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Salary: USD 125,000 - 0 / annual
Lucy is a fast-growing, eight-figure DTC subscription brand seeking a Senior Manager to own the end-to-end subscriber experience and retention strategy. This is a hands-on operator role where you'll set priorities, write specs, and ship through a lean team of in-house and freelance builders.
You will own subscription and retention metrics, including subscriber churn and lifetime value. You'll design and continuously improve how subscribers manage their relationship with Lucy—cadence, frequency, skip/pause, cancellation, and win-back experiences. Your goal is to make staying subscribed the obvious choice.
Checkout and purchase experience falls under your purview, particularly optimizing the path to purchase for a mobile-first audience and how subscriptions are offered and enrolled. You'll also own retention-side email and SMS strategy and execution using Klaviyo and Recharge, working with design support to leverage messaging as a primary retention lever.
You'll build the experimentation program from the ground up, designed for a subscription business at Lucy's scale. This includes cohort-based retention testing, price and offer testing, and owning tracking standards and data integrity across the ecommerce stack.
Additionally, you'll manage the ecommerce production line—prioritization, requirements, and QA for site work—and be accountable for shipping speed. You'll inherit two product launches and multiple in-flight projects with real work from day one. Merchandising, CRO, and Amazon presence (agency-managed) round out your portfolio.
Key metrics you'll own: monthly subscriber churn, subscription revenue and lifetime value, subscription starts and 60-day new-subscriber retention, save/pause/win-back rates, and speed from idea to live change.
The company is roughly 20 people, fully remote, and disciplined about spend. Traffic and paid media belong to marketing, so your wins come from making every visitor and subscriber worth more. This role rewards judgment and well-chosen experiments over high-volume testing.
You should have personally moved a churn or retention number at a subscription DTC brand and can walk through what you tried, failed, and succeeded with. Recharge fluency is expected. You've designed cancel, save, pause, or cadence flows and measured their impact on subscriber cohorts over renewal cycles. You're rigorous with data and ship through others without losing the pen—writing specs and copy yourself while getting efficient work from developers and designers. Bonus experience includes regulated, age-gated, or compliance-heavy commerce (nicotine, alcohol, supplements, CBD).
