Head of Retention (email / SMS) at eCommerce Growth Marketing Agency

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 Reten