Head of Retention

About this role

About Us
eJam is a bootstrapped consumer products company that has built, scaled, and exited multiple brands — all without ever taking a dollar of outside capital. Our portfolio includes category leaders ranked at the top of Amazon, carried in major retailers nationwide, and sold across DTC, marketplaces, and every channel in between.
We’re not a startup hoping something works. We’re a team that has done it repeatedly — taken products from zero to eight figures, landed them on retail shelves nationwide, and built real brands that consumers love. We operate like a holding company with the speed of a startup: small team, no bureaucracy, massive ownership.
This is the place where you’ll see the entire machine — sourcing, product development, packaging, manufacturing, compliance, marketing, marketplace strategy, retail — all under one roof. If you want to learn how consumer products actually get built and shipped at scale, there is no faster education than this.

What You’ll Do
Own customer lifetime value by developing and executing strategies that increase repeat purchase rate and subscription longevity
Build and optimize systems that proactively identify and retain at-risk subscribers
Create and manage winback and reactivation campaigns
Oversee lifecycle marketing across email and SMS platforms (Klaviyo or similar)
Build and optimize automated flows, segmentation strategies, and promotional campaigns
Maintain dashboards tracking churn, retention, cohort behavior, and LTV
Analyze data weekly to identify trends and performance improvement opportunities
Forecast retention performance and recommend growth initiatives
Partner with Growth to align acquisition messaging with retention strategy
Collaborate with CX to implement customer feedback into lifecycle improvements
Design onboarding, post-purchase nurture, subscription save, and loyalty programs
Lead ongoing A/B testing across messaging, offers, timing, and segmentation
Advocate for the customer experience using both quantitative and qualitative insights

You’ll Love This Role If
You’re energized by improving retention metrics and extending customer lifespan
You enjoy diving into dashboards and extracting actionable insights
You like building systems that scale
You thrive in cross-functional collaboration
You’re both strategic and hands-on
You move quickly and iterate often

This Role May Not Be a Fit If
You prefer acquisition over post-purchase strategy
You dislike reporting, metrics, or performance analysis
You need large teams or long timelines to execute
You avoid testing and iteration
You prefer following fixed playbooks rather than building new processes

Requirements
5+ years of experience in retention, lifecycle, or CRM marketing (ideally within subscription or DTC brands)
Deep hands-on experience with Klaviyo or similar ESP and SMS platforms
Proven success improving LTV and reducing churn in a subscription business
Strong analytical skills with experience in cohort analysis and forecasting
Experience partnering with CX teams to implement customer feedback loops
Strong communication and project management skills
Ability to think strategically while executing quickly and independently
Benefits
Competitive base salary designed to reward high performance and impact
401(k) plan with company matching
Comprehensive health benefits including medical, dental, and vision coverage
Stock option plan so you can share in the value you help build
Generous paid time off and company holidays
Real ownership and autonomy to drive measurable growth
Ongoing professional development opportunities as we scale

Salary
$160,000 - $220,000

Why Ejam
We build and scale category-leading eCommerce brands
We operate with speed, ownership, and accountability
Ideas move quickly from concept to execution
Every team member has direct impact on company growth
We value operators who think strategically and execute decisively

Equal Employment Opportunity
Ejam is an equal opportunity employer. We are committed to building a diverse and inclusive workplace where all team members feel valued and respected. We do not discriminate on the basis of race, color, religion, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, disability, medical condition, genetic information, or any other characteristic protected by applicable federal, state, or local laws.
We believe diversity drives innovation and strengthens our ability to serve our customers. All qualified applicants will receive consideration for employment based on merit, qualifications, and business needs.