"Who We Are Right Hook Digital is a growth marketing agency working with 7-8 figure DTC eCommerce brands across the US and Australia. We re a Premium Google and Meta Marketing Partner a global team of 60+ and we re scaling our US retention business. We ve partnered with brands like Alpha Lion July Luggage Geedup Mister Zimi Silly George and many more. Our work spans paid social Google and retention - and we take all three seriously. At our core we re a team of A-Players who genuinely care about outcomes. We ve built a culture around Kaizen (continuous growth) openness and candor and elevating one another - and we look for people who live those values not just nod at them. The Role We re looking for a Head of Retention to own our Retention service line end to end - the P&L the product the people and the client relationships that hold it all together. This is a business leadership role not a senior IC role. You won t be building flows in Klaviyo. You ll be building the team that builds them the product that makes them world-class and the commercial engine that turns both into profitable growth. You ll lead Group Leaders Retention Strategists and Specialists. You ll be the escalation point our biggest retention clients trust. And you ll own the number gross profit growth in the Retention service line. If you ve run a service line or department before know lifecycle marketing deeply enough to raise the standard of the work and get real satisfaction from developing people - this is a rare seat. What You ll Own P&L Accountability Own the Retention department s P&L and hit gross profit targets quarter after quarter Monitor department performance metrics - average client lifetime churn retention rates - and act early when they move the wrong way Make the resourcing and pricing calls that protect margin without compromising the work Product Excellence Keep the Retention product world-class generating genuine mutual upside for clients Own ""The Retention Way"" - our core system - including documentation training SOP adherence and the tie-breaking decisions on how it evolves Push innovation in lifecycle strategy testing and measurement so we stay ahead of what every other agency is selling Client Relationships Build and hold strong relationships with our key retention clients and serve as the primary escalation point when things get hard Drive retention by supporting and guiding Strategists on campaigns and flows that actually move revenue Proactively hunt for client feedback aiming to WOW rather than satisfy Run exit interviews with churned clients and feed what you learn back into the product People Leadership Hire develop and - when needed - exit talent with a clear eye on who can make a meaningful impact on P&L growth Act as an S-leader to Group Leaders Strategists and Specialists Use our Performance and Growth Framework (PGF) to run consistent 11s PGP reviews KPI reviews and feedback loops that people genuinely value Growth & Operational Excellence Work with our marketing team on agency campaigns marketing materials case studies testimonials and lead generation for Retention Support sales conversations where your expertise closes the gap Build strong relationships with our Paid Social and Google units to drive internal referrals Partner with the Process Excellence Manager and COO to lift utilization billable income and process efficiency Who You Are You ve led a retention lifecycle or CRM team - ideally in an agency and ideally with P&L or revenue accountability You know email and SMS deeply. You don t need to be the fastest person in Klaviyo but you need to know world-class work from adequate work in about ten seconds and be able to explain the difference You ve managed teams not just individual contributors You re commercially fluent - gross profit utilization retention rates and pricing are tools you use not concepts you ve heard of You re comfortable being the escalation point. Hard client conversations don t rattle you You give and receive candid feedback well. Our culture runs on openness and a leader who softens everything won t work here You default to systems. When something breaks twice you fix the process not just the instance You re happy working overlapping US hours in a globally distributed team Bonus points for experience with 7-8 figure DTC brands hands-on Klaviyo history a track record building or productising a service offering or experience supporting sales and marketing as a subject matter expert. Why This Role You re inheriting a real business with real clients and a team already doing good work - not a blank page and not a mess. Retention is one of three service lines we take equally seriously which means you ll have the investment and the internal referral pipeline to grow it plus the autonomy to shape how. You ll report directly to our COO and sit at the table where the decisions get made."