Head of Customer Experience & Retention

Who we areFlow Pouch makes functional mushroom pouches. People use them as a clean alternative to nicotine pouches and energy products: no nicotine, no caffeine, no crash. We launched in 2024, we have grown quickly, mostly through subscriptions, and we manufacture in the US. We are a remote team of about 30 people globally.

Why we are hiringMost of our revenue comes from subscribers, so how long people stay with us matters as much as how many we acquire. Today retention is split between the founders, our support team and a set of tools that nobody owns end to end. We want one person who owns the whole customer experience after the first click: the website, the package that arrives, the emails and messages in between, and the reasons people stay or leave.

We consider this the most revenue-critical seat in the company. The founders will be in the room from the first conversation, and whoever takes it will have their full backing and budget to build the function properly.

You would report to our co-founder who runs operations and work closely with our CMO and co-founder on messaging. The Shopify developer and the web and brand designer we are hiring at the same time will report to you.

What you will own

• Retention, end to end. Repeat purchase rate and subscription retention, especially in months two and three, are your numbers.

• The retention tools we already have, and the ones we are missing. Keep what works working, improve it, and build what is not there yet, starting with a loyalty program.

• Every customer touchpoint. Review the full customer journey, from the website to the package to everything post-purchase, and make it coherent: same message, same brand, no gaps.

• The website as an experience. A Shopify developer and a web and brand designer work under you to keep the site consistent and ship the changes you prioritise.

• Our community. Grow our Facebook community of Flow customers and make it part of why people stay.

• The numbers. A clear weekly view of retention, repeat purchase and the metrics our support team reports, so the founders know where we stand.

What this role is notCustomer support (reps, refunds, chargebacks) has its own lead and keeps running as it does today; over time that team will sit under you. This is not a brand strategy role and not a paid acquisition role. Our CMO owns messaging and acquisition; you make sure that what happens after the purchase lives up to it.

Who we are looking for

• You have owned retention or lifecycle at a subscription or consumable DTC brand at meaningful scale, at Director level or above, and you can show the numbers you moved: cohort retention, repeat rate, LTV.

• You have built a retention function, or a large part of one, rather than inherited a finished machine: the tools, the team, the reporting, the experiments.

• You are hands-on with the Shopify ecosystem, Klaviyo or an equivalent email and SMS platform, a subscription app (Recharge, Skio or similar), post-purchase and loyalty tools, and analytics.

• You have managed a team or outside vendors and are comfortable briefing a developer and a designer.

• You are hungry to try things nobody in the category has tried, and you are still happy doing unglamorous work, from packaging vendors to flow audits.

• A consumables or wellness background is a plus.

• You are based in the US, or in Europe with a working day that overlaps US Eastern hours.

What is hard about thisWe would rather you hear it now than in month three:

• The role is a generalist one at the start. You own the strategy and do a lot of the work yourself until the team around you is in place.

• Some of what you need to know lives in the founders' heads. Expect to ask, document and build the first version of things.

• Priorities change quickly. We decide fast and expect the same from you.

• Our support lead has a direct line to our co-founder who runs operations today. You earn the team's...