Dog Friendly Co. is building the world’s leading dog lifestyle brand. Our mission is to elevate life with your dog across activewear, sleep, supplements, and everyday essentials.
We are hiring a highly analytical and execution-focused Senior Retention Specialist to own and scale customer lifetime value. Your work will directly influence repeat revenue, subscription growth, and long-term profitability.
You will work closely with our email marketing manager, growth team, and product team to turn data into retention strategy and execution across the full customer lifecycle.
Role Overview
Your responsibility is to increase LTV by improving repeat purchase rate, time to second order, and long-term customer retention.
You will analyse customer behavior, identify retention gaps, and implement strategies across post-purchase experience, CRM, product education, and subscription.
You own retention performance end-to-end, from diagnosis to execution.
Core Responsibilities
Retention Strategy & LTV Growth
•Own and improve key retention metrics including repeat purchase rate, time to second order, and 90/180-day LTV
•Analyse customer cohorts by product, country, and acquisition channel to identify growth opportunities
•Develop and execute retention strategies that drive measurable increases in repeat revenue
Post-Purchase & Customer Journey
•Design and optimise post-purchase journeys across email, SMS, on-site, and other touchpoints
•Build product progression strategies (e.g. harness → leash → collar → bed → supplements)
•Improve customer education, onboarding, and cross-sell timing to increase repeat purchases
Data & Cohort Analysis
•Deeply analyse retention data to identify drop-offs, churn points, and high-value segments
•Track and interpret LTV across time windows (30 / 60 / 90 / 180 days)
•Use data to inform decisions, prioritise initiatives, and measure impact
Subscription & Churn Management
•Lead retention strategy for upcoming supplement subscription products
•Define reorder timing, subscription flows, and lifecycle communication
•Identify churn signals and implement strategies to reduce churn without over-reliance on discounts
Execution & Channel Management
•Work with the email marketing manager to execute retention campaigns and flows
•Ensure all lifecycle communication aligns with retention goals, not just campaign performance
•Test and iterate on retention initiatives across channels (email, SMS, on-site, etc.)
Cross-Functional Collaboration
•Work with product, CX, and growth teams to improve the full customer experience
•Influence product positioning, education, and offers based on retention insights
•Align retention strategy with acquisition to improve customer quality and LTV
Requirements
•Proven experience improving retention, repeat purchase rate, and LTV in an e-commerce or DTC business
•Strong analytical skills with experience working with cohort data and customer behaviour
•Experience with subscription or consumable products and churn management
•Deep understanding of post-purchase journeys and lifecycle marketing
•Ability to translate data into clear strategy and execute against it
•Hands-on mindset with ability to operate independently in a lean team
You are a fit if
•You think in cohorts, not campaigns
•You care about LTV, not just channel performance
•You can diagnose retention problems using data
•You take ownership of outcomes, not just tasks
•You balance strategy with hands-on execution
•You move fast, test constantly, and iterate based on results
About Dog Friendly Co.
Dog Friendly Co. is building a global category-defining brand for dogs, designed to elevate life with your dog across movement, sleep, and long-term health.
This role is for someone who wants to own retention as a core growth lever and have direct impact on company performance and scale.
The Setup
* Fully remote
* High ownership, high impact
* Direct collaboration with leadership team
* Opportunity to build and lead a best-in-class retention function
How to apply:
Email your CV and a short cover letter to
Applications without both will not be considered.