Head of Retention & Customer Experience
KittySpout
Head of Retention & Customer Experience
KittySpout
Direct-to-consumer pet water fountains with filters
KittySpout · London, United Kingdom (Remote) · Contract · Posted 2026-11-06
Salary: USD 115,000–145,000
Workplace: remote
Department: Head of Retention & Customer Experience
A profitable DTC pet brand is looking for a Head of Retention & Customer Experience to join our team! You will own everything after the first order: subscriptions, email and SMS, the post-purchase journey and customer experience, across both of our brands.
We're doing $50M+ a year and scaling to $100M+, and we want one senior leader who owns retention A-Z: lower churn, significantly higher lifetime value and a better customer experience across the board. We are looking to hire someone with 5-6+ years in retention or lifecycle at DTC brands, who has led retention at a subscription brand doing $30-50M+ a year (ideally nine figures). The ideal candidate is hands-on in Klaviyo and Loop (or similar), has led a retention and customer experience team, and has managed agencies.
The mission of this role
Own retention A-Z to fuel the growth to 9-figures. This role comes in to drive three things: lower churn, significantly higher lifetime value, and a better customer experience across the board. Success is lower churn, stronger retention, much higher lifetime value, more revenue from email and SMS, and happier customers.
Who are we?
We are a profitable DTC brand selling premium pet products. We sell across Shopify, Amazon and Chewy, and we're one of the fastest-growing brands in the pet space – $50M+ in annual revenue and scaling to $100M+. We recently launched a second brand, expanding into a new customer base. We're a 100% remote, lean, senior team that moves fast, and every person here has a massive impact on the business.
What is our culture like & who is a good fit?
Culture-fit is our #1 factor when hiring! We have a genuine will-to-win. No work is beneath us if it moves us towards our goals. We use creativity to do more with less – and quickly. We use data to make decisions and live by four core values:
If you want a stress-free corporate 9–5 job, this isn't it.
If you want to challenge yourself and shape a fast-growing company, work directly with the founder, and play a big role in scaling it to $100M+... If you want to drive results with a group of passionate, smart, hardworking people, in an environment without politics or corporate chicanery, being hands-on and active – then you've come to the right place.
Outcomes (what success looks like)
90-day targets for each outcome are agreed with you before your start date.
Key Objectives
Accountabilities
What you own. Each one is checked green, yellow or red every week.
How Our Hiring Works & How We Operate
(1) Application + Screening Interview
(2) In-Depth Interview with our CEO
(3) Reference Calls
(4) Final Interview with our CEO
Salary Expectation
USD $115,000 to $145,000 a year (based on experience and expertise) + performance bonus of 15-20% of base after the trial period.
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Direct-to-consumer pet water fountains with filters
KittySpout sells direct-to-consumer pet hydration products, offering water fountains for cats and dogs (KittySpout and DoggySpout). The fountains provide a continuous flow of fresh, filtered water using 304 stainless steel and come in wired or cordless models for placement flexibility, with quiet operation. Water passes through a multi-layer carbon filtration system, and filters are available on a subscription every two to four weeks. The brand differentiates itself with hygiene and durability, veterinary-approved testing, a Shopify Plus platform, recurring filter subscriptions, and a social mission that donates part of each order to cat shelters and charities, all aimed at improving pets’ health and happiness while growing a scalable business.
Explore more opportunities at KittySpout