery, and support touchpoints

- Analyze customer data, cohorts, and funnels to identify growth opportunities

- Partner closely with Marketing, Product, Operations, and Customer Support teams

- Drive NPS, customer feedback programs, and continuous experience improvement

- Build and mentor a high-performing retention and CX team

Required Skills & Qualifications:

- 6+ years of experience in retention, customer experience, lifecycle marketing, or growth roles

- Strong analytical and data-driven mindset

- Proven experience in CRM, customer engagement, and lifecycle management

- Ability to translate insights into actionable strategies

- Excellent communication and stakeholder management skills

- Prior experience in D2C, food-tech, e-commerce, or consumer internet startups preferred

What We're Looking For:

- Passion for customer engagement

- Strong business and growth mindset

- Comfortable working in fast-paced startup environments