Director of Customer Retention

About Us
 KiwiCo is an innovative eCommerce company that sparks kids’ creativity and curiosity through offline and online materials and inspiration.  We offer kids a delightful, engaging way to explore, create, and learn.  We offer a subscription service that delivers curated hands-on projects to kids.  We take great pride and ownership in the products we build and in the community of parents and kids we serve.  We’re backed by leading investors and were named one of the “20 Startups to Watch” by Business Insider.  Our offices are located in Mountain View, within walking distance from the Caltrain station. 

Role and Responsibilities
We are seeking an entrepreneurial, data-driven Director to join our team to lead our Customer Lifetime Value (CLV) efforts. The person in this role will evaluate strategic opportunities both inside and outside our company to increase CLV through improved customer retention, cross-sells, etc. This person would have end-to-end ownership of current/future programs from analysis through to execution of opportunities by working with Marketing, Product, Analytics, and Operations partners. Successful candidates should have years of experience in retention marketing designing and managing programs to engage our customer through their lifecycle.

  • Dive into customer data, develop insights, identify new analyses to conduct and either execute them or manage the execution by analysts (Example: Analyze subscriber retention/churn metrics and come up with ideas to segment subscribers by promotional price)
  • Segment our customers based upon demographic, behavioral, and other criteria to develop actionable and cost-effective programs to better serve those segments
  • Identify opportunities to increase CLV spanning marketing, product and operations (Example: product upsells to increase average revenue per user)
  • Prioritize opportunities, implement initiatives to test them and operationalize winning initiatives (Example: work with marketing and product team to implement product upsell test, measure results and if successful roll out to all users)
  • Create business cases,  marketing plans and product plans.  Write requirements for product development. Manage marketing campaigns.  Roll out programs with Operations and Customer Service
  • Own and lead existing programs related to customer lifetime value such as product line expansions, and graduation from one product line to the next
  • Work successfully across the organization with partners on our Exec Team, Marketing, Operations, and Product to support implementation of key recommendations

Required Qualifications
  • We seek team players with an infectious positive energy and a get-it-done attitude. Candidates must thrive in ambiguity, love a fast paced environment, and have a strong desire to learn
  • 5+ years of relevant marketing, product/program management or general management experience
  • Excellent data analysis skill and the ability to generate novel insight
  • Proven intellectual curiosity, ability to quickly come up to speed on complex business processes and generate creative solutions to tough problems
  • Demonstrated success leading projects and teams of people that do not report to you
  • Broad operating range - the ability to engage at a strategic, executive level and dive into hands-on execution
  • Excellent written and verbal communication skills
  • Minimum of BA/BS degree in quantitative majors such as Economics, Finance, Engineering, etc

Bonus Points
  • MBA
  • Hands-on experience working with Looker, SQL, Tableau
  • Previous experience working within management consulting, investment bank, product management or in an operating/strategy role at a high growth start-up.

If you’re passionate about delivering innovative, delightful, and enriching products and experiences for kids, we’d love to hear from you. Please apply by submitting a resume and cover letter telling us why you're interested in KiwiCo and what you think you'd bring to this specific position and our team.


KiwiCo is committed to creating a diverse environment and is proud to be an equal opportunity employer.  Individuals seeking employment at KiwiCo are considered without regard to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, physical or mental disability, marital status, veteran or military status, or any other legally protected category.


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